The Meebo widget (where do they get these names?) was added to unsuccessful keyword searches in the Topeka and Shawnee County Public Library catalog. When a customer searches the catalog and doesn’t find anything, they can contact library staff via IM and ask for help (they also display their phone number if they want to call). Here’s their library’s website if you want to see it in action: http://catalog.tscpl.org/#focus. (Use or make up a word that won’t be found in a keyword search. Hint: “brackish” can be found in a search, but “brack” can’t!). Our DS is already looking into this (my high-up source tells me).
The blog entry on this is David Lee King’s, the Digital Branch and Services Manager at this district. http://www.davidleeking.com/2007/11/30/fun-with-our-meebo-widget-and-the-library-catalog/