Your SlideShare is downloading. ×
Lib h3lp pidgin info session for staff
Upcoming SlideShare
Loading in...5

Thanks for flagging this SlideShare!

Oops! An error has occurred.

Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Lib h3lp pidgin info session for staff


Published on

  • Be the first to comment

  • Be the first to like this

No Downloads
Total Views
On Slideshare
From Embeds
Number of Embeds
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

No notes for slide
  • Words in italics are LibH3lp terms. (they pop up on screens so its useful to know)
  • Transcript

    • 1. LibH3lp
    • 2. VR Services – late August & forward
      Ref chat widgets (Meebo LibraryH3lp)
      IM messaging (Trillian LibraryH3lp)
      Text messaging (Trillian Google Voice)
      Trillian Pidgin
    • 3. 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)
      Using the LibH3lp web page
    • 4. What about?
      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.
    • 5. 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
    • 6. 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.
    • 7. In-office monitoring
      The easiest way to monitor LibH3lp is through the web page:
      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.
    • 8. Logging in – web client
      Enter personal username and password
      Select queues to monitor
      Ask_a (Ask Us web page)
      Libraryguides (widgets on Ref Libguides)
    • 9. 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
    • 10. 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
    • 11. 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.
    • 12. Two operators are signed on (present under “Buddies” folder)
      Patron has asked question from libraryguides widget/webpage
    • 13. Multiple Operators
      When the another librarian answers the chat, the second librarian sees both who answered it and a message that the patron “left the conversation.”
    • 14. 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
    • 15. Transferring Chats
      Transfer a chat to any online operator in Buddy folder
      Click Transfer Chat to start
    • 16. 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.
    • 17. Other features
      Tag for followup
      Emails the chat - with a note – to the email address of the operator involved in the chat and the email accounts
      Send file
      Both operator & patron can send files up to 1MB in size. A link will be sent to download.
    • 18. Using Pidgin vs Web Client
    • 19. Pidgin
      The text box will appear on the screen, independent of a buddy list.
      A 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.
      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.