FAQ module improvements!

<p>We've just completed a round of FAQ module improvements and would like to send a big "Thank you!" to everyone who provided feedback and bug reports! Here are a few new feature highlights...<br /><br /><ul><li><a href="http://docs.libraryh3lp.com/faq-integrations" target="_blank">E-mails sent by patrons from your FAQ</a> now use the patron's e-mail address as the "reply-to", making integration with e-mail ticketing systems a snap.</li><li>For FAQs that require authentication to access, your page will automatically refresh with the unlocked content upon successful login.</li><li><a href="http://docs.libraryh3lp.com/faq-questions" target="_blank">In-place editing of FAQs</a> now includes topic rename and delete en masse via the right sidebar's tag cloud.</li><li>In-place editing of questions and templates now includes revision history!  Browse the last 10 changes, see when they were made and by who, and revert back if needed with a single click.</li><li>And though not a new feature, a quick reminder that <a href="http://libraryh3lp.blogspot.com/2013/10/your-libraryh3lp-faq-anywhere.html" target="_blank">you can embed your FAQ in any web page</a> in addition to having guests use it standalone.</li></ul><br /><div class="separator" style="clear: both; text-align: center;"></div><table align="center" cellpadding="0" cellspacing="0" class="tr-caption-container" style="margin-left: auto; margin-right: auto; text-align: center;"><tbody><tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjPqESzzqBsL9D89jN2jVgrA0CDkD2kxTei_8ehAlP564Y0Ts7Cj9Wj6QMWrMeFhwpBQTPKlC0IBLv8mBKD38Sk6i0IwQ4UHWcQPWPViUiD2a5_H5NU-_YmQRaMYVVflQG18chpH3qDv1c/s1600/revisionhistory-large.png" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjPqESzzqBsL9D89jN2jVgrA0CDkD2kxTei_8ehAlP564Y0Ts7Cj9Wj6QMWrMeFhwpBQTPKlC0IBLv8mBKD38Sk6i0IwQ4UHWcQPWPViUiD2a5_H5NU-_YmQRaMYVVflQG18chpH3qDv1c/s1600/revisionhistory-large.png" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;"><span style="background-color: white; color: #222222; font-family: Georgia, Utopia, 'Palatino Linotype', Palatino, serif; font-size: 12px; line-height: 17.24799919128418px;">Revision history lets you easily step through all changes to answer text (and template code). </span><br /><span style="background-color: white; color: #222222; font-family: Georgia, Utopia, 'Palatino Linotype', Palatino, serif; font-size: 12px; line-height: 17.24799919128418px;">You can also see which user made each change, and when they did so.</span></td></tr></tbody></table><br />If you are new to the FAQ module and are interested in getting your feet wet, we've created a brand new 'Getting started' installment dedicated to <a href="http://docs.libraryh3lp.com/z2h5" target="_blank">building your first FAQ</a>. Give it a whirl and let us know what you think!</p>

We've just completed a round of FAQ module improvements and would like to send a big "Thank you!" to everyone who provided fee...

Are you doing enough for mobile patrons?

<p>Smartphones are rarely beyond an arm's reach these days and frequently in-hand. Though living in the <a href="http://en.wikipedia.org/wiki/United_States_National_Radio_Quiet_Zone" target="_blank">US National Radio Quiet Zone</a> has made me the exception, even I carry a smartphone away from home. There's an app for everything and a browser available when an app isn't. So patrons all but expect the library to be available at the touch of a finger. How do you provide virtual reference services for patrons on the go? Are you doing enough?<br /><br />There are 3 key areas for mobile - texting, apps, and browsers. Provide service in all three areas and you'll maximize your virtual reference coverage.<br /><br /><h3>Text messaging</h3><div><br /></div>Can patrons text their reference questions to your library? Text messaging is a huge part of mobile and also a big contributor to the well-toned thumb muscles of our youth today. Texting can, in a few finger strokes, do for patrons what it may take several clicks (read: tens of seconds) to do on a website. Integrate texting with your reference desk's voice number to maximize your availability in a patron's contact list.<br /><br />LibraryH3lp's SMS add-on will make you look like a text messaging superstar. Incoming text messages appear just like any other chat and can be transferred between librarians. Voice calls are forwarded to your reference desk and after-hours texts are automatically delivered when you are next online. And as an extra bonus, it <a href="http://libraryh3lp.blogspot.com/2014/01/google-voice-sms-libraryh3lp.html" target="_blank">integrates nicely with Google Voice SMS</a>.<br /><br /><h3>Include real-time chat in your library app</h3><div><br /></div>Like texting, chat inside apps provide a handy way to exchange messages in just a few touch strokes. Maybe your library has a custom app created with a platform like Boopsie for Libraries? LibraryH3lp is Boopsie-compatible and our mobile-optimized chat widgets can be inserted anywhere you can place HTML. Speaking of mobile widgets... Let's talk browsers.<br /><br /><h3>Chat & self services for mobile browsers</h3><div><br /></div><div>Rounding out the trifecta of mobile virtual reference coverage is the browser. So you've gone through all the trouble to create a super schnazzy responsive library website. Drawing "ohhs" and "ahhs" from all who visit. Let's add an extra layer of icing, shall we? A sexy, mobile-optimized chat widget and searchable knowledge base will be sure to turn a few heads.</div><div><br /></div><div>An embedded widget (inserted into the content of a web page) is dandy for patrons using a desktop or laptop. But a smartphone? Not so much. Even sharp eyes have trouble seeing something that small. Not to mention that accessibility and usability is an ever-present concern. Add a customized pop-up or follow-me chat widget to your website and LibraryH3lp will auto-magically transform it into a <a href="http://docs.libraryh3lp.com/mobile-widget" target="_blank">mobile-optimized, real estate maximizing version</a> for iOS and Android users. </div><div><br /></div>But don't stop with chat. Complement your interactive services with self services like a knowledge base/FAQ. With FAQs, help is always available even after hours. Each LibraryH3lp subscription includes unlimited individual FAQs and questions and comes preloaded with a built-in mobile-specific interface for smart phones. (<a href="http://ask.libraryh3lp.com/m/" target="_blank">See it in action with our FAQ.</a>)<br /><br />So let patrons choose their favorite mobile tool. With LibraryH3lp, you'll be ready and waiting whether it be texting, apps, or browser. Contact us at support@libraryh3lp.com if you need any help configuring your mobile services or are interested in a no risk trial of our SMS add-on.<br /><br /><br /><br /><br /><br /></p>

Smartphones are rarely beyond an arm's reach these days and frequently in-hand. Though living in the US National Radio Quiet Zone has m...

Google Voice SMS + LibraryH3lp

<p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhyJxucH6n8mljRKBg7hsX-xv177moyu45plvi9ddTTa83ztVQGXBvVKe3QaUrVOAauYvtQJw061Z0VCz4NcCRUmxKmW7QnkiUizBkVIw98I2kLI0ZPyKprt9mdzUXxenW_olpQfNBTNS4B/s1600/sms.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhyJxucH6n8mljRKBg7hsX-xv177moyu45plvi9ddTTa83ztVQGXBvVKe3QaUrVOAauYvtQJw061Z0VCz4NcCRUmxKmW7QnkiUizBkVIw98I2kLI0ZPyKprt9mdzUXxenW_olpQfNBTNS4B/s1600/sms.png" /></a></div>Using <span class="il">Google</span> <span class="il">Voice SMS</span> for <span class="il">text messaging at your library? Y</span>ou can forward those incoming text messages from patrons to LibraryH3lp! When you include LibraryH3lp's SMS add-on with your subscription, text messages sent to your Google Voice number will appear instantly as chats to all librarians staffing your virtual reference service.  And, text messages can be transferred just like any other chat in LibraryH3lp.<br /><br />If your service is offline when the text message comes in, the patron will receive your customized offline auto-response.  You'll receive the patron's message the next time that queue comes online, along with a note indicating how long ago the patron originally sent the text.<br /><br />If you're staffing with our webchat client, LibraryH3lp will detect that your patron is coming in on a phone number, and you'll get a character countdown to assist librarians in making shorter replies. <br /><br /><table align="center" cellpadding="0" cellspacing="0" class="tr-caption-container" style="margin-left: auto; margin-right: auto; text-align: center;"><tbody><tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgOJfvH9tZ6n8z2Hph4j27KIIL_E_gu373mIPV5_Qj7K0WJ_ypKP632pAyPKcCHVhR-UEOG-TtMNhiZpLfoq7yXmGz4fwOMla5xBQqqeCRCT-74s1d53TAqaT6FQVy7PZl5yndKDZvF4lU/s1600/incoming-sms.png" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img border="0" height="358" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgOJfvH9tZ6n8z2Hph4j27KIIL_E_gu373mIPV5_Qj7K0WJ_ypKP632pAyPKcCHVhR-UEOG-TtMNhiZpLfoq7yXmGz4fwOMla5xBQqqeCRCT-74s1d53TAqaT6FQVy7PZl5yndKDZvF4lU/s1600/incoming-sms.png" width="400" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;">Incoming text message in the LibraryH3lp webchat client.</td></tr></tbody></table><br /><br />Already have the LibraryH3lp SMS add-on and want to fold in your Google Voice SMS number?Contact us at support@libraryh3lp.com for step-by-step instructions on how to set up forwarding.<br /><br />Interested in a no-risk trial of the SMS add-on? Google Voice SMS forwarding is just one of the <a href="http://docs.libraryh3lp.com/sms-gateway" target="_blank">many features available</a>. Contact us at support@libraryh3lp.com to get started. Our <a href="http://libraryh3lp.com/pricing" target="_blank">SMS packages are very affordable</a>; the $50 package sees most libraries through a full year of service.</p>

Using  Google Voice SMS for text messaging at your library? Y ou can forward those incoming text messages from patrons to LibraryH3lp! Whe...

Time to go home? Time for your FAQ to go work!

<p>It's time to call it a day and your virtual reference service has gone offline. But alas, it isn't the end of the day for your website. The poor thing works 24/7 including holidays, never taking a vacation. Might as well get that work-a-holic answering virtual reference questions!<br /><br />One simple and effective recipe for after hours virtual reference combines two ingredients - a populated FAQ and a customized offline chat appearance. Fill your FAQ with answers to commonly asked questions and the built-in search will handle the rest. Be sure to configure the <a href="http://docs.libraryh3lp.com/faq-integrations">FAQ's e-mail integration</a> to point to your library's e-mail or contact page in case patrons can't find what they need.<br /><br />Then head over to the <a href="http://docs.libraryh3lp.com/create-code-services">Services tab in the admin site</a>^* and update your service's offline appearance to include an image that links to your FAQ or even an <a href="http://libraryh3lp.blogspot.com/2013/10/your-libraryh3lp-faq-anywhere.html">embedded search box</a>. Since you can plug in any code you'd like for offline appearance, it can be as simple or as fancy as you'd like.  Or if you happen to use a <a href="http://docs.libraryh3lp.com/create-code-diy">DIY code snippet</a> instead of a service, you'll need to update the offline <i>div</i> element.<br />^{<br />}Now head home and enjoy the rest of the day knowing your website and your FAQ are hard at work, providing after hours virtual reference self-help for patrons. And if a patron can't find what they need while you're away, an e-mail will be waiting in the morning.<br /><br />Haven't created a FAQ site? Your <a href="http://libraryh3lp.blogspot.com/2013/08/faq-management-you-can-haz-unlimited.html">LibraryH3lp subscription includes unlimited FAQ sites</a>.  To get going, head over to the Faqs tab in the admin site, create a FAQ, and start adding questions.<br /><br />And if you'd prefer to have your patrons continue to receive great live assistance from real librarians when your own staff aren't available, check out <a href="http://chatstaff.us/">ChatStaff</a>!<br /><br /><hr /><span style="font-size: x-small;">^* If you are using an <a href="http://docs.libraryh3lp.com/create-code-iframe">iframe to embed a LibraryH3lp widget</a> in your web pages, you'll want to switch to a service. You'll keep your current embedded widget look while adding the ability to point to your FAQ when offline.</span></p>

It's time to call it a day and your virtual reference service has gone offline. But alas, it isn't the end of the day for your websi...

LibraryH3lp is for more than just libraries!

<p>LibraryH3lp is receiving growing interest from academic departments beyond the library thanks to our loyal and vocal user base. (We appreciate it!) Academic advising, admissions, student services, IT, and peer counseling are all getting on board. Since every LibraryH3lp subscription comes with unlimited users, queues, widgets, and FAQs, <b>once one department has a subscription, every department is covered</b>. No additional charges. No kidding.<br /><br />Adding new departments is easy! Set up as many new users, queues, widgets, and FAQs as you need via the admin site. All users and queues will be available for transfers. So if you are interested in chat collaborations with other departments, you're already set! And with a bit of <a href="http://docs.libraryh3lp.com/manage-contacts.html">Manage Contacts</a> magic, you can buddy users across departments to create your own private IM network.<br /><br /><h3>Add some isolation with mini-admins</h3><br />LibraryH3lp also supports mini-admin permissions for departments that wish to be semi-autonomous. All users and queues across the account still appear for transfers. However, mini-admins can manage their own queues, users, widgets, transcripts, FAQs, etc, without seeing any data (including transcripts) for the rest of the account. Full admins in the main (owning) account <b>will </b>be able to see all of the data managed by the mini-admin.<br /><br />To create a mini-admin under your account, create the user initially and then <a href="mailto:support@libraryh3lp.com">contact us</a> to add the necessary permissions.<br /><br /><h3>Discounted independent subscriptions</h3><br />Sometimes departments need to operate completely separate from the main account due to privacy or other concerns. In such cases, additional subscriptions can be added at a discounted rate. To get started, the department should <a href="https://libraryh3lp.com/registration/register" target="_blank">register a trial account</a> and then <a href="mailto:support@libraryh3lp.com">contact us</a> for details.<br /><br /><h3>Questions?</h3><div><br /></div>If you're interested but still have some questions about the various scenarios, take a look at our <i><a href="http://docs.libraryh3lp.com/add-dept.html">Adding additional departments within your organization</a> </i>doc.  And of course, feel free to contact us.  We're happy to help!<br /><br /><br /></p>

LibraryH3lp is receiving growing interest from academic departments beyond the library thanks to our loyal and vocal user base. (We apprecia...

Looking for FAQspiration? Check out these customizations!

<p>Looking to migrate your existing FAQ into <a href="http://docs.libraryh3lp.com/faq-intro">LibraryH3lp</a>? Starting from scratch? Having a hard time getting started? We've compiled some super neat FAQspirations just for you! <br /><br /><div style="text-align: center; background-color: white; border: 1px solid #eee; padding: 5px;"><b>Check out these super neat FAQ customizations on Pinterest... </b><br/><br/><a data-pin-do="embedBoard" href="http://www.pinterest.com/libraryh3lp/super-neat-faq-customizations/" target="_blank"></a></div><br /><br />And if aren't a web guru, we have 19 pre-made themes that will make your colleagues think you are! <br /><br /><div style="text-align: center; background-color: white; border: 1px solid #eee; padding: 5px;"><b>See all the available FAQ themes on Pinterest... </b><br/><br/><a data-pin-do="embedBoard" href="http://www.pinterest.com/libraryh3lp/faq-themes/"></a></div><br /><br/>Add in a <a href="http://docs.libraryh3lp.com/faq-reuse-header">custom header</a> and a <a href="http://docs.libraryh3lp.com/faq-custom-footer">custom footer</a> and a <a href="http://docs.libraryh3lp.com/faq-styling">touch of styling</a> and voilà! You're set. <br /><br />Got a super neat FAQ customization? <a href="mailto:support@libraryh3lp.com">Let us know.</a> We'll be sure to add it to our Pinterest board. You'll be helping other libraries find their FAQspiration! <br /><br />And if you have an existing FAQ that you'd like to import, e-mail us at <a href="mailto:support@libraryh3lp.com">support@libraryh3lp.com</a>. <br /><br /><script async="" src="//assets.pinterest.com/js/pinit.js" type="text/javascript"></script></p>

Looking to migrate your existing FAQ into LibraryH3lp ? Starting from scratch? Having a hard time getting started? We've compiled some s...

Don't fence me in: LibraryH3lp staffing options

<p>Recently, we announced <a href="http://libraryh3lp.blogspot.com/2013/10/new-chat-management-features-in-your.html" target="_blank">a whole gaggle of new features for those staffing their LibraryH3lp-powered virtual reference service with Jabber (XMPP) clients</a>.  If you staff exclusively from our native webchat client, that post might have you wondering why anyone would choose something else. So we wanted to talk a bit about some of the available staffing options. Ultimately, the right choice depends on your environment, workflows, and personal preference.<br /><br />Staffing options for LibraryH3lp come in three basic flavors: <a href="http://docs.libraryh3lp.com/clients-web" target="_blank">web</a>, <a href="http://docs.libraryh3lp.com/clients-external.html" target="_blank">desktop</a>, and <a href="http://docs.libraryh3lp.com/clients-mobile.html" target="_blank">mobile</a>. In a nutshell, web clients are convenient because there is nothing to install and they run in your browser. Desktop clients are the most robust and configurable option. And mobile clients help you stay available when you're on the go using smartphones and tablets.<br /><div><br /></div><div>Staffing from a web client (like our own simple and powerful webchat client) is a fine option in many cases, especially for those who staff in shifts for a few hours here and there.  And it is a great place to begin when first starting out with LibraryH3lp.<br /><br />But you might find that a desktop client better fits your workflow.</div><div><ul><li>It's separate from your web browser, which means less clutter when chatting.</li><li>Automatic start up and sign in option, no need to remember to visit a web page to login.</li><li>Many clients automatically set your status to "away" or "offline" based on keyboard/mouse idle time.</li><li>Highly customizable sound and visual message alerts.</li></ul></div><div><br />Plus desktop clients best handle network instabilities since they have direct, specialized operating system access.  The most popular desktop clients for staffing LibraryH3lp include <a href="http://docs.libraryh3lp.com/pidgin-config.html" target="_blank">Pidgin</a>, Adium, Digsby, Jitsi, and Trillian. <br /><br />An increasing number of librarians are staffing from tablets and smartphones. For the mobile librarian, Jabber/XMPP chat apps are a great way to go.  Beyond staffing your virtual reference service from a mobile device, you could simply be available for your colleagues via the LibraryH3lp buddy list when you're on the move.  Push (background) notifications notify you of incoming messages even if your device is locked, or the app is not on top.<br /><br /></div><div><table align="center" cellpadding="0" cellspacing="0" class="tr-caption-container" style="margin-left: auto; margin-right: auto; text-align: center;"><tbody><tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhgctW-Qhcq3hlVu_keKX_R2z8a9UHj3NAbMBm-jdT9kyFN6pCoYVTtnIeATbosl8Kshe6hlLpUhexWYDJcEpnMjsP3OxQhoiAXALFQnfySJSAWD7ZAmqGvDY7gt81rSZIktsHybRJ1gpA/s1600/one-team-landscape.png" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img border="0" height="300" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhgctW-Qhcq3hlVu_keKX_R2z8a9UHj3NAbMBm-jdT9kyFN6pCoYVTtnIeATbosl8Kshe6hlLpUhexWYDJcEpnMjsP3OxQhoiAXALFQnfySJSAWD7ZAmqGvDY7gt81rSZIktsHybRJ1gpA/s400/one-team-landscape.png" width="400" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;">Answering a chat in the One Team client for iPad.</td></tr></tbody></table><br /><div class="separator" style="clear: both; text-align: center;"></div><br /></div><div class="separator" style="clear: both; text-align: center;"></div>Bottom line: with LibraryH3lp, you are <a href="http://docs.libraryh3lp.com/suitable-jabber-clients.html" target="_blank">not hemmed into any one staffing interface</a>. You can mix and match on a librarian-by-librarian basis or switch between clients as part of your normal workday. And no matter which chat client you choose, you have full access to all chat management features.</p>

Recently, we announced  a whole gaggle of new features for those staffing their LibraryH3lp-powered virtual reference service with Jabber (X...