Ask a Librarian policy and chat privacy statement

Ask a Librarian policy

Our Ask a Librarian service provides chat and e-mail-based reference services primarily for ASU students, faculty and staff, in support of teaching and research at Arizona State University.

Questions from local community members not affiliated with the university will be answered as time and resources permit.

We encourage persons outside the above categories to refer to their local public or academic library for assistance should questions NOT apply to ASU Library’s services, special strengths, and/or unique collections.

Some questions may need to be referred to ASU librarians for further assistance.

Questions received through the Ask a Librarian service are normally responded to within twenty-four hours. Questions submitted during evenings, weekends, and holidays may require a longer response time.

Chat privacy statement

ASU Library respects the privacy and confidentiality of its users. Information is collected from users of the Ask a Librarian chat service in adherence to ASU’s Privacy Statement to help evaluate and improve ASU Library services. The Ask a Librarian chat service is hosted by Springshare LLC, a cloud-based library software and services provider, and data is collected in accordance with their privacy policy.

Archived chat transcripts are password protected and available to Ask a Librarian staff, technical support staff, and library administration. Chat transcripts contain the user name, email address, ASU affiliation (if provided by user), college (if provided by user), and IP address. 

If the chat involves an advanced technical help issue, the user name, email, and chat transcript are shared with our technical team for troubleshooting in Salesforce, a digital communications and help ticket platform, in which the information is retained indefinitely.