If the research help desk is not staffed, before giving suggestions to the user, ask them questions to indicate where you should direct them on the Library website. If their question is complicated and in-depth, give them the email for the reference account: firstname.lastname@example.org, and let them know their question will be answered in 24 hours.
You can recommend that they:
Take a look at the Help page in the upper right hand corner of the Library homepage:
Click on Databases on the top of the page:
Use the drop down menu that says "Choose a subject":
Or make a calendar appointment with a librarian. Click on Research Help under Departments at the bottom of the home page:
Then select "meet with you for a consultation":