n March of last year Virginia Governor Ralph Northam declared a state of emergency and by the 17th of that month VDOT Commissioner Brich advised office employees to work remotely, so all four library staffers gathered essential equipment and started to "work from home." In months 10-13 of the ongoing pandemic we are cautiously optimistic, but still awaiting guidance on a more significant "reconstitution" of the workforce at VTRC (where the library is located). To date only Barb Neyman is staffing the library in person, and only one day a week.
We made progress this quarter in how we manage LibAnswers, a system that allows us to answer virtual reference responses from a single online "dashboard" where we have automated the routing of: e-mails, online forms, text messages, and chats. We implemented the system in 2015 and since then have been deciding how we prefer to manage tickets. Some tickets were answered but never "closed." We realized we needed to close all old tickets to implement a new Quality of Service feature (see below), which sends a satisfaction survey to patrons as tickets close. To be sure patrons did not get surveyed on questions they asked long ago, we did some "spring cleaning" on old tickets, after which we turned on the survey instrument. As a bonus we now have fewer tickets in the dashboard, which helps us stay focused.
Also Worth Noting:
'Quality of Service' Survey for LibAnswers Goes Live
This quarter the library implemented a new qualitative feedback loop on our LibAnswers ticketing system. It took some time and testing, but we configured the system to randomly send a blind e-mail survey to 25% of tickets as we complete them. Patrons can anonymously respond by selecting from a 4-point scale, after which they are given to add an open-response comment. We are starting to get responses and will tabulate them next quarter.
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