Research Services
In FY16 Q4 the library transitioned from the EOS Reference Tracking software (used from 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 support requests 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 takes us to respond. This quarter there were 343 total transactions, 318 of which were from VDOT personnel, 119 of which were from VTRC, and 25 of which were from Virginia residents, other libraries, or “unaffiliated” customers.
