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Live Chat Service Policy Manual : Home

This online manual serves an informational collection of the best practices for the live chat service

LibraryH3lp: Policy Manual Introduction

Prairie View A&M university

John B. Coleman Library

LibraryH3lp Policy Manual

This guide provides standards, best practices, and guidelines for authors to follow when working and maintaining the John B. Coleman's Library Live Chat Service.

John B. Coleman Library develops and maintains the Live Chat Service LibraryH3lp to support the virtual needs and informational learning styles of the Prairie View A&M University faculty, staff and students, as well as for internal library staff purposes. This live chat service is built on LibraryH3lp Content Management System. The Reference Live Chat Management Team (RLCMT) consisting of the reference and instruction librarians administers to the chat service, develops best practices, and ensures consistency for chat’ design and content. All chat services should comply with the PVAMU IT Web Governance Working Group’s Style, ADA and Content Guide to ensure consistent look and feel across the Library’s web presence. This Policy, and any documents incorporated by reference, establishes shared expectations for the purpose, content, design, publishing, administration, and other elements to ensure positive impact for library information literacy to the entire PVAMU campus community.


Live Chat Service LibraryH3lp is a tool developed to deliver live research and curricular support and learning objects to the PVAMU community. Live Chat Service LibraryH3lp should have standard ADA online compliance and contain many different learning styles of visualization.


The Reference Live Chat Management Team (RLCMT)oversees the live Chat service and establishes best practices, and ensures quality control. The (RLCMT) collaborates with the Library webmaster,  IT Web Governance Working Group (WGW) in order to optimize the live chat service interface and functionalities. The (RLCMT)  are collaborators with Learning and Curriculum Services to develop learning objects using live chat service. The (RLCMT) is charged with developing a Standards and Best Practices Guide, Publishing Workflow, and a Publishing Checklist. The (RLCMT) also designates administrators, template creators, and publishing workflow reviewers.


All chat service reports are reviewed monthly to ensure curricular relevance and compliance with the Standards and Best Practices Guide. The (RLCMT) oversees this regular audit and works closely with all pertaining parties to ensure awareness of and alignment with this Policy and the Best Practices Guide. (RLCMT) representatives may work with library webmaster, IT and other relating parties for updating minor errors such as typos or dead links within the chat platform. 

Authored and Updated: 

Kimberly M. Gay 

Head of Reference and Information Services Department, Academic Librarian II 


Head of Reference and Information Services Department, Librarian II

John B. Coleman Library
Mailing Address: P.O. Box 519, MS 1040, Prairie View, Texas 77446
Physical Address: L.W. Minor St. / University Drive, Prairie View, Texas 77446
Reference: (936) 261-1535, Circulation: (936) 261-1542

Library Hours