This document discusses and compares various chat and virtual reference programs that can be used by libraries. It provides information on key features of popular chat programs such as LibraryH3lp, LibChat, Mosio, Zoho Chat, and QuestionPoint. These programs offer cloud-based solutions that provide chat, email, knowledge bases and other features to enable virtual reference and assistance without requiring local technical expertise. The document also shares screenshots of chat boxes and dashboards from services like LibraryH3lp and Zopim to illustrate their interfaces.

1. Virtual Reference
Technology Speed Dating
Monrow Public Library
Wednesday, March 19, 2014
Sharon Yang
Rider University Library

2. Virtual Reference
• Digital reference
• Remote reference
• Real-time reference
• Live reference
• E-reference

3. Virtual Reference Technologies
• Chat
• Videoconferencing
• Voice over IP
• e-mail
• instant messaging
• Text

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. 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. 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. 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. 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. 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. 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. 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. 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. LibChat Chat Box

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. 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. Mosio Chat Box

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. 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. 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. 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. 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. 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. 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. Zopim Chat Box

25. Zopim Dash Board

26. Zopim Queue

27. Thank you for attending this
presentation. Questions?
Sharon Yang
Rider University Library
yangs@rider.edu