LibraryH3lp Blog

Smartphones are rarely beyond an arm's reach these days and frequently in-hand. Though living in the US National Radio Quiet Zone has made me the exception, even I carry a smartphone away from home. There's an app for everything and a browser available when an app isn't. So patrons all but expect the library to be available at the touch of a finger. How do you provide virtual reference services for patrons on the go? Are you doing enough?

There are 3 key areas for mobile - texting, apps, and browsers. Provide service in all three areas and you'll maximize your virtual reference coverage.

Text messaging

Can patrons text their reference questions to your library? Text messaging is a huge part of mobile and also a big contributor to the well-toned thumb muscles of our youth today. Texting can, in a few finger strokes, do for patrons what it may take several clicks (read: tens of seconds) to do on a website. Integrate texting with your reference desk's voice number to maximize your availability in a patron's contact list.

LibraryH3lp's SMS add-on will make you look like a text messaging superstar. Incoming text messages appear just like any other chat and can be transferred between librarians. Voice calls are forwarded to your reference desk and after-hours texts are automatically delivered when you are next online. And as an extra bonus, it integrates nicely with Google Voice SMS.

Include real-time chat in your library app

Like texting, chat inside apps provide a handy way to exchange messages in just a few touch strokes. Maybe your library has a custom app created with a platform like Boopsie for Libraries? LibraryH3lp is Boopsie-compatible and our mobile-optimized chat widgets can be inserted anywhere you can place HTML. Speaking of mobile widgets... Let's talk browsers.

Chat & self services for mobile browsers

But don't stop with chat. Complement your interactive services with self services like a knowledge base/FAQ. With FAQs, help is always available even after hours. Each LibraryH3lp subscription includes unlimited individual FAQs and questions and comes preloaded with a built-in mobile-specific interface for smart phones. (See it in action with our FAQ.)

So let patrons choose their favorite mobile tool. With LibraryH3lp, you'll be ready and waiting whether it be texting, apps, or browser. Contact us at support@libraryh3lp.com if you need any help configuring your mobile services or are interested in a no risk trial of our SMS add-on.

We've got fantastic news for Canadian libraries using LibraryH3lp or My Customer Cloud! Twilio just approved us for their Canada SMS Beta service. This means that we are now able to offer Canadian phone numbers as part of our Twilio SMS gateway.

• the desired area code/city/province
• the queue on which to install the gateway
• your library's top-level admin name.
• (optional) a number to forward regular voice calls to (usually reference or circulation desk number)