Chat

Logging in for a Shift

If you have a chat shift, you will likely be given your own login information.

Go to https://libraryh3lp.com/webclient/client and log in with your credentials.

Make sure "I'm staffing" is checked when you log in.

After you have logged in for your shift, don't forget to let the person before you know that you have logged in. You can do that through the Ask a Librarian chat on the website: https://legacy.lib.utexas.edu/services/reference/chat.

Make sure the sound is up loud enough on your computer to hear notifications when a chat comes in.

Sending materials

The preferred means of sharing a resource is through copying and pasting a link, however links don't always work. Factiva in particular does not let you share link, so you will either need to walk the user through the process of finding the item (preferred), or download the item and upload it to them through chat.

You can upload a file using the paperclip icon.

Transferring a chat

If you need to transfer an ongoing chat to the next librarian or GRA, first let the new staffer know that you are sending them a chat. Giving a little bit of context is also helpful.

To transfer, click the transfer icon.

Select users and click okay, and then type in the name of the staffer you are transferring the chat to.

Emailing a Transcript

If you get a question that you need to refer to a librarian, it is best to do so through email. Be sure to ask the user for their name and email address and inform them that a librarian will contact them at that address.

Click the email icon and email a copy of the transcript to yourself first.

Once you've received the transcript, forward it to the appropriate librarian with a message summarizing the question.

Canned Responses

There are some simple canned responses to help with responding efficiently. You can access these canned responses via the chat bubble icon (located next to the emoji button) on the chat interface. These responses are meant to help reduce the time spent repetitively typing the same information during a chat session.