LibraryH3lp - A communication gateway for Instant Messaging

There are commercial applications for inter-office communication, such as Bitwise IM, which provides a host of cool tools, but doesn't really solve the issue of communicating directly with our customers outside of our own networks. Then there's Openfire (formerly known as Wildfire, and I think formerly known as SparkServer), which is an Open Source Jabber server under a commercial entity (paid for support). Unfortunately, although this is a great solution with many, many awesome tools and features, in order to get the "chat transfer" capability that would make or break a decision in using this product, one would have to up the ante and get the enterprise version. (Update: It's been quite some time since I really took a look at Openfire - it seems that the majority of Enterprise is being ported to the open source version, this feature may now be part of the open source version, but I have yet to find it on quick glance). There is a server plugin to allow for gateway communication to other protocols as well, and a multitude of other plugins and modules. A client and web-client is also available. However, trying to get all of this working may be a huge undertaking, and also requires hardware.

Meebo, an online web-based application that began its life as a way for people to sign in to all of their multiple IM protocol accounts at once, eventually created a way for their users to talk to one another (specifically with a Meebo.com account) from one protocol to another. As it was web-based, they also had a web widget. Many institutions flocked to this service solution. It too had its flaws. If one person logged on with the same account in two places, errors were thrown. No way to transfer conversations. Connection issues. Meebo server overload or downtimes. It was close, but it just wasn't quite right.

Now, recently I quickly read a blurb about LibraryH3lp, an application written specifically with Libraries in mind - but that doesn't mean it's any less powerful for other uses; granted I don't know if they'd be permissible or not. LibraryH3lp is a hosted service, so no server hardware is required. Staff would be required to have a computer of their own at whatever service desk they are at, and some client IM software installed (currently I believe there are 3 different applications supported, so take your pick). As it is fully hosted, one would need a way to administer the accounts, and there is a web-based environment for doing so, but don't expect it to be some flimsy "Add/Modify/Delete User" option and that's it...oh no, there are a TON of options. The user interface is somewhat lacking, but it does get the job done. If you don't like it, write a Grease Monkey script, or submit a redesign/refresh for the programmers running it. LibraryH3lp supports, to name a few:

• Conversation transfers and forwarding (yay)
• Conversation control takeover (in case someone goes "MIA" from a desk)
• Conversation Queues (in case there are not enough staff to handle the incoming volume)
• Advanced Web-based communication options
• Multiple IM protocols
• Multiple IM software options already freely available and widely used
• a fully hosted solution
• Web Administration control panel for chat administrators/managers

From my short jaunt through their documentation, some video I found, and their PowerPoint file, I'm no expert. To get a feel for this application, if it piques your interest, take a look at their Google Code page, or more specifically at their PowerPoint file that tries to explain its purpose, why it was created, and how it works. Some explanation is missing from the powerpoint as it was meant as a presentation aide, not a description of the project on its own, but it does a decent job.

The Code4Lib Journal, an online library technology journal for library staff by librarian staff, also discusses LibraryH3lp in the 4th Issue. I haven't had a chance yet to read this over, but you may wish to read this before the powerpoint (looks like it's the words that I was missing from the pictures - and it has some pictures too). This article was written by the two people primarily responsible for the creation of LibraryH3lp (from what I understand).


Wow! Is all this free?!
I know, and many other people that work in libraries know, that library funding, although seemingly large (in some areas), still is never enough. We all have funding issues and want to find ways to cut back. As of right now, the hosting costs for this service is $1.00 (US?) per month. I'd be willing to pay $3 to try it out, and if it worked and we liked it, and it was a good fit, $20 wouldn't seem unreasonable...but $1.00? Wow! Check it out!