LibraryH3lp

What do you like best?

The layout is very clean, and allows for multiple concurrent chats. You can create your own 'canned' messages to send out when you don't have time to respond personally and devote your full attention to a concern.

What do you dislike?

The alert tone sounds until you acknowledge a message, and the tab continues flashing until you respond. This is really both positive and negative, as it alerts you that you've missed something, but can be quite annoying for anyone else nearby if you happen to step away.

Recommendations to others considering the product:

check with your IT department about implementation.

What problems are you solving with the product? What benefits have you realized?

LibraryH3lp enables library staff to interact in real time chat with people in need of their services. It cuts down on congestion with people at the reference desk, and the interface works well with our website to enable users to find the specific person they need to speak to. It also decreases our instance of unanswered email questions and user frustration.