Reference Service with LibraryH3lp Julie George and Cindy Judd Eastern Kentucky University.

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Presentation transcript:

Reference Service with LibraryH3lp Julie George and Cindy Judd Eastern Kentucky University

Overview of Today’s Presentation Our Story LibraryH3lp – Basic Perspective of patrons calling and staff answering the calls. LibraryH3lp – Advanced Widgets, Gateways, Queues, Users, and more. Your Questions and Comments

Initiate our IM service GAIM: volunteers, min. PR Changes needed: staffing model, IM aggregator, transcripts Meebome: required shifts, PR push Introduce IM widget Changes needed: IM hours, more widgets, stats form Meebome: required shifts, more widgets Introduce LibGuides LibraryH3lp: keep meebome widgets; change to LH3lp widgets in Spring Changes needed: flexible staffing, easier stats LibraryH3lp: staff at ref.desk; add LH3lp widgets; add SMS service Future?

LibraryH3lp – Patron View – Widget

LibraryH3lp – Staff View LibraryH3lp Web Client

LibraryH3lp – Staff View – Login (Queues)

LibraryH3lp – Staff View – Answering

LibraryH3lp – Staff View – Transferring

LibraryH3lp – Staff View – Staff to Staff

LibraryH3lp – Staff View – Status

LibraryH3lp – Simple Overview

LibraryH3lp Terms

a box on a web page in which patrons type questions LibraryH3lp Terms Widgets

Gateway Routes IM or SMS traffic to a queue LibraryH3lp Terms

Routes questions to users Queue LibraryH3lp Terms

Users = Library Staff LibraryH3lp Terms

So how does it work? LibraryH3lp

Question –> Widget –> Queue –> Users LibraryH3lp – Call Routing

Question –> Widget –> Queue –> Users Question –> IM –> Gateway –> Queue –> Users LibraryH3lp – Call Routing

Question –> Widget –> Queue –> Users Question –> Widget –> User Question –> IM –> gateway –> queue –> Users LibraryH3lp – Call Routing

Question –> IM/Widget –> gateway –> queue –> user –> user or queue – OR– LibraryH3lp – Call Routing: Transfers

queues LibraryH3lp – Administration Module

queues gateways LibraryH3lp – Administration Module

queues gateways users (library staff) LibraryH3lp – Administration Module

LibraryH3lp – How Users Get to Us Library homepage LibGuides EBSCO databases Library OPAC Individual librarians’ Facebook webpages IM: ekulibraries

LibraryH3lp – How We Staff Our Service

LibraryH3lp – New Txt-Us Service

LibraryH3lp – Other Ways We Use Queues Sample Report of the LibraryH3lp Transactions on 3/15/10

LibraryH3lp – The Impact of Queues

LibraryH3lp – URLs LibraryH3lp Blog: libraryh3lp.blogspot.com/ LibraryH3lp Documentation/FAQ: LibraryH3lp Google Group LibraryH3lp Twitter

Reference Service with LibraryH3lp

Image Credits “Torii Sunset, Miyajima” cc:by-nc-nd | “Changi Airport Air Traffic Control” cc:by | “LuMaxArt FS Collection Orange0010” cc:by-sa | “LuMaxArt FS Collection Orange0029” cc:by-sa | “Workgroup SpectrumG03515” cc:by-sa | “Read a book cc:by-nc | “Texting” cc: by-sa | “Questions” All other images by the presenters or used with permission

Contact Us Kentucky Library Association Spring 2010 Conference Julie George Reference Team Leader Chat: Cindy Judd Learning Resources Center Team Leader Chat: