LIVE Help--College of St. Catherine Libraries

Now you can ask a reference librarian for assistance directly from your computer. We can answer your questions, walk you through searching CLICnet or library databases, and show you web pages. See our Frequently Asked Questions and Helpful Hints below for more information on the program and the software. LIVE Help is currently a trial service and offered limited hours. There may be technical problems while you are connected--please try us again if your call is disconnected. We thank you for your patience while we are helping you.

Please note: We are sorry but the LIVE Help software is not available for Mac computers. It will only work with Windows.

Download Plug-In Software

Before you use LIVE Help you will need to download the plug-in software for your browser.

	*Internet Explorer Users:* For versions 4, 5, and 6. Clicking the download button will download and install the software automatically. If you are still connected to the internet it will try to "call" a librarian immediately after installation.

	*Netscape Users:* For version 4 only. You must choose a download destination for the software--we recommend saving it to your Desktop. Once the download is complete, double-click on the downloaded file (nscompanion.exe) and the software will begin installation. After installation, if you are still connected to the internet, click on the "LIVE Help" button you will see in the top right corner of your browser on CSC Library web pages.

Frequently Asked Questions

Who can use LIVE Help?
This service is intended primarily for current students, faculty and staff of the College of St. Catherine. However, anyone accessing the CSC Library web site from any location will be able to use this service. We can provide only limited assistance to those outside the campus community.

What software is required?
LIVE Help uses a Windows-based plug-in program to operate. Currently there is no Macintosh version available. Windows 95 through Windows XP operating systems will work with Live Help. Both Internet Explorer (versions 4.x, 5.x, and 6.x) and Netscape (version 4.x) are supported by the software.

Can I use LIVE Help from on campus?
Yes, but you may have problems depending on the computer you are trying to use it with. The software works on Windows computers only. Also, you may receive an error message requiring you to have administrative access before you can install the LIVE Help plug-in. If you receive this message on your office computer, please contact Computing at 690.651.6402 or helpdesk@stkate.edu. If you receive this message on a computer in one of the labs, you will be unable to use LIVE Help on that computer.

Can I use LIVE Help from home?
Yes, if you have a Windows computer with the LIVE Help plug-in downloaded on it. See above for the link to download the plug-in. Note: modem speed will affect response time of service. Home firewall software may cause interference with service.

What if I can't get through or no one answers?
The service is available limited hours. If the librarian is busy with another "call", you will see a message asking you to wait. You may also telephone a reference librarian or email us your question.

What kinds of questions can I ask?
All questions are welcome! Librarians can answer questions about library services & resources, teach you to use CLICnet (the library's online catalog) and library databases, and help you find information on the web. However, for complex requests we may suggest further consultation options, including email reference and in-person assistance.

Are chats monitored or recorded?
All chats are recorded in a transcript. After a chat session, you will be sent the transcript via email. We retain an archive of chat transcripts for statistics and quality control purposes. These transcripts will not be shared with anyone other than library staff.

Why do you ask for my name and email address?
We will email the transcript to you if you request it during the call. We may also contact you later requesting feedback on the service you received.

Does LIVE Help software use cookies?
No.

Helpful Hints

1. Before you connect to LIVE Help, make sure your browser is showing all toolbars. This will increase the size of the text chat box you will see. To show hidden toolbars, choose "View" or "Show" in your browser's menu bar. If you still are not seeing all of the messages, you can scroll up in the chat window to view the rest of the message.

2. Don't use the "&" symbol when you are chatting. It cuts off any text you type after that.

3. The software "remembers" who you are from session to session, but subsequent users on public computers may be misidentified. It is a good idea to identify yourself to the librarian when you begin a session.

4. You may not be able to put text into the chat box when a librarian is pushing web pages to your computer. Just wait and you should be able to type again soon.

5. It may take some time for your screen to load on the librarian's computer when you are sharing browsers. Be patient while waiting for a response from the librarian.