What story is this library telling?

One of my students calls one of the large, urban local libraries doing research for group projects. He encounters this intriguing story:

Librarian: Hello? ________ Public Library, may I help you?
LIS753 Student: Hello, I’m working on a project for my library school class and I have a question.
Librarian: Of course.
LIS753 Student: Does the library have plans to start an IM reference service?
Librarian: Oh God, No!

Wow, not even a “We have heard of libraries doing that but we haven’t looked into yet..” or anything! Shame on you, large, urban Illinois-located Public Library system!