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Proactive Chat and the Instant Invite Tool

Proactive Chat and the Instant Invite Tool. Proactive Chat and the Instant Invite Tool. Instant Invite focuses on an important element of your library’s resources and services: your online environment. Roving Reference – reach users in the moment of need

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Proactive Chat and the Instant Invite Tool

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  1. Proactive Chat and the Instant Invite Tool

  2. Proactive Chat and the Instant Invite Tool

  3. Instant Invite focuses on an important element of your library’s resources and services: your online environment. • Roving Reference – reach users in the moment of need • Simultaneous promotion of online resources/services and your library’s ability & willingness to help • Consider your own personal regard for proactive help • “Consumer mindset” • Employees available around the store aisles? • Link/invitation to chat live on a retail/consumer site?

  4. Instant Invite focuses on an important element of your library’s resources and services: your online environment. • Roving Reference – reach users in the moment of need • Simultaneous promotion of online resources/services and your library’s ability & willingness to help • Consider your own personal regard for proactive help • “Consumer mindset” • Employees available around the store aisles? • Link/invitation to chat live on a retail/consumer site?

  5. Statewide staff assist your users all the time! • Many local questions are answered at the statewide level (Hint: full KB entries help ) • “Unanswerable” still receive personal guidance/library contact information – this is still value-added assistance.

  6. Time on page: • User has been on the website, or the current page, for X seconds/minutes. • Invitation conditions: • •User has not previously declined any (or a specific rule’s) invitation. • •User has been offered any (or a specific rule’s) invitation X number of times. • •User has not been offered any (or a specific rule’s) invitation within X seconds/minutes.

  7. Current Location: •User visits the website for the first time •User abandons the website •User visits a certain number of pages •User visits a page with a specific URL a certain number of times •User assigned random number between 1 and 100 and falls within a certain range Past Location: •User came to page directly from another page with a specific URL •User has previously visited a page with a specific URL

  8. Decisions, decisions: • • IP Address (or falls within a certain IP range) • State/region/country code, city, and even internet speed! • •Cookies • - present/absent or specific value • •JavaScript • - text, number, or boolean • Form field selections (radio button, check box, or text field) • - text, number, or boolean

  9. Yes, we mean catalogs, too… Have Instant Invite appear if the user receives no search results. • Decisions, decisions: • • IP Address (or falls within a certain IP range) • State/region/country code, city, and even internet speed! • •Cookies • - present/absent or specific value • •JavaScript • - text, number, or boolean • Form field selections (radio button, check box, or text field) • - text, number, or boolean

  10. Example 1 Example 2 Example 3 Examples 4 & 5 (unlinked)

  11. http://askalibrarian.org/blog/instantinvite

  12. Contact us today to get Instant Invite started for your library system. Traci Avet, Virtual Reference Coordinator avett@tblc.org Doug Furiato, Web Developer/Programmer furiatd@tblc.org

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