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WHY WE CHOSE OLARK? Accessible-floating chat bar on every library webpage and Libguide page Easy customization and installation Affordable and reasonable price Many features that allow us to interact with users better Interactive chat report and data analysis function
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CHAT REFERENCE –
A NEW TOOLJ I N W U
J A N I S F . B R O W NU N I V E R S I T Y O F S O U T H E R N C A L I F O R N I A
N O R R I S M E D I C A L L I B R A R Y
BACKGROUND
•Old chat tool was no longer supported by AIM•Old chat tool was not obvious to users•Needed a new chat tool for new site launch•Other options didn’t fit into our criteria
WHY WE CHOSE OLARK?
• Accessible-floating chat bar on every library webpage and Libguide page• Easy customization and installation• Affordable and reasonable price• Many features that allow us to interact with users better• Interactive chat report and data analysis function
CHAT REFERENCE OLD VS NEW
Old New
CHAT INTERFACESUser End
Chat is offline.Chat is on.
CHAT INTERFACESLibrarian’s End
Browser/OS/Desktop or Mobile Device/Location info
Chat History/Visit History/How to Get to the Website On Campus or Off
Campus/ Hospital or Academia
What page user is on when initiate the chat
Visit History/User Information
Action Shortcut
Desktop Notification
ACTION SHORTCUT• Transfer: Transfer a conversation to another operator.• Block: Ignore all messages from a user for 24 hours• See: Activate co-browsing feature. Highlight and help visitor navigate around
page they’re on.• Unfollow: Stop receiving page-change notification for the visitor.• Tag: Add tags to the conversation to help find groups of conversations more
easily in the future. e.g. !tag followup.• Transcript: Returns a chat transcript link that s viewable by all operators on the
account.• Send: Forward a chat transcript via email during a chat conversation with a
visitor.• Feedback: Send a Chat Rating to the visitor at anytime during your conversation.
DASHBOARD
REPORTS
OLARK IN GOOGLE ANALYTICS
SETTINGS
PRICING
PLAN COMPARISON
FUTURE PLAN
• Explore under-utilized features and train librarians to take advantage of these features• Examine past chat history and provide better reference
experience• Analyze chat stats and come up with meaningful
interpretations, such as determining staffing schedules, etc.