Need to add chat to your LibGuide?
Create a box on your LibGuide and link it to the chat boxes on the UMW LibGuide Resources page by using the "Reuse Existing Box" option.
Quick Links
LibraryH3lp Interface Basics
Responding to patron questions is what this system is all about and fortunately it is really simple. After you login to LibraryH3lp you have to play the waiting game for a patron interaction. The features described below are similar to those found in Pidgin, a 3rd-party program we can use to access the LibraryH3lp system. Read more about Pidgin here.
When the system receives a message you will be notified in two manners - an audio chime (if you have speakers) and a pop-up message on your computer. The chime will continue until an operator responds to the patron. The pop-up message will appear at the bottom-right corner of your computer. Unfortunately the pop-up message is browser dependant. It automatically works if you use Google Chrome, and requires you to download a simple add-on for Firefox. After you download and install the add-on, restart Firefox and log back into LibraryH3lp. In the top-right corner click the Actions button, then select Enable Desktop Notifications. Internet Explorer does not support pop-ups. LibraryH3lp also works with third-party IM programs like Pidgin, though some functionality is limited. Please contact me if you wish to try this method of IM chat reference.
Once a user initiates a chat, a chat message box will appear. Click on the chat message box to start the reference interaction. All operators currently logged into LibraryH3lp will see a new chat request and have the option to click on the chat and respond to the patron. The image below is a chat box. I will highlight a few key features.
IP Address is a unique address that identifies the patron's computer. If a patron sends you a message from a computer in the library, and then later another patron logs on to that same computer and sends you a message, the two patrons will have the same IP address.
Referring URL is the web page where the patron initiated the chat. This is really useful if the patron is referring to a specific item on a page. You can click on the link and go to the page within your browser.
Email Transcript allows you to email a transcript of the chat interaction to the patron, yourself, or any other email address. The patron also sees a button on the chat widget to email a transcript to themselves.
Tag for Followup allows you to add notes to the chat interaction that a patron will not see. For example, you can use this to document how you answered a difficult reference question.
Transfer Chat allows you to transfer a chat to another queue or operator who is online. This is useful, for example, if you receive a difficult history question and you see Jack is online. Before you transfer a question to an operator it is good form to message the operator privately and see if they are actually available and able to interact with the patron. All operators are assigned to the umwlibrariess-queue, so if you transfer a chat to that queue, all operators currently logged into the system will see the question.
Send File allows you to send a file to the patron. When you use this feature it will send a URL to the patron within the chat window which they can click on and download the object to their device. Please do not use this feature to send documents that contain sensitive information. If you need to send such a document, ask the patron for an email address and email the attachment directly via an email client.
Block allows you to block an IP address for 24-hours. If you receive an unwanted message please feel free to use this feature. Remember, an IP address does not uniquely identify a patron.
Other than the added features discussed above, chatting with a patron is easy. Just enter text in the text field and hit the Enter button on your keyboard. When you are typing in the text chat window the patron will see a message saying that you are typing, and the same is true when a patron is typing in a chat widget.
SMS Chat
Most features shown above are also available when interacting with a patron via SMS. The interface for you is the same, but you are not shown an IP Address or Referring URL. The biggest difference is the delay between sending messages. Depending on a host of variables it can take several minutes for either party to receive a message so please be patient.
The SMS phone number for UMW Libraries is 540-657-3337. If a patron attempts to call this number it will forward their call to the Simpson Library Reference Desk. If a patron sends a SMS message to the number and no operator is online they will receive the message: "We're currently offline. Please go to libraries.umw.edu or call 540-654-1148 (Simpson) or 540-286-8025 (Stafford) for assistance.”
Anytime you receive a chat interaction it is added to your LibraryH3lp folder in your Contacts box within the LibraryH3lp system. In the example below the chat interaction that begins with 7737067152 is an example of an SMS chat interaction and is in fact the patron's phone number. This could be useful if you need to contact the patron, but always ask for permission first. Having them contact you directly will often be preferable as not all SMS chat interactions will come from a phone that has a dedicated number, such as an iPad. Once you logout of LibraryH3lp and log back in the dot next to earlier chat interactions will no longer appear green and the contact will be moved to your Offline folder. You can remove a previous interaction by selecting the item and clicking the red minus button at the top of the Contact box. Be cautious when doing this because you can also remove offline operators in the same manner.
Keep in mind that a patron's device may limit the number of characters that can be received in a single message. This limit is often 160 characters. It is a good idea to try to keep messages short and to the point.
Finally, the matter of SMS cost. Each time you respond to a patron it will cost the library about 5-cents and could cost the patron even more depending on their service plan.
Chat Basics
Remember, IM chat reference removes the ability to use visual cues, which are an important part of communication. Things like sarcasm and humor can be lost in IM chat communication. When in doubt, I would suggest you mimic the formality and style of the patron.
Be friendly and reply promptly. Even if you are busy helping an in-person patron, it is good form to respond to the IM chat letting them know you are assisting another patron and will help them as soon as possible. It is also good form to keep checking in with an IM chat patron. If you are busy searching for an answer to their question, give them quick updates so they know you are still working on their question. It can be as simple as "Still here working on your answer."
It is easier to digest smaller chunks of IM chat text than long, dense passages. Also, some text messaging services require messages to be under 160 characters in length. Try keeping responses short.
At the end of an interaction be sure to ask the patron if their question was answered. Also ask them if they have any additional questions.
You can copy/paste a URL into the chat session and it will send a click-able link to the patron. This is particularly useful for material in databases. Just remember, the patron may be off campus, so you may need to include the EZProxy prefix http://.umw.edu:2048/login?url= at the begin of the link.
LibraryH3lp supports a wide array of Emoticons. The code for these can be found here: http://code.google.com/p/libraryh3lp/wiki/SupportedEmoticons
