Research Services
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.
