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

    1. 1. LibH3lp<br />
    2. 2. VR Services – late August & forward<br />Ref chat widgets (Meebo LibraryH3lp) <br />IM messaging (Trillian LibraryH3lp)<br />Text messaging (Trillian Google Voice)<br />Trillian Pidgin <br />Email <br />
    3. 3. Tying it together<br />LibH3lp is used to monitor:<br />IM services (gateways)<br />Any widgets created for reference desk use (queues)<br />Librarians monitor LibH3lp by:<br />Using Pidgin (at the Bartle Reference Desk)<br />*or*<br />Using the LibH3lp web page<br />
    4. 4. What about?<br />Email<br />Monitor at the Bartle Desk<br />Google Voice<br />Monitor at the Bartle Desk. <br />Personal chat widgets through Meebo<br />Can be changed over to LibH3lp at individuals’ discretion after September. OR Meebo can still be used.<br />
    5. 5. Why LibH3lp?<br />Widgets do not require flash to work<br />Allows multiple librarians (operators) to be logged in at once<br />Can transfer in-session chats <br />Has built – in statistical tracking and reporting<br />Allows both patrons and librarians to email transcripts <br />
    6. 6. Why Pidgin?<br />Pidgin will login as soon as the Ref Desk is open <br />Will run in the system tray, minimizing the number of open windows<br />Works similar to Trillian, including new message notifications, etc. <br />
    7. 7. In-office monitoring<br />The easiest way to monitor LibH3lp is through the web page:<br />No downloads required<br />Less robust then Pidgin in terms of message alerts, etc<br />Librarians can use Pidgin in their offices if they want (Adium must be used on Macs users). Contact DRC for more info. <br />
    8. 8. Logging in – web client<br />Enter personal username and password<br />Select queues to monitor<br />Ask_a (Ask Us web page)<br />Libraryguides (widgets on Ref Libguides)<br />
    9. 9. Monitoring <br />Any other librarians/operators that are logged in will appear under the “Buddies” folder<br />Incoming chats will popup on the screen just as in Meebo<br />
    10. 10. Monitoring<br />The top of the chat window will show the URL of the page the patron is using, when applicable<br />IMs will appear without an URL on the chat window, but will show the IM client name<br />
    11. 11. Multiple Operators<br />When multiple librarians/operators are logged in at once, a message appears in the chat window to indicate that it has been answered. <br />To the librarian who did not answer the chat, they also see a message that the patron went offline.<br />
    12. 12. Two operators are signed on (present under “Buddies” folder)<br />Patron has asked question from libraryguides widget/webpage<br />
    13. 13. Multiple Operators<br />When the another librarian answers the chat, the second librarian sees both who answered it and a message that the patron “left the conversation.”<br />
    14. 14. Transferring Chats <br />Transferring ongoing chats can be done between any online operators (appearing in the Buddy folder) <br /> Click on “Transfer Chat” at the top of the chat window to get started<br />Follow the on-screen instructions <br />
    15. 15. Transferring Chats <br />Transfer a chat to any online operator in Buddy folder<br />Click Transfer Chat to start<br />
    16. 16. Transferring Chat<br />When the transferred chat is received, let the patron know you are there – you may need to read the history to catch up. <br />The operator who transferred the chat to you will be disconnected from it. <br />
    17. 17. Other features<br />Tag for followup<br />Emails the chat - with a note – to the email address of the operator involved in the chat and the email accounts<br />Send file<br />Both operator & patron can send files up to 1MB in size. A link will be sent to download.<br />
    18. 18. Using Pidgin vs Web Client<br />
    19. 19. Pidgin<br />The text box will appear on the screen, independent of a buddy list. <br />A text line tells you where the patron is coming from <br />Another line provides a link to the web client log in to handle chat transfers, etc. <br />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. <br />