About CU Library : Policies : Online Chat Privacy and Confidentiality

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Cornell University Library respects the privacy of its patrons and protects their confidentiality according to CUL guidelines: http://campusgw.library.cornell.edu/about/policyConfidentiality.html

Our online privacy policy is intended to let patrons know what information is collected by our chat service and how it is used. The chat software we use (24/7) also has a privacy policy, posted at http://www.247ref.org/portal/247priv.htm

The library keeps a staff-use-only database of all of the transcripts produced by 24/7 (the software used for chat). The database is used to analyze the amount and types of questions we are being asked. This helps us to provide better service to all patrons.

After 30 days, patrons' names and email addresses are automatically erased from the transcript by the software and only the content of the transcript is retained in the database.

The database of transcripts may be used to compile statistics about chat usage and for research to help improve online reference service. Excerpts from transcripts may be used for reports or publications. Personal information (e.g. IP address, email, names, phone numbers, etc.) that might be included in the body of a chat transcript is not shared outside of the CUL library system.

To have your chat transcript deleted from the database, please email vac11@cornell.edu. Please send the date and time the chat started.

24/7 also retains chat transcripts (stripped of personally identifying information after 30 days). For information on 24/7's privacy policy, see http://www.247ref.org/portal/247priv.htm