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. This quarter there were 456 total transactions, 192 of which were "reference" transactions. Of those, 98 were from VTRC personnel, 40 from VDOT employees in other parts of the agency, and 4 were from non-affiliated customers.
The table to the right shows reference and research questions the library received by district/division this quarter (192 total). Added to questions received from non-affiliated sources (4 total) added up to 192.
The library completed 6 literature searches this quarter (two were internal) for VTRC researchers and VDOT staff:
1. Recycled Coal Bottom Ash In Transportation: A Literature Search for Case Studies, Testing Methods and Environmental Considerations
(Compiled for Michael Sprinkel, P.E., VTRC Senior Research Scientist, 63 pages)
2. Exploring the Benefits and Limitations of ‘Harmonized’ e-Scooter Regulations spanning Multiple Jurisdictions: A Literature Search
(Compiled for Houda Ali, PMP, VDOT District Land Use Permit Manager, Fairfax and Arlington Counties, 34 pages)
3. Potential ‘Best Practices’ For Virginia Transit Agencies to Consider In Response to COVID-19
(Compiled for Catherine C. McGhee, P.E., VTRC Director of Research and Innovation, 9 pages)
4. State DOT Design Guidelines for Emergency Detour Routes And Statewide Incident Management Plans: Phase Two Of A Search On the Design of Detour Trailblazing Signs
(Compiled for Mo Zhao, Ph.D, and Chien-Lun Lan, Ph.D., VTRC Senior Research Scientists, 6 pages)