|
|
LibraryH3lp
Current and planned features for this software.
Introduction
This is an overview of what we're doing with LibraryH3lp. I'm not a big fan of vaporware, so I've segregated the discussion into two parts: what exists in code, and what exists in my imagination.
Current
- Basic XMPP (Jabber) instant-messaging.
- WebChat.
- The Configurator: admin WYSIWYG editor for graphically customizing the appearance of chat widgets.
- The Servinator: admin tool for producing code supporting nearly any service configuration.
- Queues flexibly route your patrons to the most appropriate librarians.
- IM Gateways integrate AIM, MSN, Yahoo!, and Google Talk IM identities with queues. This makes staffing an IM service much easier.
- Transcripts: Admins can opt into storing transcripts for individual queues and can delete individual transcripts.
- Transfer: Operators can transfer chats (and IMs) to another operator or to a queue.
- JWchat, for monitoring a service without locally installed software.
- Designed to run on the Amazon elastic compute cloud.
Jabber IM is implemented.
WebChat has been released and offers a number of different implementation options and customization possibilities.
Routing and queues allow multiple librarian operators to receive incoming chats from one or more entry points, with only the first librarian to respond becoming connected (buddied) with the patron. Queues allow multiple entry points into the libraryh3lp system and can be assigned to one or more librarian operators, allowing flexibility in a library's staffing model. Rudimentary web-based administration of these is in place.
IM Gateways integrate AIM, MSN, Yahoo!, and Google Talk IM identities with queues so that librarians can monitor all IM and web chat traffic through their Jabber client using only one account.
The software has been engineered specifically to run on the cloud (for load and fault-tolerance) by being built around the distributed database system Mnesia. This feature has not yet been released for testing. As of mid-May 2008, our server load is about 1-2% capacity. We will likely migrate to the cloud when it reaches 25%.
Planned
- Migration to the the cloud for scalability.
- Enhanced clients for most convenient operator access to advanced features such as transfers. The first customizations will be made to JWchat (the web client that is already available) and Pidgin on the PC.
- Improved administration interface (enhanced ability to flexibly delete transcripts; basic transcript anonymization; basic statistics; real-time monitoring of activity on queues for admins).
- Jabber-to-Jabber gateway for further IM integration points.
- "Flood Control."
"Flood Control" will maintain a backlog of waiting patrons when all librarians are busy. It will be possible to specify the maximum number of simultaneous chats/IMs each operator can receive.
"Flood Control" and Pidgin-client customization to support easy transfers exist today in Pidgin4Lib, so I don't anticipate much hassle in porting them over to LibraryH3lp.
Web-based administration, already in place for basic queue and operator account management, will become more sophisticated. It will also allow reporting.
Getting Started
Our Table of Contents is a good place to start.
Sign in to add a comment
This is terrific work! I set up an account today, and am testing WebChat. It works much more smoothly than the MeeboMe? widget. Thank you.
My question is, is there a way to customize the WebChat so that you may brand it with the name of the library? Even if the username was included in the available message, that would be enough.
Thanks again. Jana Ronan, Smathers Libraries, University of Florida
Jana, thanks!
I just added a page to the wiki documenting the customization stuff: WebChatCustomization. Apologies - the info was on the blog but not the wiki until now.
This is a great widget, really easy to work with and customize. We were ready to launch MeeboMe?, but then we saw the UNC chat and quickly made the switch. We wanted easy integration with Pidgin and a custom message for 'unavailable' status. The flexible options offered in the PresenceApi are a big extra. I ended up using a 'not so easy' way to detect availability (the 'easy' way conflicted with existing jQuery on the page I think), then linking to a popup with an embedded widget. We're launching our libraryh3lp widget next Monday (http://www.usc.edu/libraries/services/ask_a_librarian/). Thanks for the great work and for sharing.
USC, thanks for the very kind words! We're really looking forward to seeing your page when you're online. Y'all did an incredible job using the PresenceApi; we're just delighted.
Pam, you have made my day. At USF, our biggest objection to switching from our chat software (RightNow?) to IM has always been IM's inability to support a multi-agent environment. I can't wait to hear the results of Routings and Queues test phase!
Thank you, Barbara Lewis, University of South Florida Libraries
We're interested in setting this up for UT. However, we'd like to also add a gateway for Google Talk. Is that possible? It appears that the UNC version ( http://www.lib.unc.edu/ask.html ) works w/ Google Talk.
Thanks! Matt Lisle
In case anyone is interested in the Google Talk question, there is now a thread (the first real thread! woohoo!) about it on the Google Group: http://groups.google.com/group/libraryh3lp
Short answer: UNC's still on Pidgin4Lib. We want a GTalk gateway in libraryh3lp, but it's actually trickier than the AIM, MSN, and Yahoo! gateways. It's on the list of things to develop.