FAQ: ASK NOW CHAT SERVICE

What is the AskNow Chat service?
AskNow is an instant messaging (IM) service that library patrons can access through a number of pages on KCLS.org. Using AskNow, patrons can instantly contact KCLS’ Answer Line staff for assistance with circulation and other questions that can be quickly answered.

When is the AskNow chat service available?
AskNow chat service is available during regular open hours for Answer Line:

Monday – Thursday, 9am–9pm
Friday – Saturday, 9am–5pm
Sunday, Noon–5pm

Try this service now!

What kinds of questions may I ask?
The service is intended to be used to answer questions that take five minutes or less to answer. AskNow staff can answer questions about materials in the library catalog or questions regarding your library account. For example, you may use the AskNow chat service for help finding a particular cookbook or DVD. You also may use the service to get help placing a hold or finding out whether certain library materials are available.

Where can I go for help with more in-depth research?
For more in-depth research questions, please contact your local community library or use  Ask a Librarian Live Chat Reference.

Where can I go for help if AskNow is unavailable?
Feel free to keep checking back to see whether the service becomes available, or you may email a librarian, contact AnswerLine at 800.462.9600 or speak to a staff member in the library for help.

Can I use the AskNow chat service in the library?
Yes. This service is available on the public workstations in the library.

What software is this service compatible with?
This service is Java based and is both Windows and Macintosh OS X compatible. You can download the latest version of Java here.

How do I request an email transcript documenting the chat?
To receive a transcript of the chat session, select to have an email sent when prompted to do so at the beginning of the chat session. Then, after the chat session has ended, you will receive an email transcript.

What if I do not have my library card number?
Patrons are currently not required to have a library card number to use AskNow chat. However, staff will need your library card number, name and email to answer account-specific questions.

Can AskNow staff tell me my library card number and/or my PIN?
In order to protect your privacy and safeguard the use of your library card, KCLS does not provide your library card number by telephone or thru electronic means. If you forget your PIN, you may reset it by going to your account log in page and clicking on Forgot my Pin. If you need to know your library card number, please visit your local library and bring a photo ID.

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Last Updated: June 25, 2009