Website | https://chat.zoho.com/mpchat.do | http://www.digsby.com/ | http://libraryh3lp.com/ | http://www.questionpoint.org/ | http://springshare.com/libanswers/ |
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Pricing | Free | Free | population-based, starting at $180/yr 20,001 - 25,000 students:
$540 US annually; 25,001 - 30,000students: $600 US annually (Free
trial available) | Dependent on student population and package. (Participate in
reference co-op?) | Dependent on student population. (Waiting for quote.) |
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Embeddable | Yes Widget - similar to meebo | Yes Widget - similar to meebo | Yes Widget (includes "float over" and "pop out" options) | Yes Widget | Yes Widget |
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Multiple Users | Yes - Live Support Option | Each department/user would have to sign up for their own Digsby
account. | Yes (unlimited concurrent operators in all subscriptions) | Yes | Yes |
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Help Guides & Instructional Material | Live chat support | Getting Started guide and support forum.
http://wiki.digsby.com/doku.php?id=gettingstarted | Instructional videos and documentation. Guidelines for switching
from Meebo available:
http://docs.libraryh3lp.com/meebo-drop-in-replacement.html and
http://libraryh3lp.blogspot.ca/2012/06/libraryh3lp-demo-and-overview-for-meebo.html | QuestionPoint Librarian training:
http://www.questionpoint.org/education/index.html | Webinars, instructional documentation and online training offered. |
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Chat transcripts | Yes - Can be deleted | Yes - can be deleted | Yes - can be emailed to patron after chat - can be deleted | Yes - can be emailed to patron after chat - can be deleted | Yes - can be emailed to patron after chat - can be deleted |
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Privacy features | SSL; chat history can be purged | http://www.digsby.com/privacy.php Chat history can be deleted | Library can purge its own data independently; anonymize identifying
information; SSL encryption; no ads; no data mining | | Patron data securely stored in Springshare database; purge on
request; SMS numbers never displayed; "We will never sell,
distribute, or misuse patron information in any way" |
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Privacy (Both staff and public) | Staff may log on anonymously (i.e. "Ask a librarian"); Users are
asked to submit names or aliases. | Both staff and public can remain anonymous. | Both staff and public can remain anonymous. | Staff can remain anonymous. Library sets up how much information
users must share to chat with staff. | Both staff and public can remain anonymous. |
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Stats/report generation | No | No | Yes Extensive reporting tools available; stats also available via API. | Yes | Yes Extensive analytical tools. http://www.springshare.com/libanswers/features.html |
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File attachment | - can only send to registered Zoho users | No | Yes 20 meg max | - ? | No |
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Customizable appearance | Yes | No | Yes | Yes | Yes |
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Customizable notifications | - Simple status updates only; no pop-up notifications | Yes Status or offline updates | Yes Standard away message or hide widget when offline | Yes | Yes |
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Host (Canada or other?) | U.S. | U.S. | Servers in U.S., Canada, Europe, and Singapore | U.S. | U.S. Also includes a free custom domain of your choice (e.g.,
answers.school.edu, or reference.yourlib.org) |
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Networks supported | Google, Facebook, Yahoo, MSN, AIM, ICQ, MySpace, Jabber | Google, Facebook, Yahoo, MSN, AIM, ICQ, MySpace, Jabber | AIM, Yahoo!, MSN, Google Talk, ICQ, Facebook, XMPP/Jabber | None? | None: not based on Jabber protocol |
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Cross-platform | All major browsers | All major browsers | All major browsers | All major browsers | All major browsers |
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Transfer chats | No | No | Yes | - Concordia reported difficulty with chat transfers. | Yes |
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Other Libraries Using Platform | Easter Library
http://libguides.clearwater.edu/content.php?pid=265859&sid=2195022 | Nazareth http://www.naz.edu/library/ask-a-librarian | UWO: http://www.lib.uwo.ca/ ; University of Manitoba:
http://umanitoba.ca/libraries/ | Concordia: http://library.concordia.ca/help/questions/ ; Douglas
College http://library.douglas.bc.ca/library/formref.html | LibChat is not yet fully functional. They plan to have LibChat
functioning before Meebo is retired. |
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Trial | No | | Yes 90 days | | Yes |
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Notable Features | Different staff members can have their own Zoho account with their
name and share responsibility for taking chats. | | Extensive documentation on easy switch over from Meebo. | 24/7 Reference co-op (optional) | LibChat comes with LibAnswers. Library can create a FAQ section
using questions asked. |
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