Binghamton University Libraries now provides a 24-hour chat service for expanded service through Ask Us 24/7. Provided by the Empire State Library Network, the service will allow the Binghamton University community to contact librarians via chat for assistance outside the Libraries’ regular working hours. Trained librarians across New York State and in a global academic cooperative will be available to assist students, faculty, and staff through the existing chat widgets on the Libraries’ website.
“The biggest benefit to our users is that they will be able to access assistance from a librarian whenever they might need it,” said Elise Ferer, instruction and outreach librarian. “We are still going to be available during our normal hours and the hours for the Research Help desk in Bartle will remain the same, but now our patrons will be able to easily access assistance at times that we have not been available in the past.”
Operating the same way as in-person, the chat expands general service and research help beyond the hours the Libraries are open. Whether it’s starting a research project, locating specific databases or contacting a specific subject librarian, Ask Us 24/7 provides a level of accessibility regardless of physical location or specificity of question.
“No question is too big or too small for our Libraries employees or the outside librarians on chat,” said Ferer. “The chat is really helpful to use when you have a quick question like how to cite a specific source or are not sure how to access a specific article. The people in chat can also help you request books and articles from other libraries through inter-library loan. And if the folks in chat can’t help they can often point you to a person who can or forward your question directly to that person.”
Ask Us 24/7 is integrated throughout the Libraries website making it easy for users to find help where they need it most. Chatting through a direct message should feel familiar to many of the services used everyday on a smartphone.
“You’ll see a bubble icon with three dots inside it on many of our webpages including the main page of our website, the subject guides page, the Find Databases, A-Z page, within Find It! and other places,” said Ferer. “Chat works just like a text message or direct message within a social media app. Once you enter an initial chat it is picked up by our Libraries’ employees or a librarian from the 24/7 service. You should see a message when it is picked up and by whom. After that you can just message back and forth!”
For more information about Ask Us 24/7 and the services provided by the Libraries’ Research Help, visit https://www.binghamton.edu/libraries/research/researchhelp/ or email researchhelp@binghamton.edu.