IM vs Commercial Chat Pam Sessoms UNCChapel Hill

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IM vs Commercial ChatPam SessomsUNC-Chapel Hill
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Commercial VR Products

• Can be geared towards e-commerce (HumanClick,
  LivePerson)
• Targeted at Libraries Tutor.com, QuestionPoint,
  Docutek.
• Provide web-based chat. Co-browsing is an
  advanced feature often publicized.

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Adding IM to an Existing Chat ServiceWhat
Happens??
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Adding IM to an Existing Chat ServiceWhat
Happens??
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Adding IM to an Existing Chat ServiceWhat
Happens??
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Commercial VR vs. IM

• Commercial VR
• Pros
• Keeps statistics automatically will generate
  reports
• No software to configure (sometimes)
• Alerts until patron is picked up (some vendors)
• One public identity to multiple staff identities
  is transparent
• Patrons do not need to register with commercial
  entity
• Cobrowsing possible with some vendors and browsers

• Instant Messaging
• Pros
• Installed user base
• Familiar to users
• Encourages repeat use via buddy list
• Perceived as friendly and informal
• Easy, easy, easy to use
• Stable.

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Commercial VR vs. IM
Commercial VR vs. IM

• Commercial VR
• Cons
• Can be unstable advanced features may not work
  reliably.
• Not as intuitive to users not already familiar
  with VR.
• Librarian-side browser configuration can be
  problematic.
• Repeat users must make an effort to visit the
  service.

• Instant Messaging
• Cons
• Shift change can be complex in some staffing
  models.
• Stats/Reports not automatic
• Perceived as non-professional or silly by some
  librarians
• Sound alerts do not repeat automatically.
• Spam/virii/bots (training!)
• Patrons must register with commercial entity (ex,
  AOL)

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Tutor.com (new) Librarian
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Tutor.com (new) Patron
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QuestionPoint Librarian
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QuestionPoint Patron
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Docutek Librarian
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Docutek Patron
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IM (Trillian client)
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NCknows, shameless plug

• Web-based chat based on Questionpoint software
• State-wide pilot project
• Provides service 24/7 NC librarians by day, QP
  librarians by night
• Good way to get after-hours coverage
• You do not need to supply staff or money to get
  coverage!!!
• You provide profile info needed by other
  librarians so they can help your patrons.
• You may get your own patrons follow-up and
  referral questions via e-mail