Chat Research Policy and Frequently Asked Questions (FAQ)
What is chat research?
Chat research uses Instant Messaging (IM), which is real-time text communication between two people online.
What is Digsby?
Digsby is a Web-based service which allows Phoenix School of Law students, faculty and alumni to ask questions of a PSL Librarian through instant messaging via a widget on our website.
How do I use Digsby instant messaging?
Type your question in the smaller white box, that appears as speech balloon from Digsby. Once you've typed your question and hit Enter, a Librarian will respond as soon as possible (not necessarily immediately) during normal Research Help Desk Hours. These hours are: Monday-Thursday: 9:00 am to 7:00 pm, Friday: 9:00 am to 5:00 pm and Sunday: 11:00 am to 5:00pm. Research hours change during breaks and intersessions. You can find the Legal Research Help Desk current hours here.
Do I need to identify myself in order to use chat research?
You do not need to identify yourself. You may remain anonymous or click where it says “Edit Nickname” to identify yourself. Currently the Phoenix School of Law Library is not open to the public. Therefore, Chat Research is limited to Phoenix School of Law students, faculty, and alumni. The librarian may ask if you are a student, faculty, or alumni.
Who will see my message?
Only the Librarian on duty. Other students and staff will never see your communications via Chat Research.
When can I send you an instant message?
Chat Research is only available during normal Legal Research Help Desk hours: Monday-Thursday: 9:00am to 7:00pm, Friday: 9:00 am to 5:00pm and Sunday: 11:00 am to 5:00pm. Research Help Desk hours change during breaks and intersessions. You can find the current Legal Research Help Desk hours here. Even during these times, Chat Research may not be available due to various circumstances. In-person patrons are given priority. We will help you as soon as possible.
What do I do when Chat Research is not available?
You can contact the Legal Research Help Desk via email and a Librarian will get back to you as soon as possible, usually the next day. Alternatively, you can wait until normal Research Help Desk hours resume to contact us via instant message, phone, or in person. Please visit Ask a Librarian.
Why can't I see the Digsby box?
If you are using your own computer you will need to download the latest Adobe Flash player to see/use the widget. It is available for download at http://www.adobe.com/go/getflash/. Because the Digsby widget uses Adobe Flash player it may not work on mobile devices such as smart phones and tablets.
Why can't I type anything into the box? Why doesn't the widget do anything when I hit Enter?
The Digsby widget occasionally has problems loading due to various reasons, depending on the hardware and software you are using. If Digsby is not working for you, first try to refresh your Web browser. If that doesn't help, try a different Web browser. If you are still having problems, contact the Legal Research Help Desk via phone at 602-682-6898 or email.
What types of questions can I ask?
Please see our Research Policy page for the types of questions we can and cannot answer. Due to the volume, nature or frequency of research questions, we may request that you come into the library to conduct your research. Our chat service is intended to provide information to patrons who have occasional questions regarding legal research rather than to substitute for patrons doing their own research. Complicated or long questions are best restricted to phone or in person settings. We will advise you when your question is not suitable for chat research.
