Now we move on to live chat. Again the patron
starts by clicking on the appropriate link on your library web site. They will get
a web page similar to this one.
For chat the system asks for both a name and an email address. The name acts only
as a "handle". Patrons can use any name or word they choose. A transcript
of the chat session is sent to the email address afterwards. It needs to be a valid
email address format. When they click on the "Chat" button they are welcomed.
Patrons enter the Chat Queue, to chat with the librarian, by clicking the "Enter
Chat Queue" button.
Now the librarian greets the patron and they can ask their question. Major notice,
the QP system scrolls new chat entries from the top on the chat window. This is the
opposite of many other chat systems.
The librarian answers the question. Note the librarian and patron chat entries are
in different colors. Also note the addition of a link to additional information.
Librarians can add active links to chat by using the http:// format. Clicking on
links in chat opens a new browser window with that web site.
Patrons may need to be guided in accessing that new browser window. For example in
Windows they can click on the appropriate button in the Start Bar at the bottom of
their display.
When finished the patron can "Close Window".
Immediately after they are send a transcript of the session via email.
