Chat FAQ

Chat Research Assistance is available on most Library pages from the Ask a Librarian icon on the lower right side. Click the icon to start your chat session. You can also text the Ask a Librarian service at (415) 933-0385, and we'll respond through our Chat service.


Who can use Chat services?

Priority is given to SF State students, faculty, and staff. Questions are taken in a first-come-first-served order.

Who receives my Chat message?

On weekdays, messages are received by a library employee. If we are already assisting another patron, you may not get an immediate response. Please be patient; we will get to you!

What if I don't get a response?

Try another Ask a Librarian service on the Research Help page.

When can I use Chat?

24/7. Local chat service is available most weekdays and during other hours (overnight, weekends, and on campus holidays), librarians from other colleges and universities provide help.

What kinds of questions can I ask via Chat?

Ask any library or information related question and we will do our best to guide you. However, because Chat services depend heavily on online resources, questions requiring a detailed response or a variety of resources may be referred to another library reference service. Research Assistance service includes an element of teaching that empowers users to become increasingly independent users of information resources.

What about privacy?

SF State's J. Paul Leonard Library is committed to privacy protection. Information collected via any of our research assistance services, including Chat, is not shared with third parties. We will do our best to delete any personal information (ID, personal e-mail address, etc.) that happens to be collected through the Chat service. Read about your Privacy Rights. Read about Library Ethics.

J. Paul Leonard Library – Research Assistance Philosophy

Librarians at the Research Assistance Desk of the J. Paul Leonard Library are committed to user-centered and approachable reference services. Our purpose is to provide relevant point-of-need services, resources, and information that support the education and research activities of University students, faculty, staff and members of the community. Our goal is to teach and enhance information skills that are necessary for academic success and in life-long learning. We proactively respond to users' changing needs by continually evaluating their expectations and realigning services to better meet those needs.