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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple style='tab-interval:.5in'><div class=WordSection1><p class=MsoNormal>Please redistribute as necessary.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I’d like to send out a quick reminder that, when you finish your shift, you should make sure to close out using the “Logout” link at the upper right of the chat window (instead of just closing the window using the “X”).<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If you don’t close out properly, this may cause your account to remain logged into the queue for as much as two hours.<span style='mso-spacerun:yes'> </span>As long as other Illinois librarians are covering the queue, that has minimal impact, but if your “phantom” account is still logged in when everyone else is logged off (e.g., after-hours), it can have a couple of negative effects for patrons.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-bidi-font-family:Calibri'><span style='mso-list:Ignore'>1)<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]>For libraries using the traditional chat form, it will mean that patrons will need to wait 40 seconds before they’re seen by librarians staffing the 24/7 backup service (which would be instantaneous if no phantoms were logged in).<span style='mso-spacerun:yes'> </span>Add any additional delay they might encounter there, and it’s possible to lose some patrons who don’t care to wait.<br style='mso-special-character:line-break'><![if !supportLineBreakNewLine]><br style='mso-special-character:line-break'><![endif]><o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-bidi-font-family:Calibri'><span style='mso-list:Ignore'>2)<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]>For libraries using the qwidget chat widget, having a “phantom” librarian logged in in the IL queue will keep the <span class=SpellE>qwidget’s</span> “away message” from being seen (which is where the qwidget usually has a link to the 24/7 service), effectively preventing users from getting through to the 24/7 service.<span style='mso-spacerun:yes'> </span>(The patron will just put their question in the qwidget, it will “ring” for the IL queue, no one will answer it and it won’t roll up to the 24/7 service).<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Remember, it only takes one librarian to forget to log out for this to effect the entire queue, so please be very careful about this.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Feel free to contact me if you have any questions about this.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If your library uses the qwidget and you’re concerned about this problem, I’ve got an additional thought.<span style='mso-spacerun:yes'> </span>The qwidget allows you to create timed scripted messages (“Thanks for connecting, please be sure to add your email address,”<span style='mso-spacerun:yes'> </span>“Sorry for the delay, someone should be with you soon,” etc.<span style='mso-spacerun:yes'> </span>Perhaps a good idea would be to add a timed message that links to your traditional chat form, something like:<span style='mso-spacerun:yes'> </span>“If it’s after-hours and it’s taking a long time to get assistance, you might be helped more quickly at <a href="http://***********">http://***********</a>”<span style='mso-spacerun:yes'> </span>(where the URL could be the bit.ly address for your traditional 24/7 chat form).<span style='mso-spacerun:yes'> </span>I’m sure there might be better wording, but I think the strategy could be useful.<span style='mso-spacerun:yes'> </span>Again, contact me if you’d like help with this.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>--Bill<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 style='border-collapse:collapse;mso-table-layout-alt:fixed;mso-yfti-tbllook:1184;mso-padding-alt:0in 0in 0in 0in'><tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;mso-yfti-lastrow:yes'><td width=267 valign=top style='width:200.4pt;border:none;border-right:dotted #BFBFBF 1.0pt;padding:0in 5.4pt 0in 5.4pt'><p class=MsoNormal style='mso-margin-top-alt:10.0pt;margin-right:-9.9pt;margin-bottom:12.0pt;margin-left:0in;line-height:115%'><span style='mso-bidi-font-size:12.0pt;line-height:115%;font-family:"Times New Roman","serif";mso-fareast-font-family:"Times New Roman";mso-no-proof:yes'><img border=0 width=265 height=72 id="Picture_x0020_1" src="cid:image001.jpg@01CC9884.68D4E6F0" alt="Description: cid:image001.jpg@01CB9252.F799B390"></span><span style='font-size:12.0pt;line-height:115%;mso-fareast-font-family:Calibri;mso-bidi-font-family:Calibri;mso-no-proof:yes'><o:p></o:p></span></p></td><td width=412 valign=top style='width:309.0pt;padding:0in 5.4pt 0in 5.4pt'><p class=MsoNormal style='mso-margin-top-alt:10.0pt;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;line-height:115%'><span style='mso-bidi-font-size:12.0pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#768A85;border:none windowtext 1.0pt;mso-border-alt:none windowtext 0in;padding:0in;mso-no-proof:yes'>Bill Pardue</span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'> <img border=0 width=12 height=12 id="Picture_x0020_2" src="cid:image002.jpg@01CC9884.68D4E6F0" alt="Description: cid:image002.jpg@01CB9252.F799B390">Reference & Virtual Services Supervisor<br>847.506.2667 </span><span style='font-size:7.0pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#A7BCB7;mso-no-proof:yes'>•</span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'> </span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";mso-no-proof:yes'><a href="mailto:bpardue@ahml.info"><span style='color:blue'>bpardue@ahml.info</span></a><span style='color:#666666'> <br>500 N. Dunton Avenue </span></span><span style='font-size:7.0pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#A7BCB7;mso-no-proof:yes'>•</span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'> Arlington Heights, IL 60004<br>twitter: @billahml fb: </span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#C00000;mso-no-proof:yes'><a href="http://www.facebook.com/bpardue"><span style='color:#C00000'>www.facebook.com/bpardue</span></a></span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'> <br></span><span style='mso-fareast-font-family:"Times New Roman";mso-no-proof:yes'><a href="http://www.ahml.info/"><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";color:#CD382D'>www.ahml.info</span></a></span><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'> </span><a href="http://www.facebook.com/arlingtonheightslibrary"><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:blue;mso-no-proof:yes;text-decoration:none;text-underline:none'><img border=0 width=15 height=15 id="Picture_x0020_3" src="cid:image003.jpg@01CC9884.68D4E6F0" alt="Description: cid:image003.jpg@01CB9252.F799B390"></span></a><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'> </span><a href="http://twitter.com/ahml"><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:blue;mso-no-proof:yes;text-decoration:none;text-underline:none'><img border=0 width=15 height=15 id="Picture_x0020_4" src="cid:image004.jpg@01CC9884.68D4E6F0" alt="Description: cid:image004.jpg@01CB9252.F799B390"></span></a><span style='font-size:7.5pt;line-height:115%;font-family:"Verdana","sans-serif";mso-fareast-font-family:"Times New Roman";color:#666666;mso-no-proof:yes'><o:p></o:p></span></p></td></tr></table><p class=MsoNormal><span style='mso-fareast-font-family:"Times New Roman";mso-no-proof:yes'><o:p> </o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>