Chat Privacy & Confidentiality

Cornell University Library respects the privacy of its patrons and protects their confidentiality.

Our chat privacy policy is intended to let patrons know what information is collected by our chat service and how it is used.  

The Cornell University Library keeps a staff-use-only database of all of chat transcripts. After 90 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 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 Library.

The database is hosted on remote servers by our chat software, OCLC QuestionPoint. OCLC QuestionPoint has its own Patron Terms of Service Policy (PDF) which includes this privacy statement: "Any personal information collected is disclosed only to the extent necessary to fulfill your request for information."

If you would prefer your chat transcript be deleted from the database, please email Please send the date and time the chat started.