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Chat, Text and Virtual Reference Frequently Asked Questions
Chat, Text and Virtual Reference Frequently Asked Questions
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What is chat reference?
LMU reference librarians staff our Ask a Librarian chat service. When you visit our Get Help page and a librarian is online, a chat box will appear. Just input your question to initiate a session with the librarian. When librarians are offline, the chat box will not appear, and you will instead see a link to our 24-hour AJCU Virtual Reference service.
When is chat reference available?
With rare exceptions, LMU librarians will be available for IM from the Get Help! page between 9 AM and 5 PM on weekdays. During other hours, if there is no librarian signed on, you will see a link to our 24-hour AJCU Virtual Reference service.
What is text messaging (SMS) reference?
You can text an LMU reference librarian from your cell phone at (424) 570-3228. (Voice calls to that number forward to our Information Desk.) If librarians are offline, you will receive an automated reply, and a librarian will text you back as soon as possible.
What kinds of questions may I ask?
The service is designed to offer brief reference assistance. Those seeking more extensive research help might be asked to come to the information desk, or to set up an appointment with a librarian for an in-person research consultation.
Is my chat or text session confidential?
Each chat and text is a private conversation between you and the librarian. When you use chat reference, we do not receive any information that can identify you unless you provide that information yourself. When you send a text message, your cell phone number is automatically logged as part of the session transcript. Transcripts from chat and text sessions may be used for training and statistical purposes, but if the transcript is to be viewed outside the Reference & Instruction Department, any identifying information about you, including your phone number, will be removed. Our chat and text reference services are in compliance with the Library Privacy Policy.
What is Virtual Reference?
The Association of Jesuit Colleges and Universities uses Tutor.com to provide around-the-clock librarian assistance. LMU encourages the use of this service at times when our own Ask a Librarian chat is not staffed. Clicking the Virtual Reference link on our Get Help page launches a chat session with one of the service's librarians. Virtual Reference is available 24 hours a day, 365 days a year, with a few exceptions:
What are the exceptions to the Virtual Reference hours?
Virtual Reference service is available 24 hours a day, 7 days a week, with the following exceptions:
- New Years Day (from 1pm Dec 31)
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day (from 1pm Dec 24)
Who am I working with in a Virtual Reference session?
The location of the librarian you are working with depends on the day and time you access the service. LMU librarians staff the Virtual Reference service about ten hours per week. At other times the session may be with a librarian at another Jesuit institution or with a librarian with a company we contract with to cover night and holiday hours. All are professional librarians, but LMU librarians will know our collections, policies, and classes best. If you don't get the answer you need, please come to the library Reference Desk or call us at (310) 338-2790.
Will Virtual Reference work if I am a Mac user?
Virtual Reference will work with Macintosh computers, but there are some limits on the functionality. The librarian will able to point you to resources, but may not be able to guide you through pages.
What types of questions can I ask in a Virtual Reference session?
You can ask any type of questions you like in a Virtual Reference session. Shorter, more specific types of questions are easier to answer in the chat format, such as checking to see if LMU owns an item, finding a few articles on a subject, or finding factual information on the web. If you are looking for a large number of articles, for example, or beginning a major research project, we'd suggest coming to the Reference Desk or scheduling an appointment with an LMU Reference Librarian. See our Get Help page for hours and contact information.
Who can use LMU's chat, text, and Virtual Reference reference services?
Our intended audience for these services is LMU students, faculty and staff.