The library is now using LibAnswers with LibChat, a communications and social media platform system that tracks reference transactions in great detail. Now, for transactions that have multiple parts (as most do), all significant parts of the transaction will be reflected. The new system allows the library to track the back-and-forth nuances of customer service questions with greater precision and provides data on who is asking questions, when (time of day, day of week), where they are located, what type of question they ask, and how long it took us to respond. This quarter there were 523 total transactions, 447 of which were from VDOT personnel, 164 of which were from VTRC, and 76 of which were from Virginia residents, other libraries, or “unaffiliated” customers.
The table to the right reflects the number of reference and research questions the library received by district/division this quarter (447 total). Questions added to those not affiliated with VDOT (76 total) totaled 523.
The library completed two literature searches this quarter for VTRC researchers and VDOT practitioners:
1. Use Of Interferometric Synthetic Aperture Radar (InSAR) For Structural Health Monitoring Of Bridges (Compiled for Dr. Ed Hoppe, VTRC Senior Research Scientist, 26 pages)
2. Evacuation Procedures For Roadway Tunnels: A Search For State DOT and Industry 'Best Practices' (Compiled for Leon Groseclose, Manager of East River and Big Walker Mountain Tunnels, Bristol District, 32 pages)