Full Record – Author

Ref Type: Journal Article

Authors: Eichler,Linda, Halperin,Michael,

Title: Live Person: Keeping reference alive and kicking

Publication Full: EContent

Year: 2000 Volume: 23 Issue: 3

Start Page: 63 Other Pages: 66

Descriptors: REFERENCE services (Libraries), LIBRARIES, TELECOMMUNICATION systems, ONLINE chat groups, LIVEPERSON (Online service), Library services, Electronic communication,


To increase user communication options, the Lippincott Library of the Wharton Business School at the University of Pennsylvania added online chat to its reference service in September 1999. Now, in addition to contacting Lippincott by phone, e-mail, or fax, or by coming to the library in person, students, faculty, and staff can ask reference questions through chat and get an immediate response. The Library uses a commercial service provided by LivePerson (www.liveperson.com), a privately-held company with financial backing from NBC, Dell, and venture capitalists, that intends to go public. Founded in 1998, the company is a leading provider of Web-based customer services support, with more than 450 customers. Presents a review of LivePerson, which operates like instant messaging. When a library user types a message, it appears on the screen of the reference librarian on duty. The librarian responds, and a conversation begins. If a message is sent when no one is available to receive it, the system defaults to sending an e-mail response. Explains how LivePerson works, describes how to run LivePerson with a skeleton staff, and summarizes LivePerson options.


M3: Article; Accession Number: 3182594; Eichler, Linda 1; Email Address: eichlerl@wharton.upenn.edu; Halperin, Michael 2; Email Address: halperin@wharton.upenn.edu; Affiliations: 1: Wharton School, Philadelphia, PA 19104 2: Wharton School, Philadelphia, PA 19104 Source Info: Jun/Jul2000, Vol. 23 Issue 3, p63; Note: Publisher: Information Today Inc.; Note: Update Code: 3504; Subject Term: REFERENCE services (Libraries); Subject Term: LIBRARIES; Subject Term: TELECOMMUNICATION systems; Subject Term: ONLINE chat groups; Subject Term: LIVEPERSON (Online service); Author-Supplied Keyword: Library services; Author-Supplied Keyword: Electronic communication; Number of Pages: 4p; Illustrations: 3bw. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Information Today Inc

Place Of Publication: NULL

Issn Isbn: 15252531