Chat FAQs

What is this chat service offered by Ellis Library?

The Ellis Library chat service which provides an opportunity for current MU students, staff or faculty to communicate live with a reference librarian from Ellis Library whenever a librarian is online.

What kind of software do I need to use chat?

None. You do not need to download any software to start a chat session with us.

You will need to disable the pop-up blocker in your web browser to effectively use this service.

How will my transcript be used?

Ellis Library uses the Timpani software by LivePerson.  The software keeps a transcript of every chat session, including the complete conversation between the librarian and the patron.  At the end of a chat session, the patron can request that a copy of the transcript be emailed.  A copy of the transcript is also stored in the database.  The patron’s name is stored with the transcript, which allows the librarians to see how patrons are using the service.

The transcript information is used to help analyze the amount and types of questions we are being asked.  This helps determine staffing levels and aides in training library staff for the service.  Access to this information is restricted to library staff associated with the chat service.

Individual chats are not shared with anyone outside the MU Libraries.  Statistics generated from chat logs, as well as excerpts, may be used for reports or publications.  However, information about specific individuals (e.g., IP address, email, names, phone numbers, etc.) that might be included as part of a chat transcript will not be shared outside the MU Libraries unless required by law.

What if I am not a current MU student, staff or faculty?

Persons not currently affiliated with the university of Missouri (MU) may submit email questions.  Depending on the complexity of the question and the resources needed, we may not be able to provide in-depth responses. MU students, faculty and staff have priority with the email service.

What if I don’t want to chat or email a librarian?

By all means, contact us by either calling the Checkout & Information Desk or coming into Ellis Library.

Ellis Library Checkout & Information Desk Located on First Floor

phone no:  (573) 882-3362   

email: ask@missouri.libanswers.com