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Ask a Librarian Chat Service First Time Users Guide

Technical requirements

you will need:

a computer with an internet connection
Windows or Macintosh web browser such as Netscape 6.0 or higher or Internet Explorer 4.0 or higher
an email account

Sections marked with this red dot must be completed

type in your chat question
once you click on chat you will enter the chat session
a chat window will open in another browser window
staff will acknowledge receipt of your question within one minute
they will then reply to your chat session. The Librarian's reply will appear above your initial query
as the Librarian's response is coming via an offshore server response times may vary
VERY IMPORTANT: CLICK ON THE REFRESH BUTTON ON YOUR INTERNET BROWSER IF THERE HAS BEEN A DELAY IN RESPONSE
you can then continue chat by typing in the Type Message box. Click on the send button to send your reply to the Librarian
use the scroll bar on the right to display the next line of the chat session
to end the chat session click on the End Session link
click on the Close Window link to close the session

you will receive a transcript of the text chat session via your email address
you can review your previous transcripts or questions by clicking on the appropriate link
if you need further information or clarification on your question you can use your patron account to respond to the Library. To do this follow the instructions below:
- click on the 'respond to this answer' link
- login using your email address and password (if you forget your password you can have it emailed to yourself)
- click on the Submit button
- click on the Chat Session Transcript link to view the transcript
- you can then enter a further text response in the response box
- Click on Send response to send your text response
- the Librarian will answer your text response via email. A transcript of this text response will be sent to your email address
- you can click on Close Question to close your question
- you can click on Return to Question List to return to your answered questions page
use the QuestionPoint patron account to:
- keep track of your questions, answers or chat transcripts
- review your answered or unanswered responses
- close your finished questions, answers or chat transcripts
- change your password and settings

Please be aware your questions and answers will only be kept on your account for 90 days. After this time they will be removed from the system

For more information contact the Flexible Information Service