Virtual Reference Policy (Ask Us!)

• The Alkek Library Virtual Reference Service uses Springshare's LibAnswers software to manage and provide online research and reference assistance to Texas State students, faculty, and staff.
• Use of our electronic and print resources of the Alkek Library will be emphasized, and authoritative Internet sites will be recommended when appropriate.
• Users will have the choice to chat, send email or search the knowledgebase of questions previously submitted.

• Chat reference is typically limited to the Texas State University community e.g. students, faculty and staff.
• Patrons not affiliated with the university may be redirected to email reference at the discretion of the library staff on duty.
• Issues such as business at the desk, time of semester, and time of day will determine whether or not the operator will redirect the chat patron.
• Email reference is open to everyone, but with the Texas State community receiving preference over other patrons at times of heavy email activity.

Virtual Reference Service Hours

During Fall and Spring Semesters service hours are:

• Monday-Friday 9am - 8pm
• Saturday 12pm - 5pm
• Sunday 12pm - 5pm

Email reference service is available when the Ask Us! service is closed but will be answered during working hours. Hours will vary during times of Interim, Summer 1 & 2 and holidays and will usually reflect the hour of the reference desk.

• The virtual reference service is staffed by reference assistants and peer research coaches during operating hours.
• In-depth reference questions may require a reference librarian to email a response to the user or an individual research consultation is available for more extensive questions.

• Patrons can expect the same caliber of service online as they would in-person. We are here to help! 
• Staff on duty will determine the amount of time spent online with a patron and may refer the user to email, follow-up via email or phone, or offer in-depth research consultations and library instruction as needed. 

• For patrons with simple ready reference or directional questions, there is no need to initiate a video-conference session.
• Video-conferencing should be reserved for questions requiring the library staff to instruct the patron to find the resources or how to use the resources recommended.

• Alkek Library’s mission is to develop information literacy skills of patrons during the chat transaction if possible.
• Instruction can be carried out in an interactive digital environment during the reference interview and can be highly valuable to patrons.

**Referrals and follow-ups are the discretion of the staff on duty.

All users must comply with university policy on computer use, Appropriate Use of Information Resources (UPPS No. 04.01.07).

Chat Etiquette

• Be patient. Network traffic may affect response time. A reference librarian will respond to your question as soon as possible. If your question is urgent, you may send your response by email.
• Communicate in short sentences.
• Reference questions will be answered in the order they are received.
• Inappropriate behavior will not be tolerated. Common courtesies are expected and appreciated.

• The Alkek Library Ask Us! service records all reference transactions, including the chat conversation and the URLs for all the web sites visited.
• At the end of the session, you have the option to have the transcript emailed to you and a copy will be stored in our database for a period of one year.
• Transcripts maintained by the library will be used for assessment and training purposes only.
• We will not disclose any personal data we collect from you to any other party in a manner that would identify you, except where required by law, or in order to fulfill your service request.