LiveHelp
Policies
Terms
of Use
You
agree not to send any question that is illegal, harassing,
libelous, threatening, harmful, obscene or otherwise objectionable
or that otherwise violates any applicable local, state, national
or international law or regulations.
At
the discretion of the librarian, a chat will be terminated
if a question is deemed to be illegal, harassing, libelous,
threatening, harmful, obscene or otherwise objectionable or
that otherwise violates any applicable local, state, national
or international law or regulations.
Information
about this service
Who
can use it?
All students and
staff of Holmesglen Institute can use this service.
How
soon will questions be answered?
In general your
questions will be answered immediately.
The service is staffed during building 8 Information Commons
opening hours - Mon - Thur 8.00am - 9.30pm, Fri 8am - 7pm,
Sat 8.30am - 5.00pm, Sun 11am - 4pm.
During these hours a librarian staffs the online chat service,
however as they are also staffing the Information Services
desk, they maybe busy. They will answer your chat immediately
and if busy will put you in a priority queue.
After
opening hours, the service is not staffed, but you may email
us your question via the LiveHelp button. The turn around
for this service is 24 hours.
Types
of questions we can answer.
Brief questions
that have a documented factual answer.
Requests for suggestions about appropriate sources to research
a topic. We are not able to do lengthy research, but we can
suggest sources you might want to consult.
Questions about the catalogue system, databases, passwords
etc.
Types
of questions we cannot answer.
Requests
which require lengthy research on a topic. You can use our
catalogue
to search for materials that will help you with your research.
On the Information Commons homepage, under the Databases
link you will find the many databases we subscribe to. We
can recommend appropriate databases or websites for you to
search.
Questions
requiring legal or medical interpretation. We can recommend
and provide sources of information you can consult, but the
Information Commons cannot offer guidance or opinion in regard
to these questions.
Essays and assignments. We can point you to information sources
on your topic, but you will need to do the work of interpreting
the resources and answering the question your teacher has
assigned you.
Questions requiring specialised subject expertise. These types
of questions will be referred to the liaison
librarian assigned to the appropriate subject area.
Questions
regarding enrollment or results. We will in this case refer
you to the appropriate department.
Privacy
Policy
As
part of your participation in the Holmesglen Institute of
TAFE LiveHelp service, your name and email address are required
in order to come into the chat room. The Information Commons
will not publish this information or provide it to other parties.
The Information Commons will compile this information for
its own internal statistical purposes, including determining
the number of people asking questions.
What
Information is Collected?
The
Information Commons uses software called
Liveperson for its LiveHelp service. This software keeps
a transcript of every reference chat session, including the
complete conversation between the librarian and the user,
as well as all web sites visited. A copy of the transcript
can be emailed to the user if requested at the completion
of the session, and a copy is automatically stored in an online
database. Normally the user's name and email address is stored
with the transcript.
What
is the information used for?
The
information is used to help analyse the amount and types of
questions we are being asked. This helps determine appropriate
staffing levels, and aides in training librarians to deliver
a better service
Who
has access to this information?
The
information collected by the Information Commons is only accessible
to librarians associated with the LiveHelp service.
Who
does the Information Commons share the information with?
Individual
chats are not shared with anyone outside of the Holmesglen
Information Commons. 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, E-Mail, names, student numbers etc.) that might be
included as part of a chat transcript will not be shared outside
of the Information Commons. If for some reason a chat session
is shown externally, personal details will be blacked out.
What
choice do users have...?
Any
user that wants to have a record of their chat deleted may
email nicolep@holmesglen.vic.edu.au
to request the deletion of their chat transcript from the
Liveperson database. Users will need to know the date and
exact time their chat started in order to be sure the exact
chat can be found.
.
