LIBRARYH3LP
Instant Messaging
Questions welcome after session
How often do you use Instant Messaging (IM) ?
4%
30%
9%
4%
17%
35% 1. Every day
2. A few times a week
3. A few times a month
4. A few times a year
5. Never
6. I don’t know what Instant Messaging is
What is IM?
Instant Messaging is typing back & forth in “real time” similar to a phone conversation – usually one to one
Instant messaging is done though:
• widgets • software clients• web-based clients
Our current networksIn store for patrons:
Our current networkswon’t change for those who’ve buddied us
Our “AskUs” pagewill still show this list of networks
Patrons will have no knowledge we’ve added Libraryh3lp
Our current networksIn store for staff:
We simply add Libraryh3lp to Pidgin, MOVE thesenetworks into Libraryh3lp, and DELETE these networksfrom Pidgin. (less clutter)
Only the Libraryh3lp username will be visible in Pidgin; no more maintaining all these networks in every instance of Pidgin.
Our current networks
Our current networks
Worldwide coverage 24/7
What is Libraryh3lp?
people at the University of NC invented a Super-IM, just for libraries
special widgets with added functionality
3 types of widgets we can provide for patron use (KH)
http://www.d.umn.edu/lib/test/im
New functionality:
• multiple-person monitoring in groups called queues• transfer of chats• notification that someone picked up a chat • repeated audio alerts when a chat is unanswered• transcripts• statistics
No more dependence
on AIM because
Libraryh3lp handles all traffic
Better up-time!
Benefits of Libraryh3lp
Benefits of Libraryh3lp
Two options for monitoring:
Pidgin (software)
Pidgin ties a username to a computer somewhat (but
you can quickly switch logins inside Pidgin by toggling checkmarks
under “Accounts”)
WebChat (web-based)
Web chat lets you monitor from any
computer with internet access
Our change will be transparent to the patron
------Except for these improvements------
Widgets can pop-out or stay on top
Links will be clickable inside the widget, unlike now!
Long catalog & database URLs will no longer break
Transcripts can be emailed from the widget
Patrons can receive files
(coming up in demo)
LibraryH3lpJabber Server that processes everything
AIMLibraryH3lp
WidgetsGoogle
Talk MSN Yahoo
Systems Teamqueue
Refqueue ITSS person
on 1st floorCirc
queue
patrons come through:
goes throughserver in
North Carolina
We can transferany type ofIM to anystaff monitoringPidgin or WebChat
80% of traffic
Login with your
username.
We never need to login
as a queue name.
LibraryH3lp – about queues
Widgets are “online” when at least one staff person belonging to its queue is online
Queues can have one or more staff
Staff can belong to zero, one, or more queues.Zero queues? Yes, individuals not in a queue can still receive transfers
When a chat comes to a queue, all online members of that queue will see it. The first to respond will “win” the chat
The rest are notified of who took the chat
LibraryH3lp – about queues
A queue can exist without an accompanyingwidget.
These queues are for transfer purposes.
Some libraries choose to have 1 queue only, usually reference, that fields all questions and does transfers. Others are putting up ILL widgets, Circ widgets, Tech-help widgets on various web pages.
LibraryH3lp
You can make your own individual widget for your personal web page by logging into Libraryh3lp’s admin page as yourself.
Use their widget designer to generate the code to paste into your page.
This is also where you change your passwordplease don’t forget it!
LibraryH3lp
Demo
LibraryH3lpNext Steps
Implement Reference after some practice (if they prefer)
Units could discuss whether and how they’d like to use IM
Discuss cooperation between departments – queue coverage, hours, and who monitors
Has internal uses too – no need to belong to any queue -not as intrusive as the phone – answer when you can -collaborate, ask an opinion, test things, great for that “quick question” -send a file or URL to someone
LibraryH3lp
I’m adding info about Libraryh3lp here:
http://www.d.umn.edu/~dhansen/lib/im.htm
Questions Welcome!
