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University of Pennsylvania Library Serves Up Live, Chat-Based Help
12/5/2007
There are additional advantages to paying for the Velaro help system to augment standard free chat services, according to Cobine, who had previous experience with Velaro at the University of North Carolina. Two distinct populations of users take advantage of the two help systems, Cobine said. Some students may prefer not to use their personal instant messaging ID with the library system, opting instead for the relative anonymity that the Velaro system provides. And some library users, of course, may not have a personal instant messaging account. Foreign exchange students in particular, Cobine said, are likely to opt for Velaro when they ask for help via a chat screen. "The live chat system is probably more popular than the instant messaging service," Cobine estimated, "but they compliment each other. They don't interfere. It's two different service populations."
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Linda L. Briggs is a freelance writer based in San Diego, Calif.
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