Janis P. Bellack Library

Janis P. Bellack Library Chat Reference Policy


Chat reference is a service of the MGH Institute Library that provides real-time reference and research assistance using the Lucky Orange chat client.

The service is intended to offer brief reference assistance. Those seeking more extensive research assistance will be urged to make a research consultation appointment with a librarian.

Please submit feedback through the Ask a Librarian form.


Chat reference is intended for the students, faculty and staff of the MGH Institute of Health Professions.


Chat reference is available between the hours of 9 a.m. and 5 p.m., Monday through Friday, although specific availability will vary by day. Library staff are available to chat when the chat widget in the lower right corner of the library website is green.

If chat is not available, the library can also answer your questions by email, phone or in person. See Ask a Librarian for a full range of options.


Chat reference is staffed by librarians and student workers. As such, more complex reference questions may need an email response from a librarian or an in-person consultation. All chat staff are trained to refer your questions to the appropriate person.

Chat Etiquette

  • Reference questions will be answered in the order they are received.
  • Inappropriate behavior will not be tolerated. Common courtesies are expected and appreciated. Abusive users will be blocked.
  • Chat is not an emergency service. Anyone in need of emergency assistance will be referred to 911.


Library Chat sessions will be saved for training purposes; however, identifying information about the user will be deleted.