LibraryH3lp Training
About LibraryH3lp:
LibraryH3lp is an integrated web chat/IM platformwritten specifically for libraries. It allows
multiple
librarians to receive chatsfrom its
native chat widget
or Meebo Me widgets as well as IMs from patronson other IM networks such as AIM, Yahoo!, MSN, and Google Talk. While itroutes messages to multiple librarians, only the first one to respond "wins"the chat and becomes connected with the patron.
How is it different from what we are doing now?
Allows
multiple
librarians to staff simultaneously & receive chats at thesame time
Allows for Text messaging (using Google Voice SMS gateway.)
Allows for FaceBook integration
Mobile device friendly
Transfer IMs to any other LibraryH3lp queue or operator
How does this work?
Questions appear on your screen in a new pop-up box
Messages flash red, and make a noise if your computer has sound
Only first librarian to respond to patron gets connected.1.
All librarians on a queue can tell which librarian answered the chat.2.
ALL chats on queues, IMs, and text messages can be transferred!3.
Librarians can buddy and IM each other directly.4.
Librarians can send files to patrons: includes all IM patrons too!
To use LibraryHelp & monitor the service:
1.
Log on to LibraryH3lp web interface go to:https://libraryh3lp.com/webchat/ & log in with your assigned username:and password: library2.
Select the queues you wish to monitor (select both queues):
☑
askalibrariancolumbia
☑
textmessagecolumbia3.
You are now logged on to Ask-A-Librarian and monitoring the queuesyou selected4.
To change your password click on “Change Password” link in the upperright corner. (only have to do this once- or keep your originalpassword)5.
If one or more users assigned to a queue have
Available
status, thequeue is online. Users with
Away
or
Do Not Disturb/Busy
status willnot bring a queue online.
To use LibraryHelp & and be available for referrals only, i.e. notmonitor any queues:
1.
Log on to LibraryH3lp web interface go to:https://libraryh3lp.com/webchat/ & log in with your assigned username:and password: library
2.
Do
NOT
select either queue; click OK.3.
Make sure your icon is set to “available” so that those monitoring thequeues for their hour will know that you are available for referrals.4.
To stop monitoring the queues after your scheduled hour and just be available for referrals
:a.
Click on the
Action
button on the top right hand side and thenchoose
Select Queues
.b.
Unselect the askalibrarian and textmessagecolumbia queues andclick OK. Change your icon from the smiley face “available forchat” to the green “available” icon.
Answering questions:
All librarians with
available
status on a given queue will receive eachincoming chat or IM.
Only the first to respond will become connected with the patron.
The librarians that do not "win" the chat will become disconnectedfrom the patron, and they will receive notification of the librarian thatsuccessfully answered the chat.
1.
To help a patron type your response in the box at the bottom of thepop-up box with the question; and hit enter to send your response(repeat as necessary)
Transferring patrons:
Any chat originating from a queue, including IMs and text messagesfrom gateways, can be transferred to any other online queue orindividual user that is part of the same administrative domain.
The recipient of a transfer will see the full roll-back of the chat up tothe point of transfer.
This means that the patron does not have to repeat their story to theperson they were transferred to.
It is a good practice to tell the patron when they are going to betransferred and to encourage them to hold on while the transferhappens. The transfer actually goes through instantly, but there maybe a wait while the transferee picks up the chat. It is also a goodpractice for the recipient of a transfer to give a quick "hello" to thepatron before reading over the entire history. Both of these things helpprevent the patron from losing patience and wandering away.1.
Click on “Transfer Chat” + Select the queue or individual to receivethis chat
Sending Files:
Librarians can send files to any patrons that arrive through a queue,whether the patron is on a web chat widget or using their own IMaccount with AIM, Yahoo!, or whatever kind of gateways are integratedwith your queues
Files sent through the system will appear for the other party as a linkin the chat. Clicking the link will start a download.
Files sent can be a maximum of 1 MB per file; files of any type can besent. Files will stay on the server for 2 days and then are automaticallydeleted.
1.
Click on the “Send File” link in the chat box2.
Browse to the file you want to send + click “OK” 3.
You get a notice in a new tab letting you know if it’s successful or not4.
Patron will receive a link to the document:ex.
Email Transcripts:
enter the email you want to send the transcript to(whole address)
Tag for Follow-up:
sends an email to account administrator for follow-up.
For admin access:
https://libraryh3lp.com/admin/ Use your username and password to access Transcripts, Reports, UsageStats, and Help documentation.
Use the
Help Docs
tab to find out more about LibraryH3lp.
Use the
Monitor Activity
tab to:
o
Monitor real-time activity on the system.
o
Download a CSV (comma separated values) file of your callhistories to manipulate using Excel.
o
You can perform any of these actions over a range of dates andqueues using the
calendar page
view.
Use the
View Reports
tab to:
o
View table and chart versions of your traffic.
o
Get reports over any date range and on one, all, or several of your queues.
o
Export a CSV file of your tables.
o
Generate a stable URL pointing to your charts.
o
Save images of charts (right-click, save as...)Example question box:
Search History:
Result 00 of 00
00 results for result for
p.
LibraryH3lp: Managing Multiple Logins
Complements IM and SMS Reference Services, by Amanda Bielskas and Kathleen M. Dreyer. The TECH SET #19.
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