We’re cooking up another great LibChat update that’s coming soon to a computer near you! We’re planning a chat server restart to bring these updates live on Wednesday, December 23rd at 8:00am EST. There will be no downtime for the LibAnswers system as a whole.
Over the past few months we have dedicated a lot of development time to making the most popular chat platform for libraries even better and the response from our library community has been amazing. Our job is never done, however, so this latest batch of updates is just another step in our commitment to constantly improve and enhance our tools. You are going to love these new LibChat-centric features so let’s get right to them…
New Chat Widget Builder
As we’ve been cranking away on offering sweet new features for LibChat, we figured it was time for a Chat Widget Builder refresh. LibChat widgets offer an unprecedented level of customization, and with this new refresh, the smorgasbord of customization options are 100% intuitive and easy to use. Here’s a quick preview:
The new widget builder layout is designed around a simple theme – Widget Options on the left, Text and Color customization on the right, and help text offered at every step of the way. Widget Options cover how the widget functions in the wild – they’re how you control things like:
- Widget Fallback Options – choose whether the widget should connect to a specific person, or to a chat department. If that person or department isn’t currently available, you can then choose as many fallback options as you’d like. A typical fallback might look something like: If Sarah is online, then connect new chats from this widget to Sarah; If Sarah isn’t online, then connect new chats from this widget to anyone in the Reference Department; If no one in the Reference Department is online, then connect to any department in my library; If no one in my library is available, then connect to our shared consortial chat service. This ensures a totally seamless experience for your patrons no matter who’s online!
- Behavior Before the Chat – LibChat widgets support virtually any combination of welcome screen options. Some libraries prefer to prompt patrons for information prior to starting a chat, to collect things like the initial patron question, patron name and email address, or even a patron’s current status with the library. Other libraries prefer to skip initial questions entirely and jump straight into a chat. LibChat supports all of these potential setups with zero coding skills necessary – two clicks and you’re done!
- Behavior During & After the Chat – Allow or Prevent file uploads, and create custom error messages for patrons who may have trouble connecting to your service due to outdated browsers.
- Behavior When Chat is Offline – The heart of a good 24/7 service is connecting users to the help they need any time, anywhere. The Offline FAQ integration is here to help you do just that – if no one is available to chat, you can set your chat widgets to show a FAQ auto-suggest search box right in the widget, so patrons can connect directly to your other help content right at the point of need!
The right side of the widget is dedicated to text and color customizations. Literally every text element of the chat widget is fully customizable with zero coding skills- just click on the element you want to change, type in your text, and voila, you’re done! All colors are fully customizable as well – again, just click on the element you want to change, and you’ll see a color picker – pick any color you’d like, to fully brand each widget for your institution.
LibChat “Away” Status
Need to step away from your computer for a moment, but don’t want your LibChat service to appear offline while you’re away? Then the new Away status is for you! You’ll find this new option in the LibChat Operator Pane next to the Go Offline button:
When you enable the new Away setting:
Personal Widgets: Patrons will see an alert message informing them that while the chat is online, the operator is temporarily away; they can then re-check the status to see if a librarian is available.
Department Widgets: If multiple librarians are monitoring a department and one is set to Away, Department Widgets will continue to display as available. If all librarians monitoring a department set themselves to Away, the chat widget will then check to see if a fallback department is available. If all librarians are Away and there are no fallback departments available then patrons will see an alert message like the one below.
You can fully customize the Away message and the look of the widget (and our revamped widget builder page will make customizing this text even easier!). Here’s an example of what a typical Away message might read. Remember that all of this is customizable so you can pick and choose whatever message works best for you.
Idle Chat Hold Messages
Picture this: a chat patron asks a real humdinger of a question – like “How many helium filled balloons would it take to lift a person off the ground?”. While you’re engaged in the thrill of the hunt for an answer, you may find this type of question will take more than a few seconds to research – heck, you may even need to leave the desk to consult local reference materials. While this is exactly the type of researchy thrill that many of us live for, the downside is that while you’re on the hunt, the typical chat patron is left with “dead air” – every minute that ticks by is a minute where the patron is left wondering if you’re coming back…
That’s why we’re excited to announce our new Idle Chat Messages. These help to reassure patrons that you’re still actively working on tracking down an answer, automatically – so even if you’re away from your terminal, patrons will know you’re hard at work researching their question!
To create an Idle Chat message (once the update rolls out), click the “Manage Account” link from the orange command bar and scroll to the “Idle time” section. From here you’ll be able to define an idle message – like “I’m working hard on your question, thanks for your patience!” – along with the amount of time (in minutes) that should elapse before the message is shown.
Editing & Anonymizing Transcripts
We know how critical patron privacy is for libraries – that’s why we’re making it easy to anonymize patron information in your LibChat transcripts. Once the update rolls out, Admins will see a new option under LibChat > Chat Transcripts to Edit Chat Transcript. We’ve included 3 streamlined ways to edit patron information in transcripts with minimal clicks:
- Convert [entered name] to “Patron” – this strips the name that the patron initially entered in the chat pane and changes it to “Patron”
- Integrated Search and Replace – This allows you to automatically search on any word or phrase that may appear in a transcript (such as the patron barcode, name, etc.) and automatically replace it with either a blank space, or any text you’d prefer.
- Click to Search – Click on any text in the transcript itself to search on that term or phrase, and use the search and replace tool to strip information as necessary.
We’ve also added a new system-level option for Admins which automatically removes Patron name from all transcripts upon saving. When this option is enabled, the system will automatically change whatever patron name entered upon entering chat to the customizable term (Patron, or Customer, or… whatever you choose). Even when this “automatic anonymizing” system-level option is enabled by the Admin, you will still be able to go edit individual chat transcripts, if any other information needs to be changed in the transcript itself.
Saved Chat Operator Settings
Do you find yourself re-setting your LibChat settings – such as the departments and queues you monitor – each time you log in to LibChat? Then our new Saved Chat Settings are for you! With this new setting, you can create a login profile that applies every time you log in to your chat service. Just select which chat departments and LibAnswers queues you prefer to monitor by default, and we’ll apply those settings each time you log in to your chat service.
Once the update rolls out, head to the Manage Account area from the orange command bar to set your preferred default departments and queues to monitor when you sign into LibChat.
Backup & Off-Hours Chat Staffing Service
OK, we admit it – we’ve saved the best for last! Many institutions and consortiums have told us they are very interested in using LibChat with a backup staffing option, for those times when they do not have enough staff options to offer full 24/7 (or weekend, or… whenever) online reference. We have worked long and hard on this and took the time to ensure that we are able to offer this service while maintaining the highest standards that Springshare is known for, and we’re thrilled to announce that this service is now available. So, if you need backup chat reference staffing, talk to us and we’ll provide you with a world-class super-duper knowledgeable staff of professional librarians with MLS degrees from accredited US library and information science schools to cover your chat reference 24/7 or during any time slots you need us, to ensure your patrons get the answers they need – whenever that is. We are working on offering a full suite of professional services to academic, school, public, and special libraries so this chat backup staffing is just the first offering of more to come.
We are super excited about the evolution of LibChat and its “parent” LibAnswers, and we’re constantly working to make them even better. None of this would be possible without your most excellent feedback and ideas so please keep them coming – we love it and always want more J. Please contact your Springshare regional manager, or our support & training team, or our chief springy Slaven (don’t believe the twitter hashtag rumors, he’s super-nice 😉 ) about these latest and greatest LibChat and LibAnswers offerings and tell us what else we should be doing to make them even better. Oh, and if you are going to MW ALA in Boston, please stop by our booth #1611 to say hello and talk to us about your chat backup staffing needs or anything else Springy-related.
Happy Holidays to All!