How is chat information stored?
Transcripts of all virtual reference interactions (chat, text message, and e-mail) are stored in a secure, online database. This data may also be downloaded to secure storage on the library's servers by the virtual reference administrator.
What are the transcripts used for?
The JWU Library periodically accesses these transcripts to evaluate service quality and generate statistical reports. The library does not provide transcripts to anyone outside the library, and when qualitative studies are conducted by the library, all identifying information is removed from the transcripts.
Can a user choose to not have their data recorded?
Any patron that prefers not to have their transcript stored in the library’s secure database may say so during the transaction.
Policy Approved on 12/8/11