Getting Connected and Staying Connected to MassAnswers

Internet Browser Requirements

• Internet Explorer 6, Netscape, Firefox, Opera or Safari
• AOL Users should use a standard browser, not the AOL browser
• A connection to the Internet (the better the connection, the better the experience)

Operating Systems Supported

Windows 95 / 98 / 2000 / NT 4.0 / XP
At this time, MassAnswers may be accessed only from computers with a Windows 32-bit operating system. Operating systems such as Be, Linux, Unix, or WebTV, will not be able to use the service.

Macintosh
MassAnswers may be accessed using a Macintosh computer, but will not be able to two-way co-browse to web sites with the Librarian. The librarian should be able to send web pages to the patron. 

Patron wanting to use cobrowse

Minimum System Requirements:

• A web browser: Microsoft Internet Explorer 6
• Microsoft Windows (2000 or XP)
• A virtual machine (Java engine) from either Microsoft (version 1.1.4) or Sun Runtime Environment 1.4 or 1.5
• A connection to the Internet (the better the connection, the better the experience)

"Session" cookies must be enabled on your browser.

Per-session cookies are used to store state information only within a session. These cookies are cached only while a user is visiting the Web server issuing the per-session cookie and are deleted from the cache when the user closes the session.

Information on Firewalls

If you have a software firewall enabled, such as Norton Internet Security, you may not be able to see chat from the librarian after you connect. If you experience such a problem, please exit the service, and, if you wish to reconnect, disable the firewall before you do so. Remember to re-enable the firewall after the session is over!

If you do not want to disable the firewall, please try to be as thorough as possible when asking your question, because the librarian will not be able to chat with you. You will receive an email response within 10 minutes of termination of the session containing either the answer, or a request for more information in order to answer the question.

Why We Need Your eMail Address

The email field is needed and in some libraries may be required. If you want to receive a complete transcript of your session with the librarian, including all chat and links to web sites visited, you must enter an accurate email address. If you do not have an email address, or do not wish to have a transcript sent to you, you may be able to leave that field blank if your library has not made it a required field.

Session Information

We are prepared to answer reference questions and provide brief information about your local library. The normal session is less than 15 minutes. The librarian can either give you the answer, or show you how to find the answer yourself next time, if you like.

Please do not try to bookmark (add to favorites) or print anything during the session! At the end of the session, you will receive a list of live links, which will allow you to go back and visit all of the pages the librarian showed you. You can bookmark anything you want at that time. If you try to bookmark during the session, you may experience a disconnect.

Once you have clicked the connect button on the right side of your browser window, please do not use your "forward", or "refresh" buttons, from your browser or you will be disconnected!

There are forward, back and refresh buttons within the software's shared webpage frame that you can use. If you must open a second browser for any reason while connected, please use the "start" menu or taskbar shortcut, not control "n" or File "New". If you do so, you will crash.