This article describes the use of chat widgets on library websites and how it affects daily work and organizational culture. The use of chat widgets can be as simple or confusing as the website itself, but it helps to make choices that fit the web design and the organizational culture. Too often change is driven from outside, which can make technology changes more challenging. Libraries are already institutions grounded in helping their users, and chat widgets can be another bridge of communication. Assessment in different organizations will show a diversity of frequency and depth of interaction with users via chat, and in an era of web-based social interaction the results could be impressive. Webpages are not the only place chat widgets have found a use in libraries. A great example of service at the point of need is a chat widget appearing after an unsuccessful library catalog search. In websites and web-based interfaces where there is opportunity for point-of-need contact with users, the chat widget can be a powerful communication tool.