IM'ing overload: Libraryh3lp to the rescue

Purpose: The purpose of this paper is to describe the new virtual reference system Libraryh3lp, developed to assist librarians with managing multiple instant messaging (IM) patrons at one time. Design/methodology/approach: A summary of the main features of the Libraryh3lp system, including setup and reports; and a discussion of how to provide staff training. Findings: This paper provides an overview of the Libraryh3lp virtual reference platform including what it does, how it works, and its benefits for reference managers. Originality/value: This paper is useful for information management professionals who are looking for a low-cost, reliable alternative to current IM software systems