MGH Institute Library Chat Reference Policy

The Course Reserves are located in the library (4th floor of B38) in the blue cabinet behind the service desk. You must ask a librarian or assistant to access the course reserves. Reserves cannot leave B38.

About

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.

Audience

Chat reference is intended for the students, faculty and staff of the MGH Institute of Health Professions. (Is this true though if we are advertising the CH collection?)

Hours

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.

Staffing

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.

Privacy

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

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