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Library Quarterly Report FY18 Q3: January-March 2018

 

Library Staff Named VTRC 'Employee of the Year'

Library staffers (left to right): Haddis Abebe, Gil Kenner, Barb Neyman, Becky Ernest and Ken Winter (with supervisor Dr. Amy O'leary).

From left: Haddis Abebe, Gil Kenner, Barb Neyman, Becky Ernest (Supervisor Amy O'Leary), and Ken Winter.​

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embers of the VDOT Research Library were collectively recognized as "Employee of the Year" by the Virginia Transportation Research Council (VTRC) this quarter for implementing a new, publicly accessible Library Websitewhich includes Live Chat, Research Guides, FAQ and a ticketing/dashboard system for processing requests.

 

Staffers were honored "for excellence in productivity and customer service" with an emphasis on the results achieved from new Site, powered by Springshare's LibGuides CMS, which dramatically improves the ability of library patrons to engage in "self service" and helps library staff respond to customer support requests received via online forms, e-mail, live chat and even SMS text message...all of which are directed into an online customer service dashboard and ticketing system. 

 

Springshare has featured the VDOT Research Library as an example of how a "special library" can configure LibGuides as a "whole Website."  In fact, the library's new site is comprised of multiple elements and "modules." It has informational pages, an online library FAQ, and Research Guides to help customers with specific subjects, processes and resources, and an E-newsletter called Connections

 

In 2005 the library won the Commissioner's Award for Outstanding Achievement by making those holdings more accessible through an online library catalog accessible to everyone in VDOT. Shortly thereafter the library changed its name to the "VDOT Research Library" to reflect its efforts to serve VDOT employees in all districts and divisions.

 

HTTPS Migration and Error Screens
While the library's HTTPS migration last quarter was successful the McAfee Web Gateway software used to monitor VDOT Web traffic "cached" library pages as HTTP, causing error screens to appear when VDOT employees tried to access our resources at the start of this quarter. The solution was to remind VDOT users to click the message "Continue to this Website (not recommended)" when using library Web pages. We only needed to do this for two weeks before McAfee was updated. 

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