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How many libraries use LibraryH3lp?

2208 views   |   314   421   |   Last updated on Jun 18, 2014   

To date, over 700 libraries use LibraryH3lp including those listed in the Wordle on our home page. Libraries who have used LibraryH3lp longer are shown in larger fonts. If you are a LibraryH3lp customer and would like to be added to our Wordle, please let us know!... read more

Do I have to pay extra for the FAQ module in LibraryH3lp?

1816 views   |   330   446   |   Last updated on Nov 08, 2013    faq

Nope. Unlimited access to the FAQ module is included as part of your regular LibraryH3lp subscription and as part of every trial.... read more

Does LibraryH3lp work with LibGuides?

1782 views   |   355   421   |   Last updated on Aug 28, 2012    integrations cms

Yes! Here's how.... read more

Can I configure the sound notification in the webchat client?

1640 views   |   316   389   |   Last updated on Jun 18, 2014    webchat

Yes!  Our current webclient provides four different alert sounds, and also an option to remain completely silent (handy for some public service desk situations).  Our old webchat client only provided one alert sound and no customization options. Desktop clients are generally highly configurable with regard to visual and audio chat cues. Read more about alerting options... ... read more

Do you save chat transcripts?

1485 views   |   329   407   |   Last updated on Aug 08, 2013    transcripts privacy

Transcript storage is optionally available for any chats on queues (this includes gateways).  Transcript storage is off by default; this leaves the library in full control of whether or not transcripts are stored in the first place.  Chats directed to specific users (not queues) are treated as private conversations and are not logged in any way.If transcript storage is turned on, transcripts are s... read more

What protocol does LibraryH3lp use for chat?

1456 views   |   326   410   |   Last updated on Aug 24, 2012    xmpp

​LibraryH3lp is based on XMPP, an open standard for instant messaging.  By nature of its openness, XMPP has many integration points into other software and systems.  For you, this means:IM gateways supporting patrons on all popular protocols.Your choice of client for staffing the system.The ability to staff from external accounts, such as Google, Microsoft Lync,  or your existing university XMPP a... read more

What code do I have to put in my web page?

1268 views   |   356   401   |   Last updated on Aug 28, 2012    widget installation

If you would like an embedded widget that is always visible, even when librarians are unavailable, a simple iframe will do the trick. For fancier behavior, you can cut and paste a code snippet from our Services Designer. If you want full control over your customization, it is just a few divs and some JavaScript. ... read more

Can I have an exit survey after a chat?

1171 views   |   349   410   |   Last updated on Sep 15, 2012    widget

Exit surveys are problematic because chats don't always have a cleanly-defined end (or beginning).  Students who have grown up with instant messaging tend to see online interactions as an extended, asynchronous interaction, as opposed to us oldsters who grew up with the telephone model.  In practice this means they tend to not pay attention to "End Chat" buttons and just wander away instead.  Or l... read more

How do I block problem patrons?

1137 views   |   340   327   |   Last updated on Nov 21, 2014    staffing block

You can block problem patrons yourself during a chat by using the block button in the webclient, or the block option available in the external clients chat management page for other staffing clients. This works for chats originating from widgets or gateways, including SMS. From the blocked patron's perspective, the librarian will simply stop responding even if new chats are initiated. A block per... read more

Do you have any training materials covering your webclient for staff?

1094 views   |   112   136   |   Last updated on Apr 12, 2015    webclient staffing training

Yes!  First up, users that are signed into the webclient can use our green "Show me how this works" button for an in-place tour. We also have several screencasts. Workflow and interface update April 11, 2015 This update has a couple of nice features, especially for those staffing more active services: Auto-busy on X number of chats.  As always, operators can control the flow of their incoming cha... read more

How is your pricing structured?

1093 views   |   335   411   |   Last updated on Aug 28, 2012    pricing

Pricing details can be found on our pricing page.... read more

How much does your SMS service cost?

1067 views   |   326   431   |   Last updated on Dec 11, 2013    sms pricing

Pricing details for our SMS packages can be found on our pricing page.  A few notes:Our SMS packages do not expire after a year.  Unused balance flows automatically into the next year.Each package includes the cost of a dedicated number for one year; after one year the number cost continues to decrease available left-over balance at the same rate. There is no setup fee.You can try it, no strings a... read more

What does Google's decreased XMPP support in Hangouts mean for my service?

1047 views   |   178   212   |   Last updated on Oct 29, 2014    gateway google xmpp

It is difficult to be certain, but as of September 30, 2013, all of our XMPP Google integrations continue to work.  This includes Google Talk gateways and also staffing from inside Gmail using chat. Longer-term, the most reliable information we've found so far indicates that client-to-server XMPP communications will continue to be supported.  This means: Existing gateways should continue to wor... read more

Is the widget accessible to screen readers?

1047 views   |   349   392   |   Last updated on Jan 22, 2013    ADA 508 accessibility widget

Yes. The widget is tested with JAWS and because it is just HTML and JavaScript (no Flash), we expect it to work with other screen readers.  We always incorporate accessibility suggestions, and several universities that have evaluated the system for accessibility found it acceptable.  JAWS-specific help is included inside the widget; it does not display visually but is read by the screen reader.In ... read more

What kind of mobile device support do you have?

1016 views   |   378   359   |   Last updated on Aug 18, 2014    mobile widget sms webchat

Every kind.  Our default widget does not require Flash and works well on mobile devices.  We also provide a specialized mobile widget with a more touch-friendly layout that works even better on mobile devices.  We also support SMS and instant messaging gateways, so your mobile patrons can contact you in whatever way best fits their workflow. But that's just patrons.  For librarians, we have exten... read more

Can I use LibraryH3lp in my admissions office?

1003 views   |   362   397   |   Last updated on Aug 28, 2012    license

Yes.  LibraryH3lp started out in libraries (oddly enough) but is widely used by admission offices, student advising services, and career counseling centers.  The real question is, "Do I have to pay to run LibraryH3lp in my admissions office?"  The answer there is, it depends.  If you can work out an arrangement with your library to share their subscription, that is perfectly OK with us and there i... read more

What is the meaning of life?

997 views   |   329   384   |   Last updated on Sep 27, 2012   

Sorry! We just write virtual reference software. So we will refer you to Wikipedia, fount of all knowledge. ;-)... read more

What reporting options are there?

997 views   |   356   415   |   Last updated on Apr 28, 2013    statistics reports transcripts

You can actively monitor chat activity. You can generate historical reports over time periods in both graphical and table formats. We have reports showing chats per hour, month, protocol, queue, or librarian.You can also download, review and search transcripts.And if you need more, you can access all of this data programmatically via our API. ... read more

What is the air-speed velocity of an unladen swallow?

948 views   |   306   366   |   Last updated on Sep 15, 2012   

What do you mean? An African or European swallow?... read more

How can we tell incoming SMS questions from regular widget chats?

919 views   |   315   338   |   Last updated on Jul 01, 2013    sms

That is a great question, since you will probably want to adjust the length of your responses a bit.The specific appearance depends on the chat client you're using to staff the system.  But in all cases, you'll be able to tell the SMS apart from the other incoming chats.  Please check out our full doc on this topic.  It includes screenshots and all the details.... read more

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