The library utilizes Springshare’s LibAnswers with Reference Analytics to track patron interactions/transactions, which includes a ticketing/dashboard for tracking inquires and a live chat function. It allows library staff to track customer service questions with precision. This quarter there were 511 total transactions across all departments, 436 of which were from VDOT personnel, of which 141 were from VTRC researchers. Of all inquiries, 146 were handled by the reference department, which increased last quarter's downward trend (from 192). This is an understandable trend considering the chaos caused by the COVID-19 pandemic. We suspect the disruption to VDOT is also responsible for the large increase we had in external questions (many from Virginia residents or others who would normally seek points of contact in other parts of the agency), up from an average of 15 last year to 51 this quarter alone.
The table to the right reflects the number of reference and research transactions the library had by district/division this quarter (95 total). Transactions added to those not affiliated with VDOT (51) totaled 146.
The library published only one literature searches this quarter. Since this is a "request-driven" service, sometimes we have few requests in a quarter. We did get a second request from a VTRC researcher for support that resulted in searching activity and lists of citations were delivered:
1. Effectiveness of Through Truck Restriction Signs on Virginia’s Rural Roads: A Search for Guidance
(Compiled for Benjamin H. Cottrell, Jr., VTRC Associate Principal Research Scientist, 19 pages)
2. Jhony Habbouche, Ph.D., E.I.T., VTRC Research Scientist
Searching related to the evaluation of asphalt recycling agents.