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Library improves online help service

An online help service provided by ASU Library just got a big boost this semester.

Known as Ask a Librarian, ASU Library’s online chat is now fully equipped to connect students, faculty and staff at Arizona State University exclusively to ASU librarians.

The direct, digital connection to library professionals within the university is just one of many new library efforts to improve its quality of services for the ASU community.

“When you get help from a local expert, it makes a huge difference in the quality of information you’re receiving,” said Jennifer Duvernay, Associate University Librarian for Communication and Organizational Success. “I’m happy to report that ASU Library’s online assistance through Ask a Librarian is now 100 percent locally sourced.”

Reflective of its newly improved quality, Ask a Librarian is now operating within regular business hours from 9 a.m. to 5 p.m., Monday through Friday. However, all questions that come through the online chat service after business hours will be converted to an email that Duvernay says will be answered as quickly as possible – again, solely by ASU librarians.

Students, faculty and staff looking for help after hours can also browse Ask a Librarian FAQs – a compiled list of answers to the most popular and recent questions, such as library hours, how to request materials and how to use online resources.

“ASU is a big place,” says Duvernay. “Our job at the library is to make sure you get the highest level of support you need to succeed while you’re here.”