Allen County Public Library Launches New Live Chat Reference Service

The Allen County Public Library (ACPL) is making it easier than ever for patrons to get help with a new Live Chat Reference service, now available on the library’s website. The free service connects users in real time with a network of trained librarians across the country who can answer questions, assist with accounts, and help patrons make the most of ACPL’s wide range of resources—without the need to call or visit in person.  

Live Chat Reference offers extended hours of availability, making library help accessible when it’s most convenient. Patrons can receive assistance searching the catalog, placing holds, renewing materials, checking due dates, and resolving account questions. Staff can also guide users through popular digital resources such as Libby, Hoopla, Kanopy, and Flipster, helping patrons easily access eBooks, audiobooks, movies, and magazines.  

In addition to materials and accounts, Live Chat Reference provides information about branch hours, parking, closures, programs, meeting rooms, printing, and more.  

“This new service meets people where they are—online,” said Tonya Frandle, Public Services Manager at the Allen County Public Library. “Whether someone needs help finding their next great read, downloading an eBook, or understanding their account, Live Chat gives our community fast, friendly access to real people, right when they need it.”  

The service first became available in early January and has already engaged in more than 200 conversations from patrons via the chat reference tool.  

The service is available Monday through Friday from 8 a.m. to 11 p.m. ET, Saturday from 9 a.m. to 9 p.m. ET, and Sunday from 12 p.m. to 5 p.m. ET. It is available in multiple languages for non-English speakers.  

To use Live Chat Reference, visit acpl.info and click the chat icon on any page.