Getting Started

Click on your library name to get started. This opens a right frame in your browser window. Enter your question, etc. and then click on the "connect" button. Please include as much detail as possible as you type in your question. This will help us give you a better answer!

After you've sent your question. A librarian will send you a welcome message, and clarify your question if necessary. Chat messages from the librarian will appear in the right frame. You may receive answers in the form of web pages. These will appear in the left frame of your browser.

When you're finished or would like to end the session. Click on the "End Session" link. When you or the librarian ends the session you will see the full transcript of your session including hyperlinks to web pages that were sent to you during the session. There will also be an option to email the transcript to yourself.

Tips on chat communication:

Be informal, but courteous.
Use short replies and hit the send button between sentences.
Expect what might seem like delays. Some questions require the librarian to search in several places to find exactly what you need.
If you have to leave the computer, please politely let the librarian know: e.g. "Sorry, I have to go now - the computer lab is closing. Please e-mail me whatever you find at [your e-mail address]. Thanks!"

Session Transcripts

If you entered an email address at login, a full transcript of your session, including hyperlinks, will be emailed to you. It is very important that you add webmaster@askusnow.info to your email "safe list" if you would like to receive a transcript or any other communication from us.

If you didn't enter an email address, you will have another chance to do so as soon as the session is ended. You will see the full session transcript and the option to email the transcript to yourself.

Did you get disconnected?

It happens. Here's how to reconnect:

Return to AskUsNow.info and click on your library.
Most of the time you won't have to login again, your session will be automatically reinstated.
Your librarian will be monitoring the question queue for your return. If another librarian picks up your call, please let them know who was helping you when you were disconnected; they may be able to reconnect you.

Help us understand why you disconnected by reporting technical problems with the service here.

Troubleshooting

Notice to Repeat Users:
If you don't regularly clear your browser cache, you may be loading and using our old question submission form which will cause errors in your session. To be on the safe side, please clear your browser cache before you submit your next question to AskUsNow!. Here's how:

In IE 6: Tools > Internet Options > General tab > Delete Files button > Delete all offline content > OK > OK
In IE 7: Tools > Internet Options > General tab > Temporary Internet Files > Delete button > OK > OK
In Firefox: Tools > Options > Cache tab > Clear Cache Now button > OK

Web browsing:
During your session, please follow only links within the left frame. Opening a new web site in your AskUsNow! browser will close your right frame connection with the librarian.

Problem Troubleshooting:
If a web page doesn't open in your left frame, refresh or reload the browser window or copy and paste the URL from the right chat log into a new browser window to open it.
If you experience other problems such as latency (slow loading) or no response from the librarian, clear the web browser cache of temporary Internet files:

In IE 6: Tools > Internet Options > General tab > Delete Files button > Delete all offline content > OK > OK
In IE 7: Tools > Internet Options > General tab > Temporary Internet Files > Delete button > OK > OK
In Firefox: Tools > Options > Cache tab > Clear Cache Now button > OK

Then close and reopen your browser window, and return to askusnow.info. If were using Internet Explorer when you experienced problems, you might want to try again using Firefox or Netscape web browsers.

Tips for AOL users:

Please clear your browser cache before you submit your next question to AskUsNow!.
If the SEND button seems to disappear, try using TAB, then ENTER to simulate SEND.
To avoid incompatibility issues use Internet Explorer, Netscape, or Firefox instead of the AOL web browser.

Macintosh and Windows operating systems are supported. Please note that computer network firewalls and content and chat filtering can interfere with your session. Thank you!