HawkHelp LIVE, a KU program that connects students to librarians using an instant messaging service, is under-used, said Frances Devlin, digital reference service coordinator. But with a new software program and some help from neighboring universities and a KU promotional campaign, HawkHelp LIVE should become more popular.

Emporia State and Kansas State have joined the University of Kansas in the program, which extended the program’s hours during the week. Wichita State and Washburn will also join the program.

Students who use the program on Tuesdays chat with staff from K-State and on Thursdays and Sundays they chat with staff from Emporia State.

The service began in spring 2003 and re-opened Feb. 7 after changing software over winter break. Devlin said she was optimistic that the new software would bring in more users.

“The new program is friendlier and easier to use,” she said.

She said the most helpful part of the service was that students and reference staff could co-browse, which allowed both parties to look at the same pages from different computers.

“They can search a database together from their separate locations and instant message back and forth while they do it,” she said.

Students can use any browser to access HawkHelp LIVE, but are only able to co-browse in Internet Explorer.

Eighty to 85 percent of the chat sessions since Feb. 7 have been KU students because students at other universities are not aware of the program, Devlin said.

KU libraries created HawkHelp LIVE so students can talk to library assistants electronically to help answer research questions. Use of the program has increased, but not as much as Devlin would like, she said.

The program had 534 chat sessions last academic year. In the Fall 2004 semester, the program had 573 chat sessions. Devlin said she would like to see the statistics double.

Out of 20 students surveyed by a University Daily Kansan reporter, five students knew what HawkHelp LIVE was, but none of them had ever used it.

Ashley Webb, Highland senior, has never used the program, but said it could be useful.

“I can see it being more helpful for freshmen or people who aren’t familiar with researching,” Webb said.

To increase awareness, the libraries have branded mugs, posters, memo pads and shirts with a HawkHelp LIVE logo, Devlin said.