CSU 24/7 REFERENCE VIDEO CONFERENCE

November 25, 2003, 1 – 3 p.m.

Minutes

Bolded sections indicate questions/issues.

Highlighted sections indicate action items.

The CSU Live/Web Reference Task Force hosted a video conference for CSU 24/7 Reference participants and those who are thinking of participating. The following CSU campuses serves as video conference sites: Bakersfield, Chancellor’s Office (CSU Long Beach and 24/7 participants were also present at the CO) Channel Island, Chico, Fresno, Fullerton (Pomona participants were at Fullerton), Hayward including Hayward’s Contra Costa County/Concord Campus, Humboldt, Los Angeles, Monterey Bay, Northridge, Sacramento, San Bernardino, San Diego, San Francisco, San Jose, San Luis Obispo, San Marcos, and Stanislaus. Introductions and acknowledgements were made.

Report on status of CSU 24/7 Reference Service

The conference began with a PowerPoint presentation by Kathleen Dunn, Task Force Chair, on the current status of CSU’s 24/7 Reference Service. The task force has set up a list serve for CSU participants through which we can share information, and also an Intranet site with all necessary links for participants, http://www-rohan.sdsu.edu/~mstover/csu-24-7-links.html. Please see the attachment for her full report.

Report from 24/7 Reference

Carol Bonnefil informed the group that a new server would be installed tomorrow morning, November 26th. There will be no functional differences for librarians or patrons. She expects an improved level of service with the major difference being fewer blank screens on the librarian's side during co-browsing. The error messages concerning Java will be gone. Java will still be an impediment on the librarian's side; so she suggested they disable Java Sun. The name of the new server is REF 12. Librarians will continue to log in as before. The new server will automatically direct you to REF 12. She wants to make sure people are able to log in tomorrow.

Responses to Question Submitted

Participants had the opportunity to submit questions ahead of time. They were categorized and submitted to Carol Bonnefil and Susan McGlamery prior to the video conference. While there is some repetition in the questions and responses, we have decided to include everything in these minutes.

Questions regarding the 24/7 Reference Policy Pages

1. Change acronyms to real names in all documentation.

Susan explained that in the beginning they used whatever name each school gave them. The acronym is listed with the actual school name in parentheses on the policy page. The acronyms are used because the software can read only a limited number of characters. The question came from Cal Poly Pomona because they found it difficult to find out to which libraries the acronyms referred. They would prefer to have the name. Susan explained that users do not need to know the acronyms; they need only click on the library link. She advised them to email Victor, the person who maintains the policy pages, at victor@247ref.org, with changes.

2. Policies of other libraries that open up should have viewable URLs that can be cut and pasted.

Steve, from CSU Hayward, clarified that the question referred to the difficulty in copying and pasting a clickable link. He would like to have the URL listed in text as well as the link. Susan believes that this would be easy to do and she will talk to Victor about it.

3. Can the window that displays the policy pages have an address line where you can copy a URL for pasting? As it is now, you have to select the link, view it to see if it is what you want to send to the patron, and then go back to the policy page to copy it.

Susan suggested that each library could add a text paragraph explaining what that link will contain, so librarians using that link do not have to click on it. CSU Chico added that they cannot see the address bar, so cannot cut and paste it. The window comes up with no address. Susan was not aware that the address could not be seen. She will have a programmer check on the issue. She suggested that while in page, right click on page and look under properties. The URL should be listed.

4. Could we spend a little time discussing use of the clickable policy pages. Though I have tried to use them, I have found the format that they are in (framed) makes it difficult to paste and send pages to a patron. I have also noticed that the policy pages usually refer me to a consortium, i.e. BLC, which the patron has no knowledge of; in other words, I still have to ask him/her the name of their local campus. Thanks. This question came from Steve from Hayward.

Policy pages pop up in a separate window. The web page is not a framed page. What you are seeing might be a table that separates the web page and the policy page. It is possible that the link is being copied incorrectly. Susan thinks having the text link will solve this problem. As to the consortia, she feels it is a good idea for the libraries to have a link that describes what that consortia is. A small notation or explanation could be added so it is easier to determine what is involved.

5. Why do I get questions from students at colleges/universities whose profiles do not show up on the information page? That is, I cannot find a link from 24/7 to their library's web page. This happened with a place called Gulf Coast Community College, and a "Chaffee College". In both cases, I had to Google the site, which takes extra time.

This problem used to happen more often. The MCLS 24/7 home page address is www.247ref.org. It contains a link to public library service where people can ask questions. There are a few other public sites, Q&A Cafe, for instance. Gulf Coast is part of the MELO group. The link should take the patron to MELO. The link is not to an individual library but to the consortia group. Susan also found the Chaffee College example interesting. She is not sure how they came into the service unless they stumbled upon in at a library. The policy page link will give you an idea about what library the patron came from. If they are not a student from one of the 24/7 academic institutions, refer them back to their own library reference desk.

Database Issues

1. Why does 24/7 not work with the WebSpirs interface?

Susan said this relates to database issues. The problem could be caused by EZ Proxy or the gateway. There are many problems that can occur. She urged everyone to test all databases through the software in test session. Advise her of any problems by email. Give the URL and authentication so they can go through the proxy server. Also, inform them of the on-campus person they should contact. 24/7 can try to fix the problem at their end or recommend adjustments at the library's end. Carol usually gets these questions and passes them along to the programmers. Sometimes they have to send the issue to the vendor. If you have not gotten an answer from 24/7, remind them. The database issue is very complicated.

2. Not all database functions work in co-browse. As an example, in Chicano Database, the "check all function" was selected by the user and worked but did not show on the librarian's screen. What can be done to solve this problem?

Susan asked to be informed of the specifics of the problem.

3. There is concern about lowering security levels with the 24/7 set-up and the resultant problems with workstation security.

When browser settings are changed, the levels of warnings received are also changed. If browser settings are not set as recommended, you will get more warnings. Johanna (CSUB) asked if there are criteria she can give to the campus system people. Susan suggested contacting her with the specifics of the problem.

4. The pull down menus or mouse over items on SLO's web site at http://www.lib.calpoly.edu/ were not compatible with 24/7 software.

They weren't even accessible.

This often happens when there are Java scripted menus on the client side. Johanna clarified that it could not be seen on the librarian side. Carol asked that information about this problem be sent to her so she can review it with the programmers.

5. Please clarify issues regarding printing from various databases.

Librarians should open a second window and send a screen shot to the student to show them what it looks like. Northridge asked about printing from an email link. These must be persistent links. Some links expire when the session ends. It is better to send the patron a screen shot and describe what you are doing in chat.

CSU Queue Monitoring

1. One of our librarians observed that two CSU librarians were

monitoring the CSU queue, and when a patron arrived this patron was picked up by an MCLS librarian before the CSU librarians were able to get the patron. Why did this happen?

2. Is there a way to send the patrons from a specific library directly to librarians from that library (if those librarians are online at the time), and CSU patrons directly to CSU librarians (if a CSU librarian is monitoring the queue)?

3. Is there a way that we can have priority on questions that come from other CSU and California libraries?

Susan understands that CSU librarians online would like to get their own CSU students and it is frustrating when other institutions pick them up. This is due to technical limitations. There is no way for you to check the available box for one queue and not others; it is basically all or nothing. Different computers have different speeds, and some networks are faster than others. The after-hours librarians are instructed to wait 20 rings before they pick up because they have the unfair advantage of speed. Susan gave some suggestions: consider moving to a time when there is less staffing, such as weekends or late in the day. She also suggested using the Instant Messaging (IM) Chat client. Chat is a separate channel you can use to communicate with all online librarians. You can send an IM chat message to another librarian letting them know you are available to assist users, that you can take over for them, or ask them to transfer a student to you. It will provide better service and give you more practice. She strongly encouraged all to use IM to even out workloads.

Susan advised not to use live service for practice, but use the queue set up for practice. When monitoring, make sure you monitor everything during global time. Make sure you have not selected the CSU practice queue. Checking the available box will give you better odds at getting a patron. Some people experience freezing when the available box is checked. If this happens, do not use it. Also, if you have the available box checked, you can get multiple patrons. However, if it is checked you will eventually get someone. Remember to uncheck it so you do not get too many people. Wait until the first user is actually on the system and then uncheck the available box.

San Diego wanted confirmation about transferring patrons. Somebody was starting to answer a question and asked if they could transfer to him. Susan was glad to hear that the after-hours librarians were checking the available view and transferred the patron to San Diego. They are instructed to do so.

Picking up Questions

1. Should we use the available button? It seems like if we don't use it, we don't get very many (if any) patrons when there are other librarians from other libraries monitoring the queue.

2. Why are some librarians getting more questions than others?

(Some librarians are getting very few if any questions). Is it possible that the librarians with faster machines or with closer proximity to the network hub will be able to "grab" patrons more quickly than other librarians will?

3. One of our librarians hears the ringing of the patron but is almost never able to "grab" the patron before someone else does. Why is that?

4. When monitoring we frequently see a question come into the queue, but other librarians pick it up before we can get it. Is there a "trick" to picking up questions before other librarians?

It is possible to see where the person is coming from before picking them up. In standard inbox you can see this. If it is a CSU patron, click get customer, and the patron will go to the first person in line. There used to be a waiting room where librarians could choose patrons. The waiting room was abandoned for several reasons. One was that sometimes people from unpopular places would wait forever. 24/7 is trying to work with the software manufacturer to see if they can provide some method to assist in this.

Software/Technical questions

Carol asked that librarians email her directly if they have more questions.

1. Why are we not getting the users own home page when we pick them up?

This relates to the category from which the question came. Some are grouped in the CSU collective, others originally had individual names. The collective cannot see the individual web page. 24/7 has been able to rewrite the link from the user’s side to have the patron’s own homepage. Contact Carol at carol@247ref.org for the new site.

2. When the patron doesn't respond, does the system time-out the patron after a certain period of time, or do we have to log them out?

The system will close any session after four hours if the librarian does not close out correctly. They try to train librarians to use exit and close properly to be sure the transcript is sent in a timely manner. After four hours, the system will close out and the patron will be timed out.

3. Sarah is having some problems with non-displaying pages.

Carol needs more information on this. If the problem happens every time, there is probably an incorrect setting on the individual's computer. If it's intermittent, there might be a problem with the web page or the patron's computer. The question came from Chico and happens on some pages and not on others. When the problem occurs next, if Carol is on IM, email her immediately.

4. Why, when I do not click the "available" box, do I get more than one customer at a time? When this happens, I seem to be unable to straighten out my responses so they go to the right customer--customer A gets customer B's responses, which is very confusing for everyone!

Carol remarked that she has done a lot of training sessions, but has never had this situation. Maybe the “get customer” was clicked. The second part of the question relates to the gray stripe (active patron) and white stripe. You can click on a stripe to make the patron active so you can help them. If you do get two patrons but don’t want both, check to see if you can give one patron to another librarian or an MCLS librarian.

5. Once we are in the express inbox, can we add more libraries to the monitoring queue without logging out?

Librarians can use the reselect button to change queues. This cannot be done with a live patron.

6. We've had some problems when trying to co-browse with patrons. (Mostly the patron doesn't see what we try to show them).

There can be a lot of reasons for this problem. If the patron doesn’t see it, the biggest reason is a cache problem. The best thing to do is to ask them what type of browser they are using or look this up in their information. Once they have cleared up some RAM, they should be able to co-browse. The patron might be using a non-standard browser such as web TV or AOL. Librarians can use “send page,” in upper left of console. Clicking the escort button automates page sending. If you continue to experience this problem, please contact Carol.

7. Should we use standard Inbox or express inbox?

Express is recommended, because it can handle multiple patrons. If a librarian is pushing pages, it is faster than co-browse. If you want to handle one patron at a time, use standard. Some people experience freezing with express inbox, so they should try standard.

8. Could we have a SEND button on the Web page tab of the Console screen, like there is in the Express screen?

The software is not designed to have this, but Carol can ask programmers to add it. The more common request is to eliminate the send button on express.

9. Why does the "red arrow function" work intermittently on the same workstation in the same session (and the cursor is placed on a link)?

The red arrow can only attach itself to hard coded HTML. It cannot work on Java scripted menus or Java areas on a web page. If results display in Java, the red arrow will not work. Shayne from Bakersfield clarified that the problem occurred in the same page on the same workstation. Johanna concurred that it was the same link on the same page during the same session. Carol has never heard of this problem before and will refer it to programming and have them find out what happened. She asked if they could recall what page it was. Shayne replied that it was a hyperlink on the CSUB home page.

10. When the user has a Mac, what do you consider the best mode --standard or express?

Carol does not feel there is any difference in service level with standard or express with Mac. Librarians can still escort them. She suggested clicking on links rather than pushing pages and use console mode from express. Johanna suggested more practice experience working with Mac users. Carol agreed that more practice would help.

11. Is there a way to solve the problem of using multiple consoles, having the active window go to the front, and ending up typing something but to the wrong user?

There is no way to prevent windows from popping in front of each other. Carol is receiving more requests for more popping to the front. She recommended not using multiple co-browsing.

12. Please clarify the issue of new windows spawning and causing the librarian/user to be working in different windows. What is occurring and is there a way to change this?

Some databases spawn new windows and some do not. MCLS cannot control this. The software will not crash the patron anymore. Spawned windows can be closed and will close on the patron's side. Inform the patron that the window is coming and they need to move it over.

13. When you have technical difficulties or have logged out improperly, what is the best number to call (rather than using Instant Messaging)?

Carol prefers librarians to use IM. If Carol is not appearing, Ingrid’s name should be there and she should be contacted. Call 310-391-7444, 877-247-7331, or 310-397-2999. If she is not on IM, chances are she is not in her office.

The contact information is in the collaborative policy manual and on the home page, www.247ref.org.

14. Is there any way to mitigate the problem of the librarian and user typing over each other and deleting when in escort mode (other than pausing the user)?

No, there is no way to stop this. The librarian can ask the patron not to type in boxes when you are trying to show them something; and ask them not to click on links. Shayne, from CSU Bakersfield, said there are some instances where you want to chat and type something, but the system takes you back up and puts you into the form. Carol will ask programming if something can be done.

15. What is the problem with Java versions? There is no mention in login instructions to users about the Java versions. When one patron enabled Java, it still did not work. Here is one of the error messages recd: ...browsing is not supported by Java version.

This message just recently started to crop up when they moved to the interim server. The new server will not display this message. This began happening during the last two weeks and should be fixed by the new server. Java sun is not an impediment on the patron side but is still an impediment on the librarian side.

16. Occasionally, the List of Librarians Online page will show that a librarian is having a current session with more than one patron. In one case, a librarian was apparently helping 6 patrons at one time. Does this really happen or was this a software anomaly?

This actually does happen. The software will let a librarian take up to six patrons, if you click, or don’t unclick available. Some librarians handle this many patrons at a time. There used to be a limit, but some libraries complained, so they had to disable that limitation. The software will not be able to restrict you from getting a patron.

17. A librarian logged on as usual, heard the bell ring a couple of times, tried to get the incoming user but was beaten to the queue by another library, and every once in a while he would "refresh" the list of librarians page to see who was on. About 45 minutes into the hour, he was surprised to discover that he was no longer on the list, even though (according to the little "face" icon) he was still logged on to the system. He logged out, but then for the next 15 minutes he was unable to log back in. Why did this happen?

Carol needs to know to whom this happened and what type of message was received when they tried to log in. The problem might have been that the server was too busy or it might have been restarting at that moment. Carol said that the list shows when you have left a session. The software is not designed to hold on to a name longer than two minutes. If this happens again, contact us right away. For that message to appear for 15 minutes is wrong. Carol recommended checking to see if you already have express inbox open. She has seen this happen in training.

18. Sometimes the patron asks a question and the librarian answers, but then for some reason the patron never sees the librarian's answer. We get a number of questions that we answer but then never hear from the patron, and it's hard to say whether (a) the patron just walked away, or (b) the patron is waiting patiently but never sees the librarian's response, due to some technological malfunction.

Carol said that they have been learning over the last several months that firewalls are causing this problem. The issue is further exacerbated by viruses and the installation of more security. They are working with developers to get a work-around. Norton is the worst offender. They are working on adding a specific automatic message that the patron could see if they do not get a message from the librarian in five minutes. Let them know if you would like this automatic message. Shayne commented that people will not want to turn off their firewalls. Carol agreed and said there was nothing they could do about that. If a patron is using a firewall they will not be able to see chat. Libraries may want to have some instructive language about this firewall problem. She asked them to email questions.

19. What can be done about the following two error messages?

A. File too large to fetch. (When downloading)

Carol presumes this appeared when librarians were trying to use sharing and sending documents. Johanna said the problem occurred while using JSTOR and Academic Search Elite in co-browse. Carol said there is a file size limitation. She will get the size limitation information and send it by email. She will investigate raising the ceiling if it is too low. The problem is also caused by multiple librarians trying to send large files.

B. Bad Request (I believe this error message is intermittent and does not appear from the same link consistently.) The page you are looking for might have been removed, had its name changed, or is temporarily unavailable.

Please try the following:

*If you typed the page address in the Address bar, make sure

that it is spelled correctly,

*Click the back button to try another link. Back

eGPS 400 - Bad Request

eGain Proxy Server

These messages are seen when the URL is incorrect. Johanna, from CSUB, was thinking that perhaps the URL link is not the actual URL. She has had this happen in a few cases. Carol is aware of the URL errors in the policy pages. A message that the link is bad, mistyped or changed should appear. She would be more worried if an error message was not displayed. This might be something for the programmers to research.

November 25, 2003, 1 – 3 p.m.

Minutes

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