Research and Reference Services
The library uses a tool called LibAnswers to track transactions across all departments. The system includes ticketing and a dashboard that allows us to track the nuances of customer service with precision. It provides data on who is asking questions, where they are located, when a question is asked, which staffers respond, and how it is answered. This quarter there were 565 inquiries/transactions across all library departments. Of all transactions for the quarter, 230 were "reference" transactions and 151 of those reference transaction came from VDOT personnel, while 79 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 (151 total). Transactions added to those not affiliated with VDOT (79 total) added up to 230.
The library completed two literature searches this quarter. One was for a VTRC researcher, which is a regular occurrence, but the other was for a research team at the University of Virginia. That marks the first time the library has conducted a search for UVA researchers not working on a VDOT project:
1. Structural and Mechanical Properties Of Stainless Steel Prestressing Strands Used In Concrete Bridge Beams: A Literature Search (Compiled for Bernard L. Kassner, PhD, P.E., VTRC Research Scientist, 7 pages)
2. The Design and Historical Evolution Of Safety Rest Areas: A Fast-Tracked Literature Search (Compiled for Erich Purpur, Science and Engineering Librarian, University of Virginia, 15 pages)
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