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

Email

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 refquest@binghamton.edu 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.