1. By By M. Surulinathi Dr. S. Srinivasaragavan Dr. R. Balasubramani N. Amsaveni Initiatives of Live Chat Service in Public Libraries: The Global Perspective Initiatives of Live Chat Service in Public Libraries: The Global Perspective

2. Introduction Since the late 1990s, Libraries have experimented with technology to provide traditional library services in the online environment. Since the late 1990s, Libraries have experimented with technology to provide traditional library services in the online environment. The use of e-mail, chat and other online media to provide reference services has presented numerous challenges and opportunities. The use of e-mail, chat and other online media to provide reference services has presented numerous challenges and opportunities.

3. Introduction Cont… As a result of these collaborations, librarians must often work with users outside of their primary patron base.As a result of these collaborations, librarians must often work with users outside of their primary patron base. Collaborative online reference services have brought together librarians from different environment, including public, academic and special libraries.Collaborative online reference services have brought together librarians from different environment, including public, academic and special libraries.

4. Meaning of Instant Messaging According to Wiktionary A computer application which allows instant text communication between two or more people through a network such as the Internet. Note:- Wiktionary A wiki based open Content Dictionary A wiki based open Content Dictionary

5. Definition of Chat Two or more individuals connected to Internet have real-time text-based conversations by typing messages into their computer. Groups gather to chat about various subjects. As you type, everything you type is displayed to the other members of the chat group. Two or more individuals connected to Internet have real-time text-based conversations by typing messages into their computer. Groups gather to chat about various subjects. As you type, everything you type is displayed to the other members of the chat group. www.tamu.edu/ode/glossary.html

6. REVIEW OF LITERATURE It enables one to be aware of the past and current trends in any particular branch of research. It enables one to be aware of the past and current trends in any particular branch of research.

7. Sample Review WARD, J. et. al. (2003) highlighted the The Winter Park Public Library began Chat Live/Ask a Librarian (Chat Live), a live online reference service, on February 1, 2002. We first chose Live Assistance as our library's service provider but later switched to QuestionPoint, sponsored by OCLC. This paper outlines our experiences with both chat services and includes the following: our reason behind initiating a chat reference service; the selection process; how we trained and implemented the service into our daily routine; marketing the service to patrons; our day-to-day experiences (including a chat session transcript); the importance of script writing; some brief statistics on usage; and our overall thoughts on the process. WARD, J. et. al. (2003) highlighted the The Winter Park Public Library began Chat Live/Ask a Librarian (Chat Live), a live online reference service, on February 1, 2002. We first chose Live Assistance as our library's service provider but later switched to QuestionPoint, sponsored by OCLC. This paper outlines our experiences with both chat services and includes the following: our reason behind initiating a chat reference service; the selection process; how we trained and implemented the service into our daily routine; marketing the service to patrons; our day-to-day experiences (including a chat session transcript); the importance of script writing; some brief statistics on usage; and our overall thoughts on the process. Ward, J. et. al. (2003) “Going it alone: can a small/medium- sized library manage live online reference?”, Reference Librarian, (79-80): pp. 311-322. Ward, J. et. al. (2003) “Going it alone: can a small/medium- sized library manage live online reference?”, Reference Librarian, (79-80): pp. 311-322.

8. Objectives of the Study To bringing togetherTo bringing together To staffing for live electronic referenceTo staffing for live electronic reference To creating the infrastructure for Digital Reference ServiceTo creating the infrastructure for Digital Reference Service To building a virtual communityTo building a virtual community To creating a reference future.To creating a reference future.

9. List of Software for Live Chat Open Source SoftwareOpen Source Software Google talk - http://www.google.com/talk/index.htmlGoogle talk - http://www.google.com/talk/index.htmlhttp://www.google.com/talk/index.html AjaxChat - http://www.ajaxchat.org/AjaxChat - http://www.ajaxchat.org/http://www.ajaxchat.org/ PHP Open Chat - http://phpopenchat.org/PHP Open Chat - http://phpopenchat.org/http://phpopenchat.org/ Chatty- http://www.opensourcescripts.com/dir/PHP/Chat/338.ht mlChatty- http://www.opensourcescripts.com/dir/PHP/Chat/338.ht ml http://www.opensourcescripts.com/dir/PHP/Chat/338.ht ml http://www.opensourcescripts.com/dir/PHP/Chat/338.ht ml ARSC Really Simple Chat - http://www.opensourcescripts.com/dir/PHP/Chat/492.ht mlARSC Really Simple Chat - http://www.opensourcescripts.com/dir/PHP/Chat/492.ht ml http://www.opensourcescripts.com/dir/PHP/Chat/492.ht ml http://www.opensourcescripts.com/dir/PHP/Chat/492.ht ml PHP Free Chat - http://www.opensourcescripts.com/dir/PHP/Chat/2576.h tmlPHP Free Chat - http://www.opensourcescripts.com/dir/PHP/Chat/2576.h tml http://www.opensourcescripts.com/dir/PHP/Chat/2576.h tml http://www.opensourcescripts.com/dir/PHP/Chat/2576.h tml X7 Chat - http://www.x7chat.com/X7 Chat - http://www.x7chat.com/http://www.x7chat.com/

10. Commercial Software 123 Flash Chat- http://www.123flashchat.com/123 Flash Chat- http://www.123flashchat.com/http://www.123flashchat.com/ HelponClick - http://www.helponclick.com/HelponClick - http://www.helponclick.com/http://www.helponclick.com/ Chat4Support - http://www.chat4support.com/download.aspChat4Support - http://www.chat4support.com/download.asp http://www.chat4support.com/download.asp AliveChat - http://rbytes.net/software/alivechat-review/AliveChat - http://rbytes.net/software/alivechat-review/ http://rbytes.net/software/alivechat-review/ LivePerson - http://www.liveperson.com/livechat/LivePerson - http://www.liveperson.com/livechat/ http://www.liveperson.com/livechat/ Ask a Librarian - http://www.askalibrarian.orgAsk a Librarian - http://www.askalibrarian.orghttp://www.askalibrarian.org Qustionpoint - http://www.questionpoint.org/Qustionpoint - http://www.questionpoint.org/http://www.questionpoint.org/

11. Prerequisites for Live Chat Linux/Windows(Operating System)Linux/Windows(Operating System) Apache (Web Server)Apache (Web Server) Mysql (Back end tool / Database)Mysql (Back end tool / Database) Ajaxchat (Open Source Software)Ajaxchat (Open Source Software) WindowsWindows Googletalk (Open Source Software) orGoogletalk (Open Source Software) or 123 Flash Chat (Commercial Software)123 Flash Chat (Commercial Software)

12. CHAT REFERENCE LIBRARIES http://liswiki.org/wiki/Chat_reference_libr arieshttp://liswiki.org/wiki/Chat_reference_libr arieshttp://liswiki.org/wiki/Chat_reference_libr arieshttp://liswiki.org/wiki/Chat_reference_libr aries

13. Live Chat at New York Public Library New York Public Library have taken initiative for implement Virtual Reference Service through Live chat Portal.New York Public Library have taken initiative for implement Virtual Reference Service through Live chat Portal. Live chat is a support tool that allows Library Patrons to submit a question or problem to a member of Library in an instant messaging environment.Live chat is a support tool that allows Library Patrons to submit a question or problem to a member of Library in an instant messaging environment. It allows us to quickly answer simple questions that are not as in-depth by Librarian.It allows us to quickly answer simple questions that are not as in-depth by Librarian.

14. http://www.nypl.org/ask-nypl

15. Ask Librarian at St. Charles Public Library

16. Ask a Librarian at Library of Congress

17. Ask Us Now at Anne Arundel County Public Library

18. Other Libraries  The Seattle Public Library- http://www.spl.org/default.asp?pageID=info_ask_chat http://www.spl.org/default.asp?pageID=info_ask_chat  Austin Public Library - http://vrlplus.cb.docutek.com/apl/vrl_entry.asp http://vrlplus.cb.docutek.com/apl/vrl_entry.asp  Worcester Public Library - http://www.worcpublib.org/services/askalibrarian.html http://www.worcpublib.org/services/askalibrarian.html  Nashville Public Library - http://www.library.nashville.org/ask/ask_chat.asp http://www.library.nashville.org/ask/ask_chat.asp  Vancouver Public Library - http://www.vpl.vancouver.bc.ca/library/details/ask_a_libra rian http://www.vpl.vancouver.bc.ca/library/details/ask_a_libra rian http://www.vpl.vancouver.bc.ca/library/details/ask_a_libra rian

19. Other Libraries  St. Louise Public Library - http://www.slpl.org/slpl/library/article24009 7461.asp http://www.slpl.org/slpl/library/article24009 7461.asp http://www.slpl.org/slpl/library/article24009 7461.asp  Marathon Country Public Library - http://www.mcpl.us/research/ask/ http://www.mcpl.us/research/ask/ Liverpool Public Library - http://www.lpl.org/index.php?option=com_ content&task=view&id=23&Itemid=19Liverpool Public Library - http://www.lpl.org/index.php?option=com_ content&task=view&id=23&Itemid=19 http://www.lpl.org/index.php?option=com_ content&task=view&id=23&Itemid=19 http://www.lpl.org/index.php?option=com_ content&task=view&id=23&Itemid=19

20. Findings and Conclusion Consortium Supporting - OCLCConsortium Supporting - OCLC In India no one Library has implemented Live Chat ServiceIn India no one Library has implemented Live Chat Service In globally most of the Libraries are using Commercial Software like Questionpoint,In globally most of the Libraries are using Commercial Software like Questionpoint, Ask a Librarian etc., Ask a Librarian etc.,

21. Conclusion Online chat, RSS feeds - we never imagined that these technologies would impact on information services in the ways they have and we can begin to imagine the greater changes that tomorrow will bring in the world of the virtual reference library.Online chat, RSS feeds - we never imagined that these technologies would impact on information services in the ways they have and we can begin to imagine the greater changes that tomorrow will bring in the world of the virtual reference library.

22. Conclusion Cont… The study is to help librarians understand and appreciate chat reference users,The study is to help librarians understand and appreciate chat reference users, To present practical tools for serving this population and to stimulate further discussion and inquiry into teen use of chat reference services.To present practical tools for serving this population and to stimulate further discussion and inquiry into teen use of chat reference services. I believe that responsive service to this population is crucial to the future development and growth of chat reference services in Public Libraries.I believe that responsive service to this population is crucial to the future development and growth of chat reference services in Public Libraries.

23. References  http://www.nlc.gov.cn/service/others/shukantuijie/wen jian/waiwenxinshu/200702NBIntro/G33/2- 2007%20G252.6%20V819.html http://www.nlc.gov.cn/service/others/shukantuijie/wen jian/waiwenxinshu/200702NBIntro/G33/2- 2007%20G252.6%20V819.html http://www.nlc.gov.cn/service/others/shukantuijie/wen jian/waiwenxinshu/200702NBIntro/G33/2- 2007%20G252.6%20V819.html  file:///C:/Documents%20and%20Settings/Administrato r/Local%20Settings/Temporary%20Internet%20Files/ Content.IE5/DQ53OQCD/Web_Portal%5B1%5D.ppt# 262,7,Reviewing Your Work Requests  http://www.123flashchat.com/ http://www.123flashchat.com/  http://www.google.com/talk/about.html http://www.google.com/talk/about.html  http://www.ajaxchat.org/ http://www.ajaxchat.org/