Click here to receive your FREE subscription to Campus Technology
Student Support
University of Pennsylvania Library Serves Up Live, Chat-Based Help
12/5/2007
Catering to the way students communicate, more and more university libraries are providing instant live chat services to users who need help while accessing the library over the Internet. For example, a chat screen may pop up when an online patron clicks on a Help tab from the library's main page. A librarian then corresponds via chat to answer the patron's question.At the University of Pennsylvania, librarians provide help to students through both instant messaging and an outside live help service facilitated by Velaro, a long-time provider of live help software that recently launched an academic-focused Live Help initiative. Velaro currently provides live help and Web-based chat support for universities including the University of North Carolina at Chapel Hill, Indiana University, Duke University, and the University of Wisconsin.
To UPenn library users, the difference between the two services is somewhat transparent. Users just know that clicking on the library's help tab offers two options: They can chat with a librarian through their personal instant messaging account (AIM, MSN, Google, or Yahoo!), or they can opt to use Velaro Live Help. But for the library, the distinction is key, according to Charles Cobine, research and instructional services librarian and coordinator of digital outreach services at UPenn's Van Pelt-Dietrich Library Center.
Using Velaro's live help system gives the library valuable back-end reports after the fact that allow them to analyze how and when students are using their services. Velaro reports can tell Cobine, for example, what kinds of questions are being asked most frequently, along with the IP address a question has come from, allowing him to pinpoint location on or off campus. He can also tell the time a question was asked, so that librarian help services can be allocated to peak usage times.
The library subscribes to Velaro Live Help on a quarterly basis; a piece of client software must be downloaded to any computer where a librarian or volunteer may work answering chat questions. Otherwise, the system is completely Web-based; users don't need to run any special software on their computers to use the system.
The chat infrastructure comes from Velaro, but actual assistance is provided by UPenn librarians, who are professionals with extensive experience in given subject areas. The university currently provides the live help service from 9 a.m. to 6 p.m. during the fall and spring semesters, along with evening hours from 9 p.m. to 11 p.m.--a shift Cobine admitted that it's sometimes hard to find staff to fill.
Although a free chat service called Meebo is often used by university libraries, Cobine said he considered and dismissed Meebo, at least for now. The primary reason: He relies on the reports Velaro furnishes and appreciates the ability Velaro offers to brand the chat help screens with the university logo. "Meebo doesn't really work with our needs ... because we make a lot of decisions based on data we can collect and analyze to assess patrons' needs." Cobine also looked briefly at products specifically geared to library support, but he found them inaffordable.
Recommended Reading
- Gates Highlights R&D at CES08, Unveils Microsoft Touch Wall
Microsoft's Chairman Bill Gates spent a lot of time Wednesday talking about "empowering the workers" at the Microsoft's 12th annual CEO Summit 2008 in Redmond, WA, where he gave a keynote speech. However, Gates wasn't talking about political revolutions or even pay raises for office workers before the CEO crowd. Instead, he was referring to new software technologies that can better enable collaboration, social networking and decision-making on the job.
- Vista Vulnerability Study Puts Microsoft on Defensive
Microsoft and some independent security researchers had the blogosphere buzzing Wednesday over a series of denunciations after one company claimed that the Vista operating system was more vulnerable to malware and other exploits than previous operating systems.
- New Blackboard Sync Application Leverages Facebook
Blackboard Inc. today announced Blackboard Sync, an application that allows students to receive course updates and communicate with classmates while logged on to Facebook.
- Standards: The Sooner the Better
Technology solutions work best when they well together. That is why the nonprofit group IMS Global Learning Consortium is developing learning tools interoperability standards for the education technology community...
- U.K. Education Group Escalates Microsoft Complaints
A consultancy to the U.K. government has forwarded complaints about Microsoft's licensing and interoperability practices to the European Commission (EC), according to an announcement issued by the Becta consulting group Monday.
- University Students and Researchers Enjoy JavaOne
The JavaOne conference, held May 6-9 in San Francisco, brought together developers from industry, education, and other markets, filling the Moscone Convention Center with a wide array of sessions and exhibits for the open source Java developer community.
