LibGuides: Best practices

LibraryH3lp Webclient

• Login issue? You should automatically see several queues (ie...mc3libwebsite, mc3ebsco) and your fellow librarians as active. If not there is a login issue. Check with the LibraryH3lp administrator to double check username/password.
• Not receiving notifications? Sound is the primary notification method for Pidgin. 
  • ​Double check sound levels of your external speakers and computer sound settings.
  • Unplug headphones after use.
• Too many sounds? Sounds annoying?
  • If you are getting too many sounds, we need to insure your Pidgin sound settings match those in the preference settings linked in the box below.
  • We can try different sound sets.
  • If sound is not preferred, we can investigate additional notification options, but all the methods I've tried so far require the librarian to be very alert to the notifications.

(Adapted from the Michigan Virtual Reference Service Collaborative Manual of Policies and Procedures, 2011)

Introductions

• I connected to the student promptly (within 30 seconds).
• I read the patron profile information first.
• I sent an initial greeting similar to: "Hello! I’m [name], a librarian at [campus]. I’m reading your question and will be withyou very soon.”
• I restated the patron’s topic.
• I asked how much time the patron had.
• I asked open-ended questions about the patron’s research.
• I asked what assignment or project the patron was working on.
• I asked what type of resources the patron could use.
• I asked what sources the patron had checked already.
• I asked when the assignment or project was due.

Traditional Reference Skills

• I established and maintained a professional, friendly tone.
• I tried to match my tone and pace with the patron’s. 
• I avoided using library or Montco jargon and explained unfamiliar terms.
• I suggested improved search strategies, if necessary.
• I provided more than one type of resource, if appropriate.

New Virtual Reference Skills

• I used standard English grammar and punctuation.
• I used shorter sentences when possible and broke longer messages into shorter segments.
• I used the patron’s name often.
• I explained to the patron what I was going to do before I did it
• I explained why we did what we did as well as what.
• I asked the patron plenty of questions throughout the session to get feedback.
• I responded often so the patron knew I was there.
• I advised the patron to open pages in new windows so that they could stay connected andcontinue seeing the chat box.
• I frequently asked what the patron was seeing.
• I made appropriate use of scripts for consistency.

Wrapping Up

• I asked the patron if he/she was happy with the results of the session.
• I encouraged the patron to make contact again, for more help, if necessary.
• I encouraged the patron to complete the patron survey, if available.
• If possible, I let the patron disconnect first. 

LIBRARYH3LP web client timeout using Chrome

These are instructions for setting up Chrome to run the Libraryh3lp web client with a short timeout feature similar to that available using Pidgin. This timeout is governed by keyboard and mouse activity and is especially useful when several people are monitoring chats but no one person is assigned chat responsibility for a specific period. Timeout period can be reset without stopping chat.

1. Open Chrome browser
2. Click the "Customize/Control" icon (3 vertical dots) in upper right corner
3. Select "Settings"
4. In the "On Startup" section select "Open a specific page or set up pages"
5. Click on the "Set Pages" link at the end of that line
6. In the "Add a new page" box, paste the URL for the Libraryh3lp web client (https://libraryh3lp.com/webclient/client) and click "OK"
7. On the "Settings" page, click "Extensions" in the left column
8. At the bottom of the page click on "Get more extensions"
9. In the search window type "Idle Reset"
10. Find this extension on the results page and click the "Add to Chrome" button
11. Go back to the Chrome "Extensions" page
12. Make sure the "Enable" box for Idle Reset is checked
13. Check the "Allow access to file URLs" box
14. Click the "Options" link
15. In the "Page to reset to" box, paste the Libraryh3lp web client URL (same as step #6 above)
16. Set the idle time in the next box
17. Click "Save"

When a timeout occurs, the Libraryh3lp page pops to the foreground and there is a 30 second window allowing you to choose to remain "available" or to leave the page. If you are away from your computer for a lengthy time, it will be necessary to reload the LibraryH3lp page in order to sign back in and change your status to available.

Note: on a Mac, this extension has a nasty habit of closing all your tabs

Configuring Adium for the Mac is simple in comparison to Pidgin

• Add your account:
  • File-->Add Account-->Jabber
  • use your full LibraryH3lp address for the account name (name@libraryh3lp.com).
• Options
  • You want to set Presence Subscriptions to "Accept and Add to List", and you want to provide a group for the "...add to list in group" option.

working on fine-turning settings