How do librarians monitor the system for incoming chats?

Any XMPP (Jabber) client can be used to staff the service and answer chats. Clients are available for Windows, Mac, and Linux. There are also at least two web clients that do not require software installation. A few major clients are listed below.

Locally-installed clients

External clients require local software installation, but they are highly configurable for settings like new message alerts and automatic away status after idle time. They are more robust than web clients. They will often automatically reconnect your account after network disruptions. To transfer, send a file to a patron, or email a transcript, librarians need to follow the chat management link that comes in at the beginning of each chat, and then sign onto the LibraryH3lp website separately.

• Pidgin works well on the PC and Linux.
  We have a custom LibraryH3lp plugin for the windows version of Pidgin that provides in-line transcripts for the recipients of transfers, automatic buddy authorization, and repeats alert noise until chat is answered. Detailed Pidgin configuration information
• Digsby works well on the PC, but as of May 2010, it will not automatically set a user's status to away based on idle time (away status must be set manually). Mac and Linux versions are under development.
  
• Adium works well on the Mac.
  Adium configuration: File-->Add Account-->Jabber; use your full LibraryH3lp address for the account name (name@libraryh3lp.com). In Options, you want to set Presence Subscriptions to Accept and Add to List, and you want to provide a group for the "...add to list in group" option.
• Psi works well on the Mac, PC, and Linux. Detailed Psi configuration information

Web clients

Web clients are convenient since they do not require software installation, but they are not as flexible as external clients. Web clients cannot access the operating system the same way than an external client can. New message alerting relies heavily on working sound since the chat tab or window can be hidden behind other applications. It is not possible for a web client to reliably produce pop-up windows that will leap to the front of other applications when a new message arrives. Web clients are especially helpful for staffing a service from an unusual location or in situations where software cannot be installed.

• The LibraryH3lp librarians' webchat client integrates tightly with LibraryH3lp's special features. It conveniently places transfer, send file, and e-mail transcript features in the chat window. It also displays the patron's IP address, referring URL, and any optional queue avatars. Please test it thoroughly in your network environment before committing to it, and be sure to read about things that will cause it to have problems.
• Meebo.com. To sign in using Meebo.com on the web or through its Firefox plugin, click the light bulb icon to use their Jabber login. Sign in as username@libraryh3lp.com.
• Please note: the LibraryH3lp admin site is NOT a Jabber client. It is for management: creating queues and users, desiging widgets, reading transcripts, and running reports. The admin site cannot be used to answer chats; signing into the admin site will not bring a service online.

Available, Away, and Do Not Disturb (Busy) statuses

XMPP clients allow users to set various presence statuses, which are used in the routing of chats to librarians. Available status is required for a librarian to receive a new chat from a queue.

Away and Do Not Disturb (Busy) statuses can be very helpful if a librarian already has all the chats they can handle, or if they are trying to wrap up a shift without taking on any new chats.

• Do Not Disturb (Busy) allows a librarian to continue with active chats but not receive new chats.
• Away status re-routes active chats to other librarians with Available status on the queue.

Think of it this way: use Away if you are going away from your desk to go to lunch, take a break, etc... Use Do Not Disturb/Busy if you are busy with your current chats and don't want to receive any new ones.

Whatever client you choose...

Client setup is one of the most important parts of bringing up a service. If one or more users assigned to a queue have Available status, the queue is online. Users with Away or Do Not Disturb/Busy status will not bring a queue online.

Examples: a queue with five away users and one available user is online. A queue with five away users and zero available users is offline.

Thus, it is very important to investigate client settings such as inactivity or idle times creating away status. Also check and be sure your librarians are familiar with signing in and out of their account, especially steps that involve Exiting the client. Many Jabber clients will hide in the system tray if the user closes the main application window, and this could result in your service falsely appearing available to your patrons.

Returning patrons and client "gone" notifications

Advanced topic: "Gone" notifications sent by some clients interact with the routing of messages from returning patrons who chatted less than two hours ago.