In FY16 Q4 the library transitioned from the EOS Reference Tracking software (2007-2016) to Springshare’s Reference Analytics, part of the LibAnswers module, which includes a ticketing/dashboard for tracking inquires and a live chat function. 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. We track transactions across all library departments (including: Circulation, Interlibrary Loans and Procurement). This quarter there were 613 total transactions, 255 of which were from VDOT personnel, 204 of which were from VTRC, and 154 of which were from Virginia residents, other libraries, or “unaffiliated” customers. Statistics below show transactions related specifically to research questions:
The table to the right reflects the number of reference and research transactions the library had by VDOT district/division this quarter (178 total). Transactions added to those not affiliated with VDOT (93) totaled 271.
The library completed three literature searches this quarter for VTRC researchers and VDOT practitioners: