HawkHelp: Integrated Live Help in the Information Commons Nancy Burich, Frances Devlin and Debra Ludwig University of Kansas Libraries, University of Kansas, Lawrence, Kansas, LITA National Forum – Norfolk, VA Oct. 1-3, 2003 HawkHelp LIVE is an online information service (using Convey Systems OnDemand software) that allows KU students, faculty and staff to chat and share applications in real time over the Web. Users are able to choose which type of help they need. HawkHelp technical deployment involves: 1) Convey-hosted services, 2) local services and 3) workstation client services. Convey Hosted Service Provides: 1.Session Hosting & Management: for all chat sessions 2.Administration of Groups: Libraries, Blackboard, etc. 3.Statistical reporting 4.Updated clients 5.Management of Convey link via an icon availability on KU subscription databases. 6.Operator training and manuals 7.Firewall protection: maintains firewall between users and server KU & Library Servers Host: 1.Web pages & Portal Links: point of initial connection for user 2.Client: server verifies latest client & download programs before downloading 3.Authentication: restricts client download to KU users 4.Situations canned responses: scripted for quick use Clients Service Include: 1.User Client: VIP Companion Installed on library workstations Installs on remote workstations for pre-authenticated KU users. 2.Operator Client: Pro Interface Allows remote control of user workstation Requires headphones, or headset for voice over IP (not yet in use.)

A Service Need & A Solution SERVICE DESKS PROVIDE DIFFERENT TYPES OF HELP § Automation support: Library, Academic Computing § Student services: KU Info; Student Success (i.e. services) § Libraries: Service desks; Distance Learning Information Services § Faculty support: Center for Teaching Excellence, Blackboard™ MANY SERVICES + ADMINISTRATIVE LEADERSHIP = HAWKHELP PORTAL SOFTWARE SELECTION Convey OnDemand™ Major Features § Co-browsing § Text chat § Two-way voice and video § Branding library resources § Contextual help from within third-party databases and Blackboard™ § Call transfer to another operator § Permission-based sharing and collaboration § Fully customizable § Excellent technical support Rationale: Multiple help desks create confusion. Each has its own phone number and URL.

Planning & Implementing the Service Start With A Vision: With HawkHelp LIVE, users are provided with a single portal to access the help desks of several campus organizations and services. Based on the KU Library experience, the diagram below illustrates the basic steps in planning and implementing a university-wide help service with chat capabilities. * Please refer to the HawkHelp binder for documentation of the process. Administrative Support Vision Funding (proposal & approval) Form Committee Select Software Identify Partners Bring in Partners Bring in Partners Staffing and Training Service Policy Implementation Evaluate Infrastructure Marketing LIBRARY PARTNER 1 PARTNER 2 PARTNER 3 Enough Funding? Meet Demand? Continue Service Evaluation Technical support KU LIBRARY MODEL no yes no