Since 2016 the library has used Springshare’s LibAnswers to record patron interactions. The online ticketing system allows us to track the nuances of customer service with precision and provides data on who is asking questions, along with a variety of transactional data. This quarter there were 397 total transactions, 132 of which were "reference questions." Of those, 39 were from VTRC personnel, 61 from VDOT employees in other parts of the agency, and 32 were from 'Other' or non-affiliated patrons. Both reference transactions and "all transactions" were slightly below average this quarter.
The table to the right reflects the number of reference and research transactions the library had by district/division this quarter (100 total). Transactions added to those not affiliated with VDOT (32) totaled 132.
The library provides a literature search and synthesis for patrons. The service is quick but thorough and each search is delivered to meet the requestor's specific needs. This quarter we received and completed one request:
1. Maintaining Virginia’s Roads, Paved And Unpaved: A Search For Safety Best Practices (Edward J. Hoppe, Ph.D., Associate Principal Research Scientist, 30 pages)