Middlebury

Quick Guide LibraryH3lp

Revision as of 14:11, 11 January 2012 by Richard Jenkins (talk | contribs) (Added tag: 'chat reference')

ACCESS THE LIBRARYH3LP CHAT CLIENT

LibraryH3lp is the new chat client that will replace Meebo. You each have your own chat client login. Logging in with your own account allows you to do two things not possible in Meebo.

1) Have multiple librarians logged in and monitoring the same chat service (much like when staffing L-Net) and 2) Transfer chats to another librarian if needed (e.g. transfer end-of-shift chat to next shift librarian.)


WHAT YOU SEE UPON LOGIN
Libraryh3lp client login.png

To login go to:http://libraryh3lp.com/webchat/

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

The first time you login, please change your password (initially set to: valleylibrary)

Check your buddy list to see if your colleagues are there. If a buddy is missing, add a buddy using this format: username@libraryh3lp.com ( standard librarian username is vlibXXXXX).


STARTING YOUR CHAT SHIFT
When you are ready to take your shift, IM the librarian currently on that you are ready and 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 messsage.

Libraryh3lp incoming chat.png


BY THE WAY...THIS IS 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


Please note that sending files must be done separately from the actual message regarding the sent file.

Once you send the file, you may receive a cryptic "success" screen. Simply close the window or tab to get back to your chat session.


Libraryh3lp librarian filesend success.png

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 TO PATRON (canned message)
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 (canned message)
You may simply wish to alert patrons they can obtain a transcript themselves. You can see their options below.

Paste the text below into the message box:

"Thank you for using chat to contact OSU Libraries. If you wish to have a transcript of this session emailed to you, simply click on the "letter" icon, enter your email address and click OK."

Libraryh3lp patronemailtranscript.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. 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 or set your status to "Unavailable".

LibraryH3lp status unavailable.PNG

When the service is "unavailable", our patrons see a message referring them to Valley.Reference email or L-Net.



TROUBLESHOOTING
If you have trouble with not seeing other logged-on staff in your buddy list (or they can't see you), try toggling your availability status to "unavailable" and then back to "available" or "free for chat", as appropriate.


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

Follow this link for a short video tutorial created by the librarians at American University.

There is various documentation created by the company, on the LibraryH3lp webpages.