UNIVERSITY PARK, Pa. — In an era of rapid digital transformation and evolving research needs, Penn State University Libraries’ "Ask a Librarian," or ASK, service continues to provide personalized, expert assistance to thousands of students, faculty and researchers across the global Penn State community. The ASK service is accessible via live chat, email, text message and scheduled appointments.
According to the University Libraries’ latest reference analytics reports, as sourced from its LibAnswers-based platform, library staff assisted more than 28,000 users during the fall 2025 semester through both in person and online services, reinforcing the vital role of expert guidance in the academic research process.
A collaborative approach to assistance
While digital tools are more accessible than ever, the human element remains paramount. More than 75% of interactions occurred in person at various library locations across the commonwealth, demonstrating a strong preference for face-to-face consultation.
The Libraries’ digital presence also saw heavy traffic during the fall 2025 semester, supported by a dedicated team of 79 library faculty and staff who successfully answered more than 2,000 live chat questions. Beyond live chat, an additional 4,600 transactions were handled through the Ask A Librarian ticketing system direct emails and phone calls, ensuring help was available through every student’s preferred communication method. Response times remained a key highlight:
- 44% of email inquiries received a response within just one hour.
- More than 85% of emails were addressed within a 24-hour window.
High user satisfaction
Users have expressed overwhelming satisfaction with the support provided by Ask a Librarian services, which earned an average user satisfaction rating of 3.8 out of 4 last semester. According to Tom Reinsfelder, reference services coordinator and head librarian for Penn State Mont Alto and York campus libraries, recent feedback from students and other users highlight the personal impact of library employee expertise with responses such as:
- “Literally the best library service I’ve ever had”
- “The experience is excellent. Librarians are knowledgeable and quick to respond, and I could not expect more”
- “Outstanding service!”
About ‘Ask a Librarian’
The ASK online reference service offers comprehensive support for everything from brief inquiries to in-depth research needs and is designed to complement rather than replace traditional in-person reference desks. The service provides the convenience of the web while maintaining the essential “human touch” of traditional services, connecting Libraries users with experts who can help untangle complex research questions and discover world-class resources.
“Whether students need help locating specific books, discovering expert resources, or addressing complex class assignments, the ASK service remains a free and accessible gateway to Penn State’s vast academic network and its broader mission to provide equitable access to information,” said Reinsfelder.
For more information or to start a research session, visit the Ask a Librarian homepage.