Guidelines for Using Live Help

Live Help is available from 6-8 p.m. Monday through Thursday. You will need to enter your library card number to initiate a conversation.

You will chat with a Reference Librarian who will help you:

• Find answers to factual questions;
• Guide you through the library’s catalog;
• Help you select appropriate databases and develop a search strategy;
• Help you identify and search reliable and authoritative web sites.

We may push Internet pages to you that will open in a separate window.

Most sessions are 10-20 minutes in length.

At the end of your session, you can print a transcript that includes the addresses of the Internet resources used during the chat session.

Tips for a successful session:

• When typing your question, please avoid extreme abbreviations that may be common in text messaging.
• Explain your question as thoroughly as possible.
• Be patient. Good research is not instantaneous. It may take us a few minutes to find the best answer or resource for you.

Policies and Disclaimer:

1. The City of Irving and Irving Public Library do not assume liability for the accuracy of data obtained from third parties, whether in machine-readable or printed form. While every effort is made to consult authoritative sources, we make no warranties or representations regarding the accuracy or completeness of the information provided.
2. The City of Irving disclaims any liability for any damages in connection with the use of the information provided.
3. The Reference Librarian will not provide any advice on medical, legal, tax, or consumer issues.
4. The Reference Librarian may terminate the chat session, at his or her sole discretion, for any reason and at any time. Possible reasons for terminating the chat session include inappropriate discussion, questions related to illegal activities, profanity, offensive language, questions not in line with normal research services that the library provides, or questions of a personal nature.
5. Not all questions can be answered using Live Help.
• If your research is particularly complex, the librarian may suggest resources for you to consult on your own.
• The reference librarian cannot do your homework, although he or she will attempt to help you find resources to answer your questions.

Privacy:

1. You will be asked for the following information before a chat session begins:
• First Name
• Email Address (optional)
• Telephone Number (optional)
• Library Card Number
2. You, as the User, are not obligated to provide personal information to the Reference Librarian. However, Live Help services may not be provided to you if such information becomes necessary in order to provide you with research advice.

City of Irving Website Policies:

1. Please review the City of Irving Security and Privacy Policy regarding policies that apply to all City of Irving operated websites.