Choosing to Chat

Elizabeth Fox and Melissa Clark

Decision to Chat

Pros

• Immediate

assistance

• Good for distance

patrons

• Better than e-mail

for reference

interviews

• Allows anonymity

• Meets the patron

where he/she is

Cons• Greater demands on

staff

• More scheduling for

librarians

• No visual or auditory

cues during the

reference interview

• Typing takes time

• Less interactive than

in-person or

phone

Features of Chat Software

• Mobile accessible

• Send documents (librarian to patron or vice versa)

• Co-browse

• Save scripts

• Save transcripts

• Text & IM in same interface

• Widget for web pages

• Block abusive users

• Availability notice

• E-mail option if chat is offline

• Transfer chats to another agent

Other Considerations

• Server requirements

• Price

• Software used (does librarian or client have to

download software)

• How is the widget created

(Flash, Jabber, XMPP, etc.)

Demonstrations

• LibraryH3lp

• LibChat

• Digsby

• SnapEngage