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Virtual Reference Policies and Procedures
This is our policy for our virtual reference services, and procedures to follow when using this service.
Virtual Reference Policy for Chat and E-mail
The purpose live chat is to provide patrons the opportunity to ask a librarian questions in a virtual environment. During the chat session, the librarian will try to answer questions to the best of his/her ability and transfer a question to the appropriate librarian when needed. Both the patrons and the librarian have the opportunity to follow-up on questions via e-mail.
For questions in which you do not desire simultaneous feedback, you may want to try our e-mail virtual reference service. Our goal is to response to e-mail questions within 24 hours (or 48 hours if the weekend, severe weather, or a holiday in which the library is closed).
Virtual Reference Procedures for Chat and E-mail
Information: How to and purpose of our virtual reference service
Chat and E-mail virtual references
service are offered by the University of North Texas Libraries.
This service allows students, faculty, and staff to chat in real-time with a
library employee at the University of North Texas. It is an ideal option for
that quick question about a particular fact or database. When the Chat service in not available; the user will be automatically routed
into the E-mail Reference service.
Who can use UNT virtual reference services: chat and e-mail?
This service is provided primarily for the students, faculty, staff, and alumni affiliated with the University of North Texas. Other users are welcome to use the UNT Virtual Reference services for questions dealing specifically with information about the University of North Texas, as well as about the Libraries and their collections.
Who answers the questions?
UNT Librarians and library staff members answer your questions. If your question requires resources from a specific library on campus or the subject expertise of another librarian you will be referred accordingly.
What kind of hardware and software are needed to access UNT Virtual Reference Services Chat and E-mail?
The only requirement to use the UNT Virtual Reference software - for all users - is a PC, Macintosh or UNIX computer with an internet connection and a Web browser. We do recommend that you use the latest supported releases of either Netscape Navigator or Microsoft Internet Explorer, no matter which operating system you have. We have found the most stable browser to be Internet Explorer 5.X followed by the Navigator 4.7X series.
How do I use the UNT Virtual Reference Services Chat and E-mail?
1. Click on the "chat" button or link. You will be asked to accept a secure connection. Click "yes" to proceed to authentication. A configuration check window will appear. This tests your computer to make sure you can participate fully in the chat session and simultaneous sharing of web pages.
2. Click "Enter Chat/Co-browse" and the chat window will open. The software will initially check the capabilities of your computer to handle the "co-browsing" software. You will need to say "yes" when it asks to install a small program that will enable "co-browsing" to take place.
3. Click on the send button or press the enter key to send your messages to the librarian.
4. When you are finished, click on the exit button to log off and end your chat session. When you log off, you will be asked to complete a survey. Please tell us what you think about the service.
5. If it is not during scheduled service hours, no one will be available to answer your chat question. However, you may decide to fill out a form and submit your question via e-mail. If you need additional assistance take advantage of our in person and telephone reference service, or set up a consultation with a librarian
What should I do if the software will not work?
There are several things you should check if the software is not loading on your computer.
1. Check your top menu bar to see if you have a pop-up blocker turned on. If you do, click on the pop-up blocker to accept pop-ups from this site.
2. Check to see that you have clicked 'OK' on all Security Alert messages. The software will not load fully until you do so.
3. Check to see that you have clicked 'Yes' on all Security Information messages. The software will not load fully until you do so.
When can I expect a response to my e-mail query?
You will receive a response within 24 hours, Monday through Friday excluding weekends and holidays. For example, questions received on Friday will receive a response by the following Monday.
What type of questions are appropriate for this service?
- Questions about the University of North Texas Libraries, its collections, and policies.
- Questions about the University of North Texas.
- Questions about specific facts.
- Questions about finding books or journal articles on a particular topic.
- Questions about how to use the Library's online catalog.
- Questions about how to use one of the Libraries' electronic databases.
What type of questions are not appropriate for this service?
- Requests for legal, medical, financial, or tax advice.
- Questions that require extensive typing (e.g., summaries or quotes from reference works, lists of names/phone numbers/addresses, etc.)
What software are you using for this service?
We are currently using Docutek VRLplus from Docutek Information Systems, Inc.
What is the UNT Virtual Reference service privacy policy?
The Library respects the privacy of our users. This policy is intended to let users know how information collected by UNT virtual reference service is used.
At the completion of a chat session the library user may print the transcript or have a copy e-mailed. All identifying information is removed from the database on a periodic basis. However, transcripts and information gathered during e-mail or chat reference sessions, may be used by authorized library staff for training and research purposes. If we use individual chat sessions for research purposes, all identifying information will be removed.
If you would like the entire transcript of your session deleted, e-mail us with the request and we will be happy to comply.