Virtual Reference

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This presentation is about chat tools for librarians

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Virtual Reference

  1. 1. Virtual Reference Technology Speed Dating Monrow Public Library Wednesday, March 19, 2014 Sharon Yang Rider University Library
  2. 2. Virtual Reference • Digital reference • Remote reference • Real-time reference • Live reference • E-reference
  3. 3. Virtual Reference Technologies • Chat • Videoconferencing • Voice over IP • e-mail • instant messaging • Text
  4. 4. Features of Chat Programs • No client (do not need to install anything on your computer) • Cloud based/Web based login • Users do not need to create an account • Customized display box (widget) • All in one solution (text, IM, knowledge base) • Route/transfer chat seamlessly
  5. 5. Features of Chat Programs • Multiple chat queues • Co-browsing • Statistics reporting • Archive chat conversations • Mobile and tablet interface • Patrons or librarians can attach files • Block abusive patrons • Monitor chat for quality control
  6. 6. Features of Chat Programs • Survey or comment at the end of the chat for feedback • Chat rating by patrons • Collaborative answering among librarians • Text messaging and email are available when chat is off • Integration with other applications such as OPACs, discovery tools, databases
  7. 7. Features of Chat Programs • Customizable auto-responder • Pre-scripted messages • Follow up after the chat • Patrons can send chat transcripts to themselves • Operator’s photo in the chat box • Operator initiated chat • Monitor and detect patrons on the website
  8. 8. More Features • Knowledge base kicks in when chat is off • Keep track of web visitors (a returned patron or new patron) • Instant language translations to chat with foreign visitors • Floating chat box • Paid reference services available
  9. 9. LibraryH3lp • www.libraryh3lp.com • Designed especially for libraries • Cloud-based • No local technical expertise required • Web-based login and interfaces • Separate login and interface for admin and operators • User customizable chat interface or widget (users produce the code for embedding the widget such as box, button, popup and more) • Affordable/ inexpensive annual subscription • A single interface for chat/IM/Text/email • All in one solution-chat, IM, text, and knowledge base • Simple and easy • Multiple chat queues • Unlimited users
  10. 10. LibraryH3lp • Route chat, IM, and text among librarians seamlessly • Statistical reporting • Archived chat/IM/text history for analysis • Availability of round-clock virtual reference service stuffed by library professionals for a fee • Mobile interface available for library experts and users (Reference provided and received on the phone) • Patrons can email the chat transcripts to themselves • Patrons can attach and send files to the reference librarians • JavaScript and HTML (not Flash) • Block abusive patrons • Also use XMPP/Jabber accounts, like Google Talk, to answer patron chats.
  11. 11. LibChat • Designed especially for libraries • Cloud-based • No local technical expertise is required • Web-based login and interface • Use customizable chat interface or widget (users produce the code for embedding the widget) • Chat is combined with question submission form and LibAnswers knowledge base (auto-suggest) • LibAnswers knowledge base (auto suggest) and question submission are on when chat is not available • Customizable chat user interface or widget (users produce the code) • Text/SMS • Multiple chat queues • Transfer file
  12. 12. LibChat • Chat between librarians • Answer Twitter questions • Mobile interface available (not Flash-based) • Statistics reporting • Archived chat transcripts, chat history • Monitor the service for quality control • Receive chat, text, and emails in the same user interface • Transcript download and email • Comment at the end of the chat to collect feedback • Chat transfer among librarians • Chat ratings by patrons
  13. 13. LibChat Chat Box
  14. 14. Mosio • Designed especially for libraries • Cloud-based • No local technical expertise is required • A single Web-based login and interface • One single dashboard for chat, email, SMS/text messaging and admin • Receive and answer chat, text, and emails in the same user interface • Simple and easy • A tab as the link to chat, text messaging, and email • Libraries can choose the tab from among 70 tabs or upload their own custom made tabs • Libraries must choose a pre-defined location for the tab • Users have the flexibility to choose their preferred way of communication such as chat, text messaging or email
  15. 15. Mosio • Text messaging and email are available when chat is off • Integration with Facebook, some discovery layer and OPACs, databases, and more so patrons can seek reference help at the point of need • Collaborative answering among librarians • Mobile and tablet ready • Customizable auto-responder • Customizable ready answer templates • Statistics reporting • Archived chat transcripts
  16. 16. Mosio Chat Box
  17. 17. Zoho Chat • Designed for business • Cloud-based • No local technical expertise is required for installation and maintenance • Web-based login and a single interface for both chat and admin • Chat, IM, and email on one single dashboard • Limited user customizable chat interface or widget (users choose the options offered by Zoho to produce the code for embedding the widget)
  18. 18. Zoho Chat • Chat offered in three subtly different ways for different purposes – Live support for multiple librarians on a team, one at a time, to chat with a patron. – Shoutbox allows patrons to chat with each other and librarians – Live Chat for chat between one patron and one librarian • Multiple chat queues • Mobile apps • Statistics reporting • Archived chat transcripts and chat history
  19. 19. QuestionPoint • Designed for libraries • Cloud-based • No local technical expertise is required for installation and maintenance • Web-based login and a single interface for both chat and admin • Chat and email • Chat for individual libraries, consortia, and cooperative 24/7 • Pre-scripted messages • View a Web page in the dashboard and Push page to the patron • Co-browsing • Chat with other reference librarians via IM • Pre-determined resolutions and statistical categories after the chat for follow ups
  20. 20. QuestionPoint • Transfer patrons among librarians • Send emails to patrons after the chat in the chat box • User customizable widget (Qwidget) • Multiple chat queues • Mobile ready • Administrative monitoring • Survey tool after the chat and statistics reporting • Archived chat transcripts and chat history •
  21. 21. LiveChat • Designed for business • Cloud-based • No local technical expertise is required for installation and maintenance • Web-based login and a single interface for both chat and admin • Simple to set up and start • Chat and email • Customizable chat interface or widget • Email is on for patrons to leave a message when chat is off • Operator’s photo in the chat box • Operator initiated chat • Monitor/detect visitors to the Web page and displays information about the geographical location and if this is a returned visitor
  22. 22. LiveChat • One chat per librarian • Knowledge base kicks in when chat is off so patron can find answers to their queries based on keyword search and auto- suggestion. • Instant language translations to chat with visitors around the world • Plug-ins for popular websites such as Facebook, Drupal, Wordpress, Google Analytics, Dropbox, Joomla, and more. • Statistics reporting • Archived chat transcripts and chat history • Transfer chat among team members • Prescripted messages (or canned messages) • Patron rating after the chat
  23. 23. Chat Programs • Oracle Rightnow Cloud Chat Service • Zopim • LivePerson • Digsby • LiveHelp • PHPLive! • Olark • LiveChat • Tutor.com • QuestionPoint • NTRChat • Askalibrarian • WIMZ • CuteLiveChat • RefChatter • LiveAssistance • Askaway • Zoho • LibChat • LibraryH3lp • Mosio
  24. 24. Zopim Chat Box
  25. 25. Zopim Dash Board
  26. 26. Zopim Queue
  27. 27. Thank you for attending this presentation. Questions? Sharon Yang Rider University Library yangs@rider.edu

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