FAQ and troubleshooting libraryh3lp

1. (Reference Only) Are we still recording Irma chats in the Google stats system? Yes, we are. But why? We want to see how much we are underreporting our statistics and we want to have something with which to directly compare our other stats.

2. What happens if there is a troubleshooting problem and libraryh3lp goes down? If you have any immediate questions during the day, you can contact someone on the chat team (Steve, Michael or myself). Otherwise check the libraryh3lp twitter page where they post relevant LibraryH3lp system updates and other maintenance issues: http://twitter.com/libraryh3lp You DO NOT need to be on twitter to see their updates, although you can follow them if you have an account, or you can add it to your news reader (like Google Reader or Bloglines).

3. (Reference Only) Who is supposed to be logged in at the desk, irmaminerva or myself? It depends. If it is an intern it will be Irma Minerva. If it is another desk staff, they have the choice of logging in as Irma Minerva or as themselves. Regardless, someone will ALWAYS be monitoring libraryh3lp from the desk. Please note that these are individual accounts, and only one person can be logged in as themselves at a time. For example, you cannot be logged in in your office and at the desk; only one person can be Irma Minerva at a time.

4. (Reference Only) If I log in as myself, won’t patrons see my name answering the chat instead of Irma Minerva? No. The students will only see the librarian named Irma Minerva

5. I am logged in but I still getting "pinged" whenever there is a question and I don't want to be. The system only "pings" people who are monitoring a chat queue. If you do not want to answer chats but would still like to be able to communicate internally, simply click on "Select Queues" at the top left hand side of the webchat screen. Unclick the queues you do not want to monitor, and click OK. If you wish to later monitor the chats, click on "Select Queues" again and select the queues you wish to monitor.

6. There isn’t any sound. Test to make sure your volume/speakers is on. If it is and you are still not getting any sound, try a new browser. Also, for those using Internet Explorer, you may need to update.

7. I don’t see any buddies showing up and I know people are online OR lots of people are online who I know are not. Make sure the Buddy "folder" is open on the webchat screen. Try logging in and out. If that doesn't work, please see someone in the chat team or your department administrator.

8. There is a buddy in another department that I know is online, but I don’t see them. Because of the hierarchical system within libraryh3lp, you may need to ADD a buddy if they are in another department. (See the plus sign in the Buddy List window.) A complete listing of Buddy names -- like a phone directory for libraryh3lp -- will be available shortly and routinely updated. Until then, please see your department administrator or someone in the chat team for help.

9. Who is my department administrator? For SCUA, see Jennifer Motszko. For Music Library, see Sarah Dorsey. For Administration, see Michael Reeder. For Reference, see Hannah, Michael or Steve. For Technical Services, see Stacey Krim. Other departments may be added later.

10. Someone’s computer is pinging and pinging and pinging. How can I make it stop? You’ll have to wait until they come back or you can turn their sound or computer off (I don’t suggest this. They might get mad.) Remember to ask them to log in the morning and log off at night.