L-net Local

L-net, Oregon’s statewide reference service, provides a centralized online reference service for everyone who lives, works, or goes to school in Oregon, as well as staff training and support for Oregon libraries to provide that service.

What is L-net Local?

L-net is now also providing the software tools for your library or consortium to provide the same service to your local community.

Who is using it?

Also using L-net local are:

Embedded chat widgets

Embedded chat widgets are becoming a common feature of library websites and the library’s online services. You might see one on a library home page, course management software, Facebook profile, or library catalog. An embedded chat widget looks and acts like a user’s regular instant messaging software, so many people recognize what it is without much explanation. The presence of a widget signifies that a person is online and available to help.

To begin their chat with a librarian, the patron just types in their question and clicks ‘Submit’.

Example:

Tillamook County Library - http://www.tillamook.plinkit.org/ (look for ‘Reference chat’ in the center of the page - Tillamook is not using L-net Local)

Problems with embedded chat widgets for patrons

Libraries have seen two common problems with embedded chat widgets:

Patrons can accidentally browse away from their chat
The embedded chat takes up a lot of space on a web page

Libraries have solved these problems by using a pop-up window instead of an embedded chat widget, which stays open even when the patron is browsing another page, and which can be accessed by a link or small image.

For these and for technical reasons, we recommend that you use a pop-up window with your L-net local service.

Examples:

Oregon State University - http://osulibrary.oregonstate.edu/ (look for ‘Ask a librarian in the top right’)

Reed College Library - http://library.reed.edu/ (look for “We’re online!” Or “We’re Offline” near the top right).

Problems on the staffing side

Many embedded chat widgets only allow one librarian to be logged in and answering questions. There is sometimes confusion when a librarian coming on shift forces the current librarian to log out.

Embedded chat widgets from commercial IM providers do not provide statistics or transcripts of sessions, which are useful in evaluating and improving a service.

Though it is not unique in this aspect, L-net’s local service allows you to have as many people monitoring your service at once as you like with no interruptions, and keeps statistics and transcripts of sessions.

Who can use it?

Any library in Oregon may use L-net Local to provide online chat reference service to their local community or in partnership with other Oregon libraries.

We hope that library staff will attend one of our trainings and contribute to the L-net statewide service but neither is required.

For information about contributing to L-net, please visit www.oregonlibraries.net/joining.

Do I have to call it L-net?

No, you don’t have to call your local service “L-net”, and you don’t have to give it a name at all if you don’t want.

More information about IM

In 2006 L-net created an IM report that gives a general overview of IM in libraries and includes practical strategies for addressing concerns that library administrators and IT departments might have. The report is available at http://www.oregonlibraries.net/staff/instantmessaging

 

Getting started

We'd like to make it as easy as possible for you to get started with L-net Local. Here is the best way to get started.

1. Tell us you're interested

Contact Caleb Tucker-Raymond (503) 988-5438, calebt@multcolib.org or Emily Papagni, (503) 988-5433 or emilyp@multcolib.org and just tell us you are interested in using L-net Local for your library website. We'll talk to you and try to help you figure out if it is the best fit for your library.

2. Make sure you can install the software

Though patrons come to you on the web, librarians use Spark, an open-source instant messaging program for Windows, Macintosh and Linux. It runs on your desktop or laptop computer and may need to be installed by your IT department.

3. Arrange training

Contact Emily Papagni, (503) 988-5433 or emilyp@multcolib.org to set up training. If you want to contribute to the statewide L-net service, plan for a whole day. Otherwise, plan for 2 and a half hours.

4. Practice

You can dive right in head first, go ahead, but we also recommend you practice to get a feel for how the service works for both patrons and librarians.

Configuring L-net Local

Configuration and set-up

To get started with your widget, contact Caleb Tucker-Raymond, calebt@multcolib.org (503) 988-5438. Please consider these configuration options:

Online message

In addition to a green status icon and your library’s name, what message should display to patrons when your library is online? Your message may include HTML.

Examples:

Enter your question to connect with a librarian

We’re online!

Offline message

What message should display to patrons when your library is not online? Your message may include HTML.

Examples:

We’re not here right now, but click here to leave us a message

We’re offline, but you can leave us a message or connect to L-net, Oregon’s 24/7 reference service

Offline rollover to L-net

You have the option to provide 24/7 service by implicitly “rolling over” your widget to L-net when you are not online.

Patrons can still type and use your widget, only they will be connected to whoever is staffing L-net.

If you decide to turn this feature off, you can still direct patrons to L-net by explicitly linking to L-net in your offline message.

Post-session message

What message should display to patrons when their session is finished? Your message may include HTML.

Example:

Thanks for chatting with us. We hope we were able to help. If you want, you can help us by completing a brief survey about your experience.

A note about links in pop-up windows

If you are using HTML links in your message and your chat is happening in a pop-up window, the links will open in the same window. You can fix this by using target=“_blank” in the tag.

For example:

<a href=“http://www.oregonlibraries.net/ask” 
target=“_blank”> Or you can ask your question now 
and we will get back to you by e-mail</a>

Survey

Your post-session message may include a link to a survey if you like. You can use any survey software you like, or have it hosted on the L-net website, www.oregonlibraries.net.

Chat options
You can optionally have the patron enter their e-mail address and one extra field.

Weights determine the order the fields are displayed. Lower-weighted fields will display first. The question entry field is weighted at 0.

Click on the image to the left to open it in a new window.

E-mail address
The e-mail field can be optional, required, required to match a specific domain, or non-existent.

<!-- -->

Extra field
You can add an extra field to have patrons enter some other information. The more fields you have, the less your widget will look like the chat interface.

Chat transcript
L-net chat transcripts come with a standard header and footer, based on our template.

If you would like you to use a different template for chats with your patrons, just let us know what you want it to say.

Look and feel

Unfortunately, we aren’t able to customize the look and feel or style of the chat or widget right now. If this is something

Using L-net Local on Your Website

Chat code for your site

The URL for your chat will be http://www.oregonlibraries.net/widget/yourlibrary

To embed your chat in a website, you can use an <iframe> tag:

<iframe src="http://www.oregonlibraries.net/widget/yourlibrary"
 width=240px height=400px></iframe>

 

To use a pop-up window, use a JavaScript function to open the window to your URL.

<script>

  function lnetPopUp(URL) {
  day = new Date();
  id = day.getTime();
  eval("page" + id + " =  window.open(URL, '" + id + "',     
  toolbar=0, scrollbars=0, location=0, statusbar=0,
  menubar=0, resizable=1, width=300, height=400,left  = 362,
  top = 134');");
  }
  </script>

Your link will use the JavaScript:

<a href="javascript:lnetPopUp('http://www.oregonlibraries.net/widget/yourlibrary')">Click 
here to your question below to chat with a librarian</a>

 

Examples of how this all works together:

When you’re online:

A green circle icon shows next to the name of your library.

Your ‘online message’ shows. This can include HTML

A chat box for patrons to enter their question and a send button shows. Patrons will be connected to your library.

Some extra blank space and a Jive Software logo show below.

 

When you’re offline and your library is NOT set to rollover to L-net:

A red circle icon shows next to the name of your library.

Your ‘offline message’ shows. This can include HTML.

The patron has no place to type.

Some extra blank space and a Jive Software logo show below.

 

When you’re offline and your library is set to rollover to L-net:

A yellow circle icon shows next to the name of your library.

L-net schedule information is displays saying who is online now.

Your ‘offline message’ shows. This can include HTML.

A chat box for patrons to enter their question and a send button shows. Patrons will be connected to whoever is on L-net.

Some extra blank space and a Jive Software logo show below.

 

Client software

Library staff must use a specific instant messaging client to use L-net local. The customized version of Jive Software’s Spark tool can be downloaded from www.oregonlibraries.net/spark.

 

Technical considerations

Patrons need JavaScript enabled to use the service. Librarians’ workstations and networks need to be set up as described on the Spark software page, www.oregonlibraries.net/spark.

 

Does it have to be a widget? Can I ask the patron for more information?

For now, we are only offering this service as a widget that collects no information about the patron except that they came from your library website. We may be able to collect other information in the future, and especially if you ask for it.

 

Presence and Presence API

Presence code for your site

You may also wish to provide “presence” information about your service so patrons can tell at a glance if you are online or offline.

The URL for your presence indicator is http://www.oregonlibraries.net/presence/WIDGET. You can also embed this in an iframe:

<iframe src="http://www.oregonlibraries.net/presence/WIDGET" 
width=100px height=40px></iframe>

Presence text and CSS

You can optionally use your own CSS file, CSS code, or custom online and offline messages to show along with your presence information.

Presence API

If you still don't like the way the presence information displays, you can always query our presence API by adding a slash and the word 'value' at the end of the URL.

http://www.oregonlibraries.net/presence/WIDGET/value

The result can be 0, 1 or 2. 0: no one is online 1: the library is online 2: the library is offline but rolling over to L-net

Presence Caching

To conserve resources, information about your chat presence is cached on our server for one minute. This provides faster response times from our server to your website, but it also means that your presence may appear to be inaccurate for a brief amount of time.

Caching is on by default, but you can always request a non-cached version of your presence information by adding '/html/nocache' to the end of your request URL:

http://www.oregonlibraries.net/presence/WIDGET/html/nocache

To receive a non-cached version of the simple 0, 1 or 2 status value, add the word '/nocache' after /value:

http://www.oregonlibraries.net/presence/WIDGET/value/nocache

Training and Support for L-net Local

Training

L-net offers free training in the use of our software and in techniques in providing virtual reference. Training for L-net Local is normally two hours. Contact Emily Papagni, (503) 988-5433 emilyp@multcolib.org, to schedule a time.

If you have received training and would like to help train your colleagues, we have a handy curriculum outline that you can use to make sure you cover all the bases at www.oregonlibraries.net/curriculumoutline.

 

Support

L-net staff provide technical support in configuring your service and for troubleshooting your software. Contract staff make sure the software we distribute is up to date and secure.

 

24/7 service

L-net offers 24/7 online reference service to everyone who lives, works or goes to school in Oregon, and seamlessly integrates it with your local service.

L-net is staffed by 33 libraries in Oregon, and has partnerships with Ohio’s statewide virtual reference service, KnowItNow, for software and morning service. We partner with the Northeast Ohio Regional Library Services’ AfterDark service for weekend and evening service.

L-net policy pages give collaborating and backup librarians a quick reference to help your community use your library’s services.

 

Privacy

L-net local sessions are subject to L-net’s privacy policy, www.oregonlibraries.net/privacy. We only keep track of patrons personal information in order to send them follow-up answers.

We may be able to implement an alternative privacy policy for your L-net local service in the future. Please let us know about your needs.

 

Statistics

L-net keeps statistics for the overall statewide service. You can download a spreadsheet that lists each session that your librarians have worked on, including on your local widget and on the L-net service.

Visit http://www.oregonlibraries.net/stats/patrons and then browse to your library. Click on the list of terms matching your library then the name of your L-net Local widget to narrow the results to L-net Local.

 

Issues

We are aware of a number of issues with our service and software and don’t want to hide them from you. In rough order of priority:

Mobile devices

L-net’s chat service works on mobile devices that support JavaScript. However, the interface has a tiny font, and we are working on making the mobile interface easier to use by increasing the font size.

Transcripts

Transcripts of your sessions with patrons are stored on the L-net website. We hope to offer more flexible retention and exporting options in the future.

Integration with commercial instant messaging or text-messaging services

L-net’s local chat does not yet integrate with commercial instant messaging services.

Accessibility

L-net’s local chat does not perform well with screen readers, though this is not much different than other virtual reference software. The only virtual reference software that we are aware of which has been tested successfully in screen readers is OCLC QuestionPoint. Some services stress that instant messaging is a popular tool in disabled communities and are focusing on providing access to a commercial IM network to reach those patrons.

Behind the scenes

L-net’s chat server is operated by the Cleveland Public Library, who has a partnership with L-net to provide virtual reference software and services. The server is a custom version of OpenFire and FastPath from Jive Software.

L-net’s website is based on the Drupal content management system (www.drupal.org). A custom content type stores information about your service. When a person visits your ‘widget’, it is really a ‘node’ in Drupal. The node is styled as an HTML form in the image of Jive’s FastPath web chat.

When a user submits a chat, a record of the chat is stored on our server before sending the user to the chat server. After the chat is over, the chat transcript is exported back to our website, allowing us to keep statistics and giving you access to transcripts.

Development

We welcome your ideas about how we can make L-net work better in serving your local community. Please give us your feedback often.

Alternatives

If you’ve read this far, we don’t want to forget that you should be aware of other alternatives to providing this type of chat service at your library.

Karen Munro, Head, UO Portland Library/Learning commons posted a comparison of chat widgets at http://karenlibrarian.wordpress.com/2008/02/29/web-based-chat-widget-face-off/.

Libraryh3lp is an open source project started in North Carolina and is a fantastic alternative to all of this. http://code.google.com/p/libraryh3lp/

RefChatter is a commercial implementation of Libraryh3lp that includes training and technical support from Altarama Systems. http://www.altarama.com/refchatter.htm

Policies and Procedures for L-net Local

Policies

L-net Local is intended to be a tool for you to provide virtual reference service to your community. How you provide that service is up to you.

L-net's procedures and policies attempt to provide the best possible service to a diverse group of patrons. They are based on professional communication in the virtual reference field, including peer-reviewed research and refereed papers, attending conferences and informal communication with our peers.

However, one size does not fit all. You are the best person to decide how to provide service to your community. We are happy to lend our experience and document library but do not insist you follow all of L-net's policies.

Current exceptions

L-net's privacy policy applies to L-net local as well: the patron's personal information is removed from the chat server in Ohio as well as the L-net website after 7 days, but a scrubbed version of the transcript is kept.

Customizations to this policy are not currently available. If you would like to use a different privacy policy, please talk to L-net staff.

Procedures

As with policies, how you staff and manage the workflow for your L-net Local service is up to you. At the same time, all of L-net's tools are available to you, including the Follow-up/e-mail software.

Resolution codes

You are welcome to use L-net's resolution codes, or not, as you see fit. In the future, we expect you will be able to define which codes are available and which are not. They may be helpful for statistics, but only two of them do anything inside the software.

The Follow-up code will enter the patron's question into our follow-up system.

If you use the Follow-up resolution code but aren't going to follow up through L-net, just close the question and leave a comment about what you are doing so that other L-net librarians don't contact the patron.

The Prank only works on the regular L-net service. Chats from the patron within the next hour will be sent to a special queue. For more information, see two blog posts about it, "queues" and "followup on pranks".

Follow-up using your local e-mail account

If you would like to ignore the L-net e-mail and follow-up system send the patron e-mail yourself, and you are a public institution we recommend using a common reference e-mail address to answer the patron. This helps separate e-mails that may be exempt from public records requests (like library transactions) from record that are not exempt (like your e-mail)