Lib h3lp pidgin info session for staff
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Lib h3lp pidgin info session for staff

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  • Words in italics are LibH3lp terms. (they pop up on screens so its useful to know)

Lib h3lp pidgin info session for staff Lib h3lp pidgin info session for staff Presentation Transcript

  • LibH3lp
  • 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 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.”
  • 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
    Transfer a chat to any online operator in Buddy folder
    Click Transfer Chat to start
  • 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 file
    Both operator & patron can send files up to 1MB in size. A link will be sent to download.
  • Using Pidgin vs Web Client
  • 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.