"Click Here for LiveHelp"

You may have noticed a new blue button on Lauinger Library web pages inviting you to "Click here for LiveHelp." The LiveHelp service, launched in November, uses interactive "real-time" chat technology to reach out to patrons whereever they are--not only when they are in the library, or near a telephone. This means that students, staff, faculty and Library Associates who are using the extensive resources available through the Library's web site from a campus lab, dormitory, or off-campus residence no longer have to stop their research to call one of the Reference Desks or come into the Library when they have a question.

During LiveHelp service hours (2:00pm-8:30 p.m. Monday through Thursday, and 2:00 p.m.-4:30 p.m. Friday), Library staff provide assistance with questions regarding the online catalog, GEORGE; selecting and searching appropriate databases; general information about the Library and the services offered; and strategies for effective Internet searches. In addition to communicating through a text-based "chat" screen, Library staff also can "push" web pages directly out to the patrons' computer screens, in effect showing each step of the search process.

With an average of 84 questions per month, including the Christmas break, LiveHelp is off to a running start, but we are still looking for ways to improve the service. After each LiveHelp session is completed, a short, five-question survey appears on the patron's screen requesting feedback. We are especially interested in determining our users' preferences for expanded service hours, which may eventually lead to a partnership with a library in a different time zone using similar technologies to offer extended service.