Terms and conditions

Service availability

The Ask a Kent Librarian service is staffed by Kent Libraries and Archives librarians:

Monday - Friday 9am - 6pm
Saturdays - 9am - 5pm

We aim to answer or acknowledge enquiries within 2 working days.

Eligibility

The service is aimed primarily at users residing, working or studying in Kent. However questions from enquirers outside the county are answered when relating to Kent and as part of our participation in the Enquire 24/7 service (this link opens in a new window).

Chat service 

When using the chat service the librarian will often send you a web page. This facility requires the use of pop up technology. If you have pop up blocking software on your computer, the window will not open. However, if you click on the hot link in the transcript (the underlined 'www' address), you will be able to open the page and go back to the chat screen to let the librarian know if any further information is required.

Acceptable use

The purpose of this service is to provide you with guidance from trained library staff in your pursuit of information.

In our experience the vast majority of interactions with people are extremely positive and lead to a successful outcome. However, as a precaution and to ensure that we are able to help as many people as possible we have established some guidelines.

The following constitute unacceptable use of the service:

In addition please note that:

• the person in whose name the email address is used is responsible at all times for its proper use
• any user's traffic that crosses another network may be subject to that network's acceptable use policy.

The service manager and/or scheduled librarian reserves the right to:

• terminate a transaction deemed offensive
• terminate a transaction with any user who does not follow the acceptable use policy or is deemed purposefully vexatious
• ban from the service a user who does not follow the acceptable use policy.

Acceptable questions

Every effort will be made to answer your questions and help you to find the information you require.

Please be aware that a librarian may need to contact you for further clarification. To enable staff to answer your query as speedily as possible, ensure that all relevant details are included in your question, including the level required and where you have previously looked (if appropriate).

There may be times when we cannot answer your query and you will be advised accordingly. The following illustrates when this situation applies:

• Out of scope questions - there may be transactions in which members of staff do not have the expertise or resources to respond satisfactorily. Staff will endeavour to provide you with suggestions on how best to pursue your search.
• Inappropriate use of staff time (see section on acceptable use and notes below).
• Requests for "illegal" material (pornography etc).

Please note:

• We can only provide answers from documented sources. We cannot offer opinions or guesses.
• We aim to provide or signpost you to the information or answer you need. We cannot offer interpretation, guidance or advice, though we will try to provide a source of support if required.
• We cannot undertake wholesale competition entries on your behalf.
• We will help by pointing you to information sources but we cannot provide written essays in answer to your questions.
• Exhaustive literature searches are beyond the scope of 'Ask a Kent Librarian'. You can search our catalogue online or visit your nearest public library for assistance.
• Renewals and computer bookings should be done either via the relevant online facility or by calling 0300 333 6022.

Confidentiality/Data Protection

Any personal information that you provide will be used only for purposes necessary to serve your needs, such as responding to an enquiry or other request for information (this may involve redirecting your enquiry or comment to another person or department better suited to meeting your needs), and to gain your feedback.

To ensure efficient enquiry management and enable us to monitor service quality and performance, your details and that of your enquiry will be logged into our enquiry database.

Liability

Kent Libraries and Archives does not guarantee or warrant any information or materials contained in or produced from any of the resources we make available on our premises or remotely; nor the accuracy, completeness or reliability of such information or service. Should you have any question about the integrity of the data, we can facilitate your dealings with the supplier.