Last fall, I was faced with the challenge of getting the reference staff, none of whom had ever used instant message before, up to speed with the basics of how to communicate using the software. So I created this online tutorial for the staff members to complete on their own time. After a few weeks we got together as a group to talk about how we were going to staff our IM reference, our policies and procedures, and then we did a practice run at answering IM reference questions.
I have now licensed the tutorial under a Creative Commons-Attribution-Noncommercial-Share Alike license. Anyone is free to use it and remix it for their own library training purposes.