RefChatter™
RefChatter™ is Web-based software for chatting with patrons who use common Instant Messaging options or a widget to contact your library. Using this single tool, one or more staff members can monitor multiple queues, and can maintain multiple, concurrent online reference sessions.
And as a part of the Altarama Integrated Reference Services (AIRST) family of products, RefChatter gives libraries great statistics, access to transcripts, and the option to integrate with other powerful reference management tools.
Almost since the advent of online reference services using commercial chat software, libraries have been trying to find ways to use IM to reach out to the large and growing portion of library users for whom IM is part of their daily routine.
The challenge, so familiar to librarians seeking to adapt software created for other markets, has been making the one-to-one nature of IM somehow work in the context of libraries. Staffing realities, the need for statistics, and even IT policies that frown on IM, have been barriers to success in these efforts.
RefChatter represents the breakthrough that many libraries have been waiting for! Created, delivered, and supported specifically for libraries by librarians and library automation experts, RefChatter is an affordable Web-based solution for reaching a critical part of your user community in a mode with which they are already familiar. As a hosted tool, you can use RefChatter with whatever range of IM networks you need, without ever involving your IT department.The service is simple to use, highly effective, and can be implemented by any library anywhere in the world where SMS (mobile/cell phone Short Message Service) services are available.
You should take a close look at RefChatter if:
- If you offer online reference using a single Instant Messaging network (e.g. MSN© , AIM©, etc.) and wish you could support more networks
- If you offer online reference using several separate IM clients, and wish that doing so weren't so hard on your staff
- If you offer online reference using a tool like Meebo©, and find that being limited to a single librarian/operator is problematic, especially during high-volume periods
- If you offer online reference using IM in any form and wish you could capture and report good statistics
- If your online reference service creates great transcripts, but they either aren't kept or you can't get at them
- If your institution's IT policy prohibits use of IM client software on your workstations
- If you presently have an online reference system such as QuestionPointT or VRLplusT, and would like to add an online reference service via IM in some manageable, integrated way
- If you are thinking about starting an online reference service, but the first step has to have a low cost-of-entry.
Why RefChatter may be the reference tool you've been waiting for:
- Patrons can use the Instant Messaging tools and features they are already familiar with, including AIM®, MSN®, YAHOO®, ICQ®, QQ®, and MEEBO-ME®
- Patrons without an IM client have equal access through a customizable IM-like widget you can place anywhere in your library Web pages
- Access points (IM and widget) can be organized into queues and staff allocated to the queues according to their ability to handle the types of questions arriving in any queue
- Librarians need only a standard Web browser (IE®, FIREFOX®, OPERA® and SAFARI® are supported) to monitor multiple intake points and work with multiple patrons simultaneously
- Any number of librarians can use RefChatter at the same time, ensuring that any volume of sessions can be handled-ideal for consortia
- As a hosted, Web-based solution, no IT resources are required for implementation or ongoing support
- Implementation, training, and support are provided by Altarama, the industry-leader in reference management solutions
Progress Through Partnerships
The underlying technology that makes RefChatter possible is a combination of open-source software components and excellent development by the LibraryH3lp creative team. Bundled with Altarama's implementation, training, and customer support, this powerful and proven tool is now available for libraries seeking a purpose-built, fully supported solution.
And as part of AIRS, the Altarama Integrated Reference Services family of products and services, RefChatter can be integrated with RefTracker, VRLplus, SMSreference, DeskStats, RefStaffing*, and RefScheduler*.
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