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 487 total transactions, 155 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 3 literature searches this quarter for VTRC researchers and VDOT staff:
1. A Search for Compensatory Wetland and Stream Mitigation Strategies Used By State DOTs
(Compiled for Bridget Donaldson, Associate Principal Research Scientist, 48 pages)
2. Assessing the Practice of Motorcycle Lane Filtering: A Literature Search Focused On Safety
(Compiled for G. Michael Fitch, Ph.D., VTRC Deputy Director of Research, 34 pages)
3. Instances Of State DOTs Converting General Purpose Lanes To High Occupancy Vehicle (HOV) Lanes: A Fast-Tracked Literature Search
(Compiled for G. Michael Fitch, Ph.D., VTRC Deputy Director of Research, 11 pages)