At WiLS, we want to bring valuable information to our library partners, including information about the missions and big ideas of the vendors they may already do business with. Each month, WiLS interviews a vendor partner in order to bridge the gap and open the door to valuable collaborations. This month, we are delighted to share insights from Pam Sessoms of Nub Games, Inc., creators of LibraryH3lp, a WiLS gold vendor partner, and WiLSWorld 2018 sponsor.
Tell us about your company’s background.
We started organically back in 2008, trying to solve a hard problem in the early days of real-time (chat) virtual reference. Many libraries successfully used light-weight technologies, such as instant messaging, to connect with their patrons. However, these solutions were designed for individuals and not for organizations such as libraries that might want to staff chat with many operators simultaneously. The technologies did not scale well and lacked many important features needed by libraries such as reports and privacy controls. LibraryH3lp was born to address all of these shortcomings for libraries interested in chat as a way to reach patrons.
Since those early days, we have remained true to our roots with a strong focus on evolving customer needs, patron privacy, and flexibility. We’ve grown the LibraryH3lp platform into a suite of help desk features, including a searchable knowledge base (FAQ) module for patron self-service and a sleek shared email reference module that we call 3mail. Through our partnership with Chatstaff, a company owned and staffed by librarians, libraries have the option of chat backup services for any selected hours, all the way up to 24/7/365.
Why do you, personally, choose to work with libraries?
I started working in libraries as an undergrad in college and haven’t really stopped since then! I love the myriad puzzles that arise each day as part of reference work AND also as part of providing a software product. I continue working with libraries because I believe in them.
What do you like to know about the libraries you work with? What helps you better understand their needs?
Often our customer libraries proactively come to us with specifics on a problem that they are trying to solve or a goal that they are trying to achieve. Many times, because of the flexibility of the LibraryH3lp platform, we are able to work with the library to implement a quick solution. Other times, we take these ideas and feed them into our product development process, including any constructive thoughts libraries may have about where our software could be improved. Interactions like these ensure that our development goals align with the modern direction of virtual reference.
What big ideas are being worked on at your company? What problems are being solved?
From the very beginning, we ensured that LibraryH3lp is a privacy-first platform for patrons. We believe our privacy-first approach complements the ethical direction and vision embraced by most libraries. Recent news stories regarding Facebook and other tech companies show that privacy and personal data within tech is a growing concern for everyone.
We love the idea of open platforms that interoperate easily with other products and so we have avoided a “walled garden” approach to product development where libraries get locked into a single provider for everything. We believe that libraries should be able to mix and match products to seamlessly create solutions that best suit their needs. Even our documentation and pricing are open and freely viewable by anyone. To that end, we spend a lot of effort on ensuring that our API can be used to build custom, highly specialized cross-product solutions for libraries.
Our overarching goal is to create a quality product that is affordable for all libraries. We continually find new ways to keep costs as low as possible for our clients while providing a high-quality help desk platform libraries can leverage to provide a superior customer service experience for their patrons. Sometimes big ideas aren’t always visible within the software, but instead can be felt in the budget.
How can librarians become partners in product or training development?
We actively encourage librarians to contact us through any of our regular support channels with specific areas of interest: email at support@libraryh3lp.com, chat on our web site https://libraryh3lp.com/, or phone at 877-844-5371.
This interview is part of a series of interviews with both WiLS library and vendor partners. Your feedback is appreciated. If you have any to offer on this article or suggestions for upcoming interviews, contact Andrea Coffin at acoffin@wils.org.