Choosing to chat

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elizabethfox

Formation

Decision to Chat
Pros Cons
• Immediate • Greater demands on
assistance staff
• More scheduling for
• Good for distance librarians
patrons • No visual or auditory
• Better than e-mail cues during the
for reference reference interview
interviews • Typing takes time
• Less interactive than
• Allows anonymity in-person or
• Meets the patron phone
where he/she is

Features of Chat Software
• Mobile accessible
• Send documents (librarian to patron or vice versa)
• Co-browse
• Save scripts
• Save transcripts
• Text & IM in same interface
• Widget for web pages
• Block abusive users
• Availability notice
• E-mail option if chat is offline
• Transfer chats to another agent

Other Considerations
• Server requirements
• Price
• Software used (does librarian or client have to
download software)
• How is the widget created
(Flash, Jabber, XMPP, etc.)

Demonstrations

• LibraryH3lp
• LibChat
• Digsby
• SnapEngage

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Choosing to chat

1. Choosing to Chat Elizabeth Fox and Melissa Clark

2. Decision to Chat Pros Cons • Immediate • Greater demands on assistance staff • More scheduling for • Good for distance librarians patrons • No visual or auditory • Better than e-mail cues during the for reference reference interview interviews • Typing takes time • Less interactive than • Allows anonymity in-person or • Meets the patron phone where he/she is

3. Features of Chat Software • Mobile accessible • Send documents (librarian to patron or vice versa) • Co-browse • Save scripts • Save transcripts • Text & IM in same interface • Widget for web pages • Block abusive users • Availability notice • E-mail option if chat is offline • Transfer chats to another agent

4. Other Considerations • Server requirements • Price • Software used (does librarian or client have to download software) • How is the widget created (Flash, Jabber, XMPP, etc.)

5. Demonstrations • LibraryH3lp • LibChat • Digsby • SnapEngage

Choosing to chat

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Choosing to chat