Research Services
The library is now using LibAnswers with LibChat, a communications and social media platform system that tracks reference transactions in great detail. Now, for transactions that have multiple parts (as most do), all significant parts of the transaction will be reflected. 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 523 total transactions, 447 of which were from VDOT personnel, 164 of which were from VTRC, and 76 of which were from Virginia residents, other libraries, or “unaffiliated” customers.
