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...

New chat management features in your favorite Jabber client!

<p><div class="separator" style="clear: both; text-align: center;"></div>One of the best features of LibraryH3lp is that we do not lock you into a single software solution when chatting with patrons. Thanks to <a href="http://libraryh3lp.blogspot.com/2012/06/use-standards-luke.html">the flexibility offered by the XMPP chat protocol</a>, you have <a href="http://docs.libraryh3lp.com/suitable-jabber-clients" target="_blank">tons of choices</a> for your computer and mobile device when it comes to staffing your virtual reference service. And with our updated chat management dashboard, you can use your favorite Jabber (XMPP) client to access some features previously only available within our native webchat client.<br /><br />Here's a peek at the updated dashboard along with highlights of newly available features:<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/AVvXsEi0N1HeR0DOqUK-dwRZRkeH-ZnmUdZAkF2I91GlzCFXhtRPIkP0InreRiZ82owFpZMxPi4Rm1h6Nbz3LXwYI7vJCK4BX82bmReDzhmRAk3VT6Gtad7kDB4JE_UyVgCHVKXEVfNusuWBpT0/s1600/external-clients.png" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi0N1HeR0DOqUK-dwRZRkeH-ZnmUdZAkF2I91GlzCFXhtRPIkP0InreRiZ82owFpZMxPi4Rm1h6Nbz3LXwYI7vJCK4BX82bmReDzhmRAk3VT6Gtad7kDB4JE_UyVgCHVKXEVfNusuWBpT0/s1600/external-clients.png" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;">A text message has arrived and the operator is looking <br />at the profile information for the libh3lp-txt queue.</td></tr></tbody></table><div><ul><li><b><a href="http://docs.libraryh3lp.com/profile-pages">Profiles</a></b> provide free-form metadata for librarians staffing your service. You might include service tips, hard-to-find URLs, shared passwords, or canned responses.</li><li>Use <b><a href="http://docs.libraryh3lp.com/email-integrations" target="_blank"><span id="goog_173434822"></span>Tag for Followu<span id="goog_173434823"></span>p</a></b> when you need to follow up with a patron after the chat has ended. Followups are sent to pre-configured email addresses, which staff can see at a glance, along with an optional free-form note. </li><li><b>Block</b> unruly patrons for 24 hours.</li><li><a href="http://docs.libraryh3lp.com/avatar.html">Avatars</a> (e.g. the cell phone icon in the above screenshot) give queues a visual identity which helps librarians put a chat into context.</li><li>Easily view the <b>guest IP</b> address and <b>referrer</b> URL from which the chat originated.</li></ul><br />Of course, <b>Transfer Chat</b>, <b>Email Transcript</b>, <b>Send File</b> (up to 20 megabytes), and the full transcript are still available as with the previous incarnation of the chat management dashboard.<br /><br /></div><div><div>When staffing with your favorite Jabber client, all incoming chats for queues include a link to the chat management dashboard. Click that link and you're off and running! In Pidgin, it looks like this:</div><div><br /></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/AVvXsEg3lF1VzvarurS1yhHS5_xo4BciTDvqUlAolWO0GX2HMgaaGTk3I5xocAcItYDoX1NStfnwcSXHyLbCUwe9FcZ6EJ0WQCLacCcE2iyrfBIANfe_7_Y1t6opBB1K_6dswP9nkQeGadcZM5A/s1600/chat-management-link.png" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3lF1VzvarurS1yhHS5_xo4BciTDvqUlAolWO0GX2HMgaaGTk3I5xocAcItYDoX1NStfnwcSXHyLbCUwe9FcZ6EJ0WQCLacCcE2iyrfBIANfe_7_Y1t6opBB1K_6dswP9nkQeGadcZM5A/s1600/chat-management-link.png" /></a></td></tr><tr><td class="tr-caption" style="text-align: center;"> Note: You won't see this link in our webchat client since it already includes <br />all of the features available on the chat management page for external clients.</td></tr></tbody></table><h4></h4><br />If you already staff your LibraryH3lp-powered service with a Jabber client, we hope you'll enjoy the enhancements. <a href="mailto:support@libraryh3lp.com">Let us know what you think!</a> Or maybe you currently use our native webchat client and are wondering why you'd ever want to staff from something else.  If so, stay tuned...</div></p>

One of the best features of LibraryH3lp is that we do not lock you into a single software solution when chatting with patrons. Thanks to the...

Your LibraryH3lp FAQ. Anywhere.

<p>Ever wanted to embed content from your LibraryH3lp FAQ in other pages?  Now you can! <a href="http://docs.libraryh3lp.com/faq-embed" target="_blank">LibraryH3lp's FAQ module just got embeddable</a>.<br /><br />Combine your creativity with our FAQ API and the possibilities for embedded content are endless...<br /><div><ul><li>Is your building under renovation and in a state of rapid change?  List your 5 most recently-updated questions tagged with your "renovations" topic on your project page.</li><li>Update your RefWorks support pages with FAQ search results for the word "RefWorks."  </li><li>Add search boxes for your FAQ content throughout your website.</li><li>Embed the 5 most-viewed items tagged with your "ILL" or "Document Delivery" topic in your ILL request system, or in research guides targeted towards new graduate students.</li><li>Include parking information anywhere needed, e.g. advertising upcoming events.</li></ul></div><div><br />Use your FAQ to centralize management of shared content across all your sites and pages.  And embedded FAQ content is especially handy when an individual has control of specific content but cannot edit the website directly.  Once embedded, the FAQ content shown on the website can be updated via LibraryH3lp's <a href="http://libraryh3lp.blogspot.com/2013/01/new-in-place-faq-editing.html">in-place editing</a> or <a href="http://libraryh3lp.blogspot.com/2013/08/faq-management-you-can-haz-unlimited.html">FAQ dashboard</a>.<br /><br />Visit our <a href="http://docs.libraryh3lp.com/faq-embed" target="_blank">embedded FAQ API documentation</a> to get started.  We'll show you how to build an embeddable code snippet with examples.  </div><div><br /></div><div>Once embedded, FAQ content will generally inherit the styling of the parent page. However you can use the <i>question-fragment.html</i> template to make further customizations like applying styling to a question separately from an answer.  Templates are most easily edited via the <a href="http://libraryh3lp.blogspot.com/2013/08/faq-management-you-can-haz-unlimited.html">FAQ dashboard</a> in the admin site, which provides revision history and control.</div><div><br /></div></p>

Ever wanted to embed content from your LibraryH3lp FAQ in other pages?  Now you can! LibraryH3lp's FAQ module just got embeddable . Comb...

6 new FAQ features. You Asked. We Listened.

<p>Last month, we unveiled the <a href="http://libraryh3lp.blogspot.com/2013/08/faq-management-you-can-haz-unlimited.html" target="_blank">FAQ tab for the admin site</a> which provides advanced configuration and management functionality for your LibraryH3lp-powered knowledge bases. This week we've rolled out 6 new patron-facing features.<br /><br /><ul><li>Patrons can sort questions by # views, likes, dislikes, time last updated, or even alphabetically.  Read more below to find out how to include sort within your FAQ.</li><li>A FAQ site's e-mail integration can be either an e-mail address or a URL. The URL allows you to link any existing e-mail contact form you already provide for patrons.  The e-mail address hooks into our <a href="http://docs.libraryh3lp.com/faq-integrations" target="_blank">built-in, customizable e-mail contact form</a> which gathers patron information and e-mails you the patron's question. </li><li>The 'Chat with Us' link in the right sidebar disappears when your chat service is offline.</li><li>There is a new 'Contact Us' link at the bottom of each question page.</li><li>HTTPS support.</li><li>New theme! Flatly. <a href="http://ask.libraryh3lp.com/?theme=flatly" target="_blank">See it in the wild</a>.</li></ul><br />A big thank you to everyone who has provided feedback and comments about the FAQ module so far! The ideas for all these new features come directly from you - our user community.<br /><br /><h3>How to add question sorting to your FAQ</h3><div><br />In your browse.html template, add the following HTML just <i>above</i> the questions div element and then customize to suit.</div><code></code><br /><div><div><code><span style="font-size: x-small;"><div class="clearfix"></span></code></div><div><code><span style="font-size: x-small;">  <div class="span7"></span></code></div><div><code><span style="font-size: x-small;">    <div id="question-orderby" class="btn-group pull-right"></span></code></div><div><code><span style="font-size: x-small;">      <a class="btn btn-small dropdown-toggle" data-toggle="dropdown" href="#"></span></code></div><div><code><span style="font-size: x-small;">        re-order results</span></code></div><div><code><span style="font-size: x-small;">        <span class="caret"></span></span></code></div><div><code><span style="font-size: x-small;">      </a></span></code></div><div><code><span style="font-size: x-small;">      <ul class="dropdown-menu"></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="views" direction="desc">most views</a></li></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="views" direction="asc">fewest views</a></li></span></code></div><div><code><span style="font-size: x-small;">        <li class="divider"></li></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="last-updated" direction="desc">recently updated</a></li></span></code></div><div><code><span style="font-size: x-small;">        <li class="divider"></li></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="likes" direction="desc">most useful</a></li></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="dislikes" direction="desc">least useful</a></li></span></code></div><div><code><span style="font-size: x-small;">        <li class="divider"></li></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="question" direction="asc">A to Z</a></li></span></code></div><div><code><span style="font-size: x-small;">        <li><a tabindex="-1" orderBy="question" direction="desc">Z to A</a></li></span></code></div><div><code><span style="font-size: x-small;">      </ul></span></code></div><div><code><span style="font-size: x-small;">    </div></span></code></div><div><code><span style="font-size: x-small;">  </div></span></code></div><div><code><span style="font-size: x-small;"></div></span></code><br /><br />Or if you prefer, <a href="mailto:support@libraryh3lp.com">e-mail support</a> and we'll make the necessary changes for you.</div></div><code></code></p>

Last month, we unveiled the FAQ tab for the admin site which provides advanced configuration and management functionality for your LibraryH...