Virtual Reference Service

What Is It?

Chat Service
During the hours of service, we reference librarians are available to chat online about any questions you have relating to USM library research and services.

Research Instruction
If your question is asking how to do online library research, the "co-browsing" software enables us to escort you through the online research process by showing you a series of web pages -- from the library's catalog and subscription research databases or from the general Internet.

Session Transcript
After your chat session is over, you can receive an e-mail with a complete transcript of the conversation and a list of the web addresses of all the pages visited in the course of answering your question.

How Do I Get Started?

Library Activated USM Card Needed
You will need to have a USM ID card, which has been activated, by the library. If you would like to be shown how to use any of the online databases of journal articles, you will need to "log in " to them by typing your last name and the id barcode number, which is located on the bottom front of your card. We are unable to offer this service to unaffiliated persons because of licensing agreements with the database vendors.

Internet Explorer Browser Needed
The software requires the Microsoft Internet Explorer browser. Netscape is not supported.

Activate Co-browsing
The software will initially check the capabilities of your computer to handle the "co-browsing" software. You will need to say "Yes" when it asks to install a small program that will enable the "co-browsing" to take place.

Type Question
When you go online, the software will open up two windows on your screen. The box on the left is a "chat" box. Just type your question and the librarian will type a response. You can chat back and forth until your question is answered.

How Does Co-Browsing Work?

Web Page Box
The box on the right of your screen is where you will see one or more web pages appear as needed in the course of your chat session. "Co-browsing" means that you and the librarian will see the same web page at the same time.

Dual Controls
In co-browsing, both you and we librarians can move to a different web page by clicking a link or by typing a URL in the address box. The top of the new page will show on each other's computer. Please let us guide the process unless we ask you to select a link, type some information in a box, or take us to a page of your choice.

Page Scrolling
When we show (or "push") you a page, we lose control of it. Although we both stay literally "on the same page," you and we can scroll down and up independently. That means that on a long page, neither of us knows or can see what part of the page the other is viewing.

Highlighter Tool
We have a yellow highlighter tool that lets us point out specific information on a page, but you may need to scroll down or up the page to see what we have highlighted.

Please be patient
The software is new and we occasionally experience technical problems. The librarians are also new at using it and providing reference service in a virtual chat mode. Expect some delays in our responses, we will be researching your question in the background. We hope you will find the new service useful and let us know what you think of it.