library h3lp: building a next generation vr system reference renaissance tuesday, august 5
TRANSCRIPT
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Library H3lp: Building a Next Generation VR System
Reference RenaissanceTuesday, August 5
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Pam SessomsUniversity of North Carolina at Chapel Hill
Eric SessomsNub Games
Josh BoyerNorth Carolina State University
Amy VanScoyNorth Carolina State University
Jean FergusonDuke University
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University of North Carolina at Chapel Hill27,000 students
North Carolina State University30,000 students
Duke University12,000
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How we collaborate
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UNC-Chapel Hill Web Chat and IM Traffic
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2001 2002 2003 2004 2005 2006 2007
Year
Web chat
IM
Total
Widget Effect
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Tools for collaboration
• Commercial Virtual Reference software • Call Center software• IM• Meebo• Library H3lp
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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
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LibraryH3lpJabber Server with IM Gateways
AIMLibraryH3lp
Widgets Yahoo! MSN MeeboMe
Circ
Science
LiteratureRef
RefWorks
HealthSci
EndnoteLaw
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Night Owl
Duke
AIMPatron
MSNPatron
Yahoo!Patron
Operator
WidgetPatron
NCSU UNC
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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
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Pidgin (librarian client)
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Anatomy of an Incoming Chat (or IM)Patron’s initial message
Patron’s queue
Chat management : transfer, e-mail transcript, send file…
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FeaturesURLs are links, not just text
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Features
Useful system messages sent to staff
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FeaturesUseful system messages sent to staff
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Features
Useful system messages sent to staff
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Typing notification
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Features
Transfers!
This should blow your mind!
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Features
Transfer examples
At NC State:• Ref• Natural Resources Library• Veterinary Medicine Library (soon)• Circ-reserves (soon)• ILL (soon)
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Why Transfer Chats
• Patron’s Perception • Librarians’ Perception
LibraryRef Circ
Systems Tech Serv
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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.
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Why transfer?
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Incoming transfer (with Pidgin plugin)
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Patrons’ view of transferred chat
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Intro to LibraryH3lp: Admin Account
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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.
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Introduction to LibraryH3lp: Queues
• Queues– URLs for incoming patrons– Widget: Customized for a purpose– Gateways for IM patrons
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Introduction to LibraryH3lp: Gateways
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UNC-CH RefWorks Queue
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UNC-CH RefWorks Queue
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Presence (online/offline)
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Presence Using Popup
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Presence: Service Rollover
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Admin Interface: Reports and Transcripts
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Admin Interface: Transcript Management
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Widget Configurator: Save and Share Skins
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Servinator: Design Service Levels
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Technical overview
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Single LibraryH3lp Server
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Moving forward: the cloud
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Open Source Components
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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
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http://libraryh3lp.com