Chat Service Guidelines
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What platform does the chat service use, and when can I expect an answer?

  • During live chat service hours (2-6pm Mon-Fri during the semester), chat messages are handled via a commercial online system subscribed to by the Library. Staff will monitor this system during service hours, so you will receive a reply instantly.
  • Outside of live chat service hours, you can still submit chat questions using Facebook Messenger. This service is not constantly monitored, however we try to reply as quickly as possible. Our pledge is to respond to all questions within 24 hours (excluding Friday evenings, weekends, and public holidays).

What kind of questions can I ask via this service?

  • Feel free to ask any question about HKBU Library resources, services and facilities.
  • You can also ask general research questions on any topic.
  • If your enquiry is an in-depth research question, we may send you a more detailed reply via e-mail or help you arrange a face-to-face consultation with a librarian as appropriate.

Who can use the service?

  • As with the Library's other reference services, the chat service is intended primarily for the students, faculty, staff, and affiliates of the University.
  • For those outside the HKBU community, only basic factual information or referral services can be provided.

Who will I be chatting with?

Live chat

  • Our live chat service is offered collaboratively with Lingnan University Library. Therefore, the person replying to you may not be a staff member of HKBU Library.
  • Detailed information about HKBU Library has been provided to Lingnan colleagues, and they will be able to answer most questions about our services and facilities, in addition to general research questions.
  • If your question is of a highly specific local nature, Lingnan librarians may refer you to our telephone or e-mail enquiry channels in order to ensure best quality of service.

Facebook Messenger

  • Messages received via Facebook Messenger will be handled by HKBU librarians in the Information Services Section.