Library H3lp: Building a Next Generation VR System Reference Renaissance Tuesday, August 5.
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Transcript of Library H3lp: Building a Next Generation VR System Reference Renaissance Tuesday, August 5.
Library H3lp: Building a Next Generation VR System
Reference RenaissanceTuesday, August 5
Pam SessomsUniversity of North Carolina at Chapel Hill
Eric SessomsNub Games
Josh BoyerNorth Carolina State University
Amy VanScoyNorth Carolina State University
Jean FergusonDuke University
University of North Carolina at Chapel Hill27,000 students
North Carolina State University30,000 students
Duke University12,000
How we collaborate
UNC-Chapel Hill Web Chat and IM Traffic
0
500
1000
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2000
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2001 2002 2003 2004 2005 2006 2007
Year
Web chat
IM
Total
Widget Effect
Tools for collaboration
• Commercial Virtual Reference software • Call Center software• IM• Meebo• Library H3lp
What is LibraryH3lp
• Jabber server with IM gateways• Provides flexible routing to multiple librarians• Integrates IM with web chat for easier staffing
– Can route Meebo Me traffic too
• Has its own widget developed for libraries• Provides transfers• Allows IM between librarians• Platform for flexibility and experimentation
LibraryH3lpJabber Server with IM Gateways
AIMLibraryH3lp
Widgets Yahoo! MSN MeeboMe
Circ
Science
LiteratureRef
RefWorks
HealthSci
EndnoteLaw
Night Owl
Duke
AIMPatron
MSNPatron
Yahoo!Patron
Operator
WidgetPatron
NCSU UNC
Widget
• Links clickable
• Works with screen readers
• Javascript, Flash not required– Alert noise for patron optional, Flash sound used
• Patron controls
• Can run embedded– Patron has “pop out” option
• Can easily be made to pop-up
Pidgin (librarian client)
Anatomy of an Incoming Chat (or IM)Patron’s initial message
Patron’s queue
Chat management : transfer, e-mail transcript, send file…
FeaturesURLs are links, not just text
Features
Useful system messages sent to staff
FeaturesUseful system messages sent to staff
Features
Useful system messages sent to staff
Typing notification
Features
Transfers!
This should blow your mind!
Features
Transfer examples
At NC State:• Ref• Natural Resources Library• Veterinary Medicine Library (soon)• Circ-reserves (soon)• ILL (soon)
Why Transfer Chats
• Patron’s Perception • Librarians’ Perception
LibraryRef Circ
Systems Tech Serv
Transfers in practice
• UNC’s Davis Reference and Circulation– Reference transfers 10-15% to Circ
• Davis Reference general “ask a” service– Transfers to experts when off-desk (in office)
• Several campus libraries transferring now or will begin soon.– Health Sciences Library– Undergraduate Library– Davis Library– More to come…
• Search TRLN Union Catalog– Transfers coming soon in LibraryH3lp.– This summer, Davis Reference transferred to Duke and NCSU as
needed using predecessor system.
Why transfer?
Incoming transfer (with Pidgin plugin)
Patrons’ view of transferred chat
Intro to LibraryH3lp: Admin Account
Introduction to LibraryH3lp: Operators
• Librarian Operators– Answer chats and IMs with Jabber client– Can belong to zero, one, or more queues
• Zero queues? Can still receive transers.
– First to respond to patron will “win” chat.– Others are notified of who took the chat.
Introduction to LibraryH3lp: Queues
• Queues– URLs for incoming patrons– Widget: Customized for a purpose– Gateways for IM patrons
Introduction to LibraryH3lp: Gateways
UNC-CH RefWorks Queue
UNC-CH RefWorks Queue
Presence (online/offline)
Presence Using Popup
Presence: Service Rollover
Admin Interface: Reports and Transcripts
Admin Interface: Transcript Management
Widget Configurator: Save and Share Skins
Servinator: Design Service Levels
Technical overview
Single LibraryH3lp Server
Moving forward: the cloud
Open Source Components
Open source contributions• Widget
• Port of ErlyComet to ErlyWeb
• Plugin
• Patches to Ejabberd
• Patches to Yaws
• Patches to pyTransports
• Significant work on j2j
• Libpurple multi-protocol gateway
• Scheme-interface
http://libraryh3lp.com