1. Library H3lp: Building a Next Generation VR System Reference Renaissance Tuesday, August 5

2. Pam Sessoms University of North Carolina at Chapel Hill Eric Sessoms Nub Games Josh Boyer North Carolina State University Amy VanScoy North Carolina State University Jean Ferguson Duke University

3. University of North Carolina at Chapel Hill 27,000 students North Carolina State University 30,000 students Duke University 12,000

4. How we collaborate

5. Widget Effect

6. Tools for collaboration Commercial Virtual Reference software Call Center software IM Meebo Library H3lp

7. What is LibraryH3lp Jabber server with IM gateways Provides flexible routing to multiple librarians Integrates IM with web chat for easier staffing –Can route Meebo Me traffic too Has its own widget developed for libraries Provides transfers Allows IM between librarians Platform for flexibility and experimentation

8. LibraryH3lp Jabber Server with IM Gateways AIM LibraryH3lp Widgets Yahoo! MSNMeebo Me Circ Science Literature Ref RefWorks Health Sci Endnote Law

9. Night Owl Duke AIM Patron MSN Patron Yahoo! Patron Operator Widget Patron NCSUUNC

10. Widget Links clickable Works with screen readers Javascript, Flash not required –Alert noise for patron optional, Flash sound used Patron controls Can run embedded –Patron has “pop out” option Can easily be made to pop-up

11. Pidgin (librarian client)

12. Anatomy of an Incoming Chat (or IM) Patron’s initial message Patron’s queue Chat management : transfer, e-mail transcript, send file…

13. Features URLs are links, not just text

14. Features Useful system messages sent to staff

15. Features Useful system messages sent to staff

16. Features Useful system messages sent to staff

17. Typing notification

18. Features Transfers! This should blow your mind!

19. Features Transfer examples At NC State: Ref Natural Resources Library Veterinary Medicine Library (soon) Circ-reserves (soon) ILL (soon)

20. Why Transfer Chats Patron’s PerceptionLibrarians’ Perception Library RefCirc SystemsTech Serv

21. Transfers in practice UNC’s Davis Reference and Circulation –Reference transfers 10-15% to Circ Davis Reference general “ask a” service –Transfers to experts when off-desk (in office) Several campus libraries transferring now or will begin soon. –Health Sciences Library –Undergraduate Library –Davis Library –More to come… Search TRLN Union Catalog –Transfers coming soon in LibraryH3lp. –This summer, Davis Reference transferred to Duke and NCSU as needed using predecessor system.

22. Why transfer?

23. Incoming transfer (with Pidgin plugin)

24. Patrons’ view of transferred chat

25. Intro to LibraryH3lp: Admin Account

26. Introduction to LibraryH3lp: Operators Librarian Operators –Answer chats and IMs with Jabber client –Can belong to zero, one, or more queues Zero queues? Can still receive transers. –First to respond to patron will “win” chat. –Others are notified of who took the chat.

27. Introduction to LibraryH3lp: Queues Queues – URLs for incoming patrons –Widget: Customized for a purpose –Gateways for IM patrons

28. Introduction to LibraryH3lp: Gateways

29. UNC-CH RefWorks Queue

31. Presence (online/offline)

32. Presence Using Popup

33. Presence: Service Rollover

34. Admin Interface: Reports and Transcripts

35. Admin Interface: Transcript Management

36. Widget Configurator: Save and Share Skins

37. Servinator: Design Service Levels

38. Technical overview

39. Single LibraryH3lp Server

40. Moving forward: the cloud

41. Open Source Components Ejabberd Erlang Mnesia Yaws Apache ErlyWeb ErlyComet MySQL Python pyTransports Libpurple C PLT Scheme JWChat JSJaC jQuery SWIG

42. Open source contributions Widget Port of ErlyComet to ErlyWeb Plugin Patches to Ejabberd Patches to Yaws Patches to pyTransports Significant work on j2j Libpurple multi-protocol gateway Scheme-interface

43. http://libraryh3lp.com