1. Choosing to Chat
Elizabeth Fox and Melissa Clark

2. Decision to Chat
Pros Cons
• Immediate • Greater demands on
assistance staff
• More scheduling for
• Good for distance librarians
patrons • No visual or auditory
• Better than e-mail cues during the
for reference reference interview
interviews • Typing takes time
• Less interactive than
• Allows anonymity in-person or
• Meets the patron phone
where he/she is

3. Features of Chat Software
• Mobile accessible
• Send documents (librarian to patron or vice versa)
• Co-browse
• Save scripts
• Save transcripts
• Text & IM in same interface
• Widget for web pages
• Block abusive users
• Availability notice
• E-mail option if chat is offline
• Transfer chats to another agent

4. Other Considerations
• Server requirements
• Price
• Software used (does librarian or client have to
download software)
• How is the widget created
(Flash, Jabber, XMPP, etc.)

5. Demonstrations
• LibraryH3lp
• LibChat
• Digsby
• SnapEngage