Lib h3lp show
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Transcript of Lib h3lp show
LIBH3LPSarah Maximiek, Binghamton University Libraries
VR Services – late August & forward Ref chat widgets (Meebo LibraryH3lp)
IM messaging (Trillian LibraryH3lp)
Text messaging (Trillian Google Voice)
Trillian Pidgin
Tying it together LibH3lp is used to monitor:
IM services (gateways)Any widgets created for reference desk use
(queues) Librarians monitor LibH3lp by:
Using Pidgin (at the Bartle Reference Desk)*or*Using the LibH3lp web page
What about? Email
Monitor at the Bartle Desk Google Voice
Monitor at the Bartle Desk. Personal chat widgets through Meebo
Can be changed over to LibH3lp at individuals’ discretion after September. OR Meebo can still be used.
Why LibH3lp? Widgets do not require flash to work Allows multiple librarians (operators) to
be logged in at once Can transfer in-session chats Has built – in statistical tracking and
reporting Allows both patrons and librarians to
email transcripts
Why Pidgin? Pidgin will login as soon as the Ref Desk
is open
Will run in the system tray, minimizing the number of open windows
Works similar to Trillian, including new message notifications, etc.
In-office monitoring The easiest way to monitor LibH3lp is
through the web page: http://libh3lp.com No downloads required Less robust then Pidgin in terms of
message alerts, etc Librarians can use Pidgin in their offices
if they want (Adium must be used on Macs users). Contact DRC for more info.
Logging in – web client Enter personal username and password Select queues to monitor
Ask_a (Ask Us web page)Libraryguides (widgets on Ref Libguides)
Monitoring Any other librarians/operators that are
logged in will appear under the “Buddies” folder
Incoming chats will popup on the screen just as in Meebo
Monitoring The top of the chat window will show the
URL of the page the patron is using, when applicable
IMs will appear without an URL on the chat window, but will show the IM client name
Multiple Operators When multiple librarians/operators are
logged in at once, a message appears in the chat window to indicate that it has been answered.
To the librarian who did not answer the chat, they also see a message that the patron went offline.
Two operators are signed on (present under “Buddies” folder)
Patron has asked question from libraryguides widget/webpage
Multiple OperatorsWhen the another librarian answers the chat, the second librarian sees both who answered it and a message that the patron “left the conversation.”
Transferring Chats Transferring ongoing chats can be done
between any online operators (appearing in the Buddy folder)
Click on “Transfer Chat” at the top of the chat window to get started
Follow the on-screen instructions
Transferring Chats Click Transfer Chat to start
Transfer a chat to any online operator in Buddy folder
Transferring Chat When the transferred chat is received,
let the patron know you are there – you may need to read the history to catch up.
The operator who transferred the chat to you will be disconnected from it.
Other features Tag for followup
Emails the chat - with a note – to the email address of the operator involved in the chat and the [email protected] email accounts
Send fileBoth operator & patron can send files up to
1MB in size. A link will be sent to download.
Using Pidgin vs Web Client
Pidgin Web ClientVisual and audio notifications Audio notifications only
Program will run in system tray when not in use
Window must be kept open (can be minimized) when not in use
Provides link to web client for chat transfers and tag for followup
Automatically supports chat transfers and tag for followup
Requires download and some setup
No download or setup required
Only for Windows (Use Adium for Macs)
Use on either Windows or Macs (Firefox preferred)
PidginA text line tells you where the patron is coming from Another line provides a
link to the web client log in to handle chat transfers, etc.
The text box will appear on the screen, independent of a buddy list.
When a text is received, the indicator in the system tray changes (from a green and white), and the Pidgin icon opens & flashes. A beep is heard.