The library uses a sophisticated reference analytics product that is produced by Springshare to track library transactions. Called LibAnswers, the system includes a ticketing/dashboard system for tracking inquires as well as a live chat function. LibAnswers helps us to track the back-and-forth nuances of customer service questions with greater precision than past systems and provides data on who is asking questions, where they are located, when the question is asked (time of day, day of week), what staffers respond, what "type" of question is asked, and how long it takes us to respond. This quarter there were 457 transactions across all departments. Of those, 301 came from VDOT personnel, while 111 were from VTRC, and 95 were from Virginia residents, other libraries, or other “unaffiliated” customers.
The table to the right reflects the number of reference and research questions the library received by district/division this quarter. VDOT transactions added to those not affiliated with VDOT totaled 396 this quarter.
|Reference Transactions This Quarter|
The library completed four literature searches this quarter. The work was divided between Ken Winter, who helped establish the service a decade ago, and new librarian Rebecca Ernest. The number of searches shown below is about average for a typical quarter, however, like all services this is driven 100% by patron need and needs vary:
1. The Fifth Mode: Research and Commendary On the Commercial Feasibility of the Hyperloop Concept (Compiled for Catherine C. McGhee, P.E., VTRC Director of Research and Innovation, 54 pages)