ASK! Chat

You can ASK! a question via:

ASK! E-mail: ask@nlb.gov.sg
ASK! SMS: 9184-2015
ASK! Phone: 6332-3255

On 1st Dec, you can also ASK! Chat with us online!

How does ASK! Chat work?
Communicate with our librarians via online chat widgets available at:

ASK! blog: http://blogs.nlb.gov.sg/ask/
Public Libraries Singapore: http://www.pl.sg/page/PlJustAskContent
NLB eResources: http://eresources.nlb.gov.sg

Chat widgets will be available on library catalogue and multimedia stations at Sengkang Public Library and Woodlands Regional Library at a later date.

This is a trial enquiry service running from 01 Dec 2009 to 28 Feb 2010.

For questions that require personal data to be revealed, for example, your NRIC or your membership number, please call our Helpdesk at 6332-3255 or approach the Customer Service Counter at any public library.

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More Information on the Service
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What is an online chat widget?
The online chat widget allows people who are using the library catalogue and NLB web pages to ask a librarian questions they might have. No registration is required.

To start chatting, click on “Click here to chat” at the bottom right corner of your browser window. Type your question in the box to send your message.

What software do I need to use the chat widget?
The chat widget works with major Web browsers including Mozilla Firefox and Internet Explorer. No software download is necessary.

If you encounter problems with using the chat widget on NLB websites, please do the following:

Ensure JavaScript is turned on in your browser. For information on how to do this In Internet Explorer, please refer to http://support.microsoft.com/gp/howtoscript.

Firefox users, please refer to http://kb.mozillazine.org/JavaScript
Upgrade your browser to the latest version.

What questions can I ask?
We will answer questions related to book recommendations as well as reference and information-related enquiries through ASK! Chat.

How long will it take for my questions to be answered?
It would depend on the nature of your question, as well as the depth required. We should be able to clear straightforward enquiries within 10 minutes. For enquiries that require more research, leave your e-mail or contact number for us to get back to you within 3 working days.

Who will answer my questions via ASK! Chat?
Our service is staffed by librarians. We work from the Reference and Advisory counters at each of the three regional libraries at Woodlands, Tampines and Jurong where we also provide assistance in person.

What else do I need to know about this trial service?
Since we help a lot of patrons, there may slight delays in responding to your chat request. We will make every effort to ensure all our patrons’ requests receive a response.

You can also submit your enquiry to us via email (ask@nlb.gov.sg), SMS (91842015) or approach our Customer Service Officer.

What are the hours of operation?
ASK! Chat is available during from 1pm to 9pm daily.

Can I send my enquiries through ASK! Chat outside its service hours?
Yes, you can send us your questions through an offline form that will show up on the chat widget outside service hours. We will respond to you within three working days.

Who can use ASK! Chat?
Chat assistance is primarily intended as a service for NLB library users.

Do you save the transcripts?
Transcripts may be reviewed for evaluation and research purposes. All personal information will be removed and destroyed. Through the chat widget, you can also send transcripts of your conversations with our librarians to your own e-mail account.

Who should I contact if I have questions or comments about this service?
Call us at 6332-3255 or send us an e-mail message at ask@nlb.gov.sg.

Let us know what you think of ASK! Chat by completing the online feedback form at http://tinyurl.com/askchat or send us an e-mail at ask@nlb.gov.sg.