Middlebury

Difference between revisions of "Quick Guide LibraryH3lp"

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m (WHAT YOU SEE UPON LOGIN Image:Libraryh3lp client login.png)
 
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===== '''ACCESS THE LIBRARYH3LP CHAT CLIENT'''  =====
 
===== '''ACCESS THE LIBRARYH3LP CHAT CLIENT'''  =====
  
To login: [https://libraryh3lp.com/webchat/ go/libhelp] or [http://go.middlebury.edu/chatref go/chatref]
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To login: [https://us.libraryh3lp.com/webclient/#/client go/libhelp] or [https://us.libraryh3lp.com/webclient/#/client go/chatref]
  
 
Note: use all lower-case for your username: your password is case-sensitive
 
Note: use all lower-case for your username: your password is case-sensitive
  
===== '''WHAT YOU SEE UPON LOGIN'''<br> [[Image:Libraryh3lp client login.png]]  =====
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===== '''WHAT YOU SEE UPON LOGIN'''<br> [[Image:Libhelp login new.JPG]]  =====
  
 
Best practice: check your buddy list to see if any other librarians are online.<br>
 
Best practice: check your buddy list to see if any other librarians are online.<br>
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*If you can't see other logged-on staff in your buddy list (or if they can't see you), try toggling your availability status to "unavailable" and then back to "available" or "free for chat", as appropriate.
 
*If you can't see other logged-on staff in your buddy list (or if they can't see you), try toggling your availability status to "unavailable" and then back to "available" or "free for chat", as appropriate.
*If you have connectivity problems, try clearing your browser cache (SHIFT + Refresh)
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*If you have connectivity problems, try '''clearing your browser cache''' (SHIFT + Refresh)
 
*Check LibH3lp status &amp; updates by checking their Twitter feeds: [http://twitter.com/#!/libraryh3lp/ http://twitter.com/#!/libraryh3lp/]<br>
 
*Check LibH3lp status &amp; updates by checking their Twitter feeds: [http://twitter.com/#!/libraryh3lp/ http://twitter.com/#!/libraryh3lp/]<br>
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*'''Forget to logout or unable to logout?''' Check with someone who has LibraryH3lp administration rights (Bryan/Richard/Carrie). One of them will take the following steps:
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**Login to Admin mode : https://us.libraryh3lp.com/admin/
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**Click '''Users tab''' at bottom [[File:Libh3lp admin tabs.PNG|none]]
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**Click the '''user's name''' on list [[File:Libraryh3lp listofnames.PNG|none]]
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**'''Uncheck the boxes''' next to librarian's assigned queues (usually '''midd-reference''') [[File:Libh3lp queue.PNG|none]]
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**When the librarian logs in again, he/she will need to '''re-check''' the queue box [[File:Libraryh3lp selectqueues.PNG|none]]
  
===== New "Alert Window" :Firefox or Chrome =====
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===== New "Alert Window": Firefox or Chrome =====
 
*Firefox: Download the Desktop alert extension: https://addons.mozilla.org/en-US/firefox/addon/html-notifications/
 
*Firefox: Download the Desktop alert extension: https://addons.mozilla.org/en-US/firefox/addon/html-notifications/
 
*Chrome: no need to download –it’s ready to roll.
 
*Chrome: no need to download –it’s ready to roll.
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**Logon to chat ref (in whichever browser you will be using – or follow these same instructions for both browsers after you’ve downloaded the FF extension
 
**Logon to chat ref (in whichever browser you will be using – or follow these same instructions for both browsers after you’ve downloaded the FF extension
 
**In the upper right corner “action” button, choose “Enable desktop notifications”
 
**In the upper right corner “action” button, choose “Enable desktop notifications”
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:::[[File:Desktop_alert1.png‎]]
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*The alert window isn’t large – it stays down with your browser menu -- but it should help, along with the “sonar ping” that still sounds.
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 +
:::[[File:Desktop_alert2.png]]
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 +
NOTE: you may need to 'allow pop-ups' for libraryh3lp.com.
  
 
===== More Information<br>  =====
 
===== More Information<br>  =====
  
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*To add LibraryHelp widget to a subject guide, see instructions [http://mediawiki.middlebury.edu/wiki/LIS/SubjectsPlus#Adding_LibraryH3lp_widget_to_sidebar here] on SubjectsPlus wiki page.
 
*Follow this&nbsp;[http://www.youtube.com/watch?v=OkPMmVyGmKY link for a short video tutorial] created by the librarians at American University.
 
*Follow this&nbsp;[http://www.youtube.com/watch?v=OkPMmVyGmKY link for a short video tutorial] created by the librarians at American University.
 
*Check more documentation on the [http://libraryh3lp.com/docs/ LibraryH3lp webpages.]
 
*Check more documentation on the [http://libraryh3lp.com/docs/ LibraryH3lp webpages.]
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----
 
----
  
Note: This guide was copied from one created by Uta Hussong-Christian at Oregon State University.<br>
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Note: This guide was copied from one created by Uta Hussong-Christian & Stefanie Buck at Oregon State University.<br>
  
 
[[Category:LibraryH3lp]] [[Category:Chat reference]]
 
[[Category:LibraryH3lp]] [[Category:Chat reference]]

Latest revision as of 11:44, 9 September 2014

ACCESS THE LIBRARYH3LP CHAT CLIENT

To login: go/libhelp or go/chatref

Note: use all lower-case for your username: your password is case-sensitive

WHAT YOU SEE UPON LOGIN
Libhelp login new.JPG

Best practice: check your buddy list to see if any other librarians are online.

STARTING YOUR CHAT SHIFT

When you are ready to take your shift, login & make sure your status is set to "Available".

(When you login, your status should default to "Available".)

Libraryh3lp screen.png


INCOMING CHAT

An incoming chat is accompanied by sound and blinking title bar. Answering the chat will stop the sound and the blinking. Enter your response at the bottom of the widget.Press enter to send the message.

Libraryh3lp incoming chat.png

Update: the newest version of LibraryH3lp has an option of pop-up alert window. See bottom for instructions.

WHAT THE PATRON SEES

On the patron side, the chat status will appear in the top left hand corner. The patron types their message in the lower box.

Libraryh3lp chatwidget.png

SEND FILES

You can send files easily to the patron. Click the "Send File" link.

Browse to the file location and click "Ok".

Libraryh3lp librarian send file.png


Note: sending files must be done separately from the actual message regarding the sent file.

PATRON RECEIVES FILE

The patron will see files that you send as a link in their chat window. Clicking on the link gives them access to the file.

Libraryh3lp patronfilerecieved.png

PATRONS SENDING FILES

Patrons can also send files to you. Instruct the patron to click on the folder icon and locate the file. When a patrons sends a file, the upload window tends to open inside the chat widget window and the patron does not receive any confirmation that the file has been sent. Let the patron know that the file has been received (you will see a link in your client window).

Libraryh3lp patronsendfile.png

When you receive the file that the patron sent, you will get a "downloaded from" message (NOTE: you will see the same message for both sending and receiving files.)

Libraryh3lp patron downloaded file.png

SEND TRANSCRIPT OF CHAT SESSION TO PATRON

To send a chat transcript to a patron, click on "Email Transcript", obtain and then enter the patron's email address and click "OK".

Libraryh3lp librarian email transcript.png

PATRONS CAN OBTAIN THEIR OWN CHAT TRANSCRIPT

You may simply wish to alert patrons they can obtain a transcript themselves by clicking on the envelope in the lower right corner. Another window will popup for their email address.

Transcriptsenvelope.PNG


TRANSFERRING A CHAT TO ANOTHER LIBRARIAN

One of the benefits of LibraryH3lp is that you can transfer an active chat session to another librarian (especially useful at shift change).

Click on the Transfer Chat link > choose librarian from the Individual list > click OK.

When the transfer goes through, you will receive a notification that the patron has left the conversation with you. The session is no longer active for you.

Libraryh3lp transfer left conversation.png

COMPLETING AN EMAIL REFERRAL

When the complexity of a chat session requires referral to a subject librarian, simply cut and paste the chat conversation into an email to the designated subject librarian and add any necessary information. Emailing the chat transcript directly from Library H3lp does not allow us to add context to the message (the receiving librarian will get only the transcript)

Ignore the "Tag for Follow-up" feature for now (it only sends email to top-level administators).

COMPLETING YOUR SHIFT

Log off at the end of your shift.

Libraryh3lp logout.PNG

TROUBLESHOOTING
  • If you can't see other logged-on staff in your buddy list (or if they can't see you), try toggling your availability status to "unavailable" and then back to "available" or "free for chat", as appropriate.
  • If you have connectivity problems, try clearing your browser cache (SHIFT + Refresh)
  • Check LibH3lp status & updates by checking their Twitter feeds: http://twitter.com/#!/libraryh3lp/
  • Forget to logout or unable to logout? Check with someone who has LibraryH3lp administration rights (Bryan/Richard/Carrie). One of them will take the following steps:
    • Login to Admin mode : https://us.libraryh3lp.com/admin/
    • Click Users tab at bottom
      Libh3lp admin tabs.PNG
    • Click the user's name on list
      Libraryh3lp listofnames.PNG
    • Uncheck the boxes next to librarian's assigned queues (usually midd-reference)
      Libh3lp queue.PNG
    • When the librarian logs in again, he/she will need to re-check the queue box
      Libraryh3lp selectqueues.PNG
New "Alert Window": Firefox or Chrome
  • Firefox: Download the Desktop alert extension: https://addons.mozilla.org/en-US/firefox/addon/html-notifications/
  • Chrome: no need to download –it’s ready to roll.
  • Activating the alert in both FF & Chrome:
    • Logon to chat ref (in whichever browser you will be using – or follow these same instructions for both browsers after you’ve downloaded the FF extension
    • In the upper right corner “action” button, choose “Enable desktop notifications”
Desktop alert1.png
  • The alert window isn’t large – it stays down with your browser menu -- but it should help, along with the “sonar ping” that still sounds.
Desktop alert2.png

NOTE: you may need to 'allow pop-ups' for libraryh3lp.com.

More Information



Note: This guide was copied from one created by Uta Hussong-Christian & Stefanie Buck at Oregon State University.

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