Published on March 7, 2014
GATHERING MEANINGFUL STATISTICS Using KnowAll Enquire at John Paul II Library NUI Maynooth Laura Connaughton Assistant Librarian Library Information Services Laura.Connaughton@nuim.ie
TODAY’S PRESENTATION Discuss the shift in JPII Library from paper based enquiries to online based enquiries What KnowAll Enquire is and how it was adapted for practical use in JPII Library How KnowAll Enquire can improve the user experience through the process of tracking the enquiry from origin through each stage of the enquiry handling process Challenges and opportunities presented by an online enquiry management package Advice for others considering a similar model
ENQUIRY MANAGEMENT @ NUI MAYNOOTH LIBRARY Metrics are becoming more and more important in terms of demonstrating library work and value NUI Maynooth Library – new building, new facilities, new resources – we want to be able to demonstrate our value and commitment to teaching, learning and research at NUI Maynooth First academic library in Ireland to purchase KnowAll Enquire KnowAll Enquire helps us monitor enquiries and generate meaningful statistics which means we can monitor and improve our service and prove our value
WHY INTRODUCE A ENQUIRY MANAGEMENT PACKAGE? Opportunity to streamline all our enquiries into one central point Ability to measure customer enquiries, for example, amount of enquiries, time taken, busy/quiet times etc. Opportunity to improve the customer experience by having a bank of knowledge/FAQs Provide clarity for library staff – ability to see if enquiries are answered/resolved, what the answer is for future reference With our new library, we expected library usage to increase and were being proactive in terms of gathering metrics
NEW LIBRARY NEW SERVICES AT NUI MAYNOOTH NEW OPPORTUNITIES!
WHERE OUR LIBRARY ENQUIRIES COME FROM Chat Email Walk Ins Appointment Online form Phone Enquiries by Type February 2014
Pre-2014 Paper Based Information Desk Statistics Sheet
Pre-2014 Paper Based Admission Desk Statistics Sheet Where did these statistics go? ...
EXCEL Cons: Data Entry Laborious Time Consuming Requires knowledge & ability to manipulate figures How do we collate these figures in one go?
KNOWALL ENQUIRE KnowAll Enquire is an enquiry tracking software package which tracks all types of enquiries right through from initial enquiry to meaningful statistics and reports with a view to improving the customer experience and track the enquiry from origin through each stage of the enquiry handling process. How does it work? It captures initial enquiries made at the Information Desk, via walk-ins, online form, email or library chat We can assign queries to people i.e. share the workload according to location, specialist subjects and availability By monitoring the enquiries we can ensure that questions are answered We can search answers thus sharing knowledge and see how similar enquiries were answered previously The software is capable of providing very accurate statistics and reports which means we will be able to improve our service We can publish FAQ’s meaning enquirers can help themselves with straightforward queries
TIMELINE Autumn 2012 - Enquire purchased Autumn/Winter 2012 - New library move Spring 2013 Visit to University of Warwick, UK Beginning initial design of NUIM Library prototype Working closely with Bailey Solutions in setting up the technical spec of Enquire Summer 2013 Dedicated staff member - Edel Cosgrove, Library Assistant Software design & testing Autumn/Winter 2013 Staff training and launch Spring 2014 Continuing roll-out to all library staff
WHERE WE ARE NOW “We’re not there yet, but we’re getting there” Irish Rail, circa 2004 Rollout and training to all Library staff and departments Import of student data, collaboration with NUIM Computer Centre Continuing software changes Online form on website
LIBRARY DEPARTMENTS 1. Information Desk 2. Admission Desk 3. General Collections & Finance 4. Special Collections & Russell Library 5. Digital & Electronic Collections 6. Information Literacy 7. Subject Librarians 8. Library IT Development
INTERFACE – INFORMATION DESK
INTERFACE – ADMISSION DESK
INTERFACE – SUBJECT LIBRARIAN
SAMPLE FORM FOR AN ENGLISH ENQUIRY
REPORTING – SOME EXAMPLES NUIM INFORMATION DESK (BY HOUR) SHOWS ENQUIRIES BY HOUR OF THE DAY AND GIVES PERCENTAGE
NUIM INFORMATION DESK (BY CONTACT METHOD) SHOWS ENQUIRIES BY CONTACT METHOD AND GIVES PERCENTAGE
NUIM ADMISSION DESK SHOWS ENQUIRY COUNT FOR ADMISSION DESK
NUIM SUBJECT LIBRARIANS (WORK IN PROGRESS) SHOWS COUNT BY TIME AND SUBJECT
Library Infograph How we share information with our library users We let people know what we do and how busy we are year round Libraries need to proactively show our value and KnowAll is key to us demonstrating this in a variety of ways
Challenges Benefits Advice
CHALLENGES BENEFITS Cost Time Time Easy to access and see previously answered queries Demonstration of value and time Clarity of workflows Set Up Testing Rollout and Training Change
BENEFITS FOR STUDENTS When KnowAll Enquire is 100% customised, students and library users will be able to search FAQs for selfservice answering of queries with instant answers Students can be assured that enquires will not be ‘lost’ in the process of referrals from desk to department Online Form – students don’t need to know exactly who should get their query, less time consuming
BENEFITS FOR STAFF One dedicated system for receiving, tracking and answering enquiries Do away with paper-based enquiries, all in a central location Potential to enhance our customer service through consistent answering and knowledge bank Each library team can monitor their own enquiries
BENEFITS FOR MANAGEMENT Reporting of metrics and statistics an excellent feature The level of detail in the reports has the ability to dig down to both quantitative and qualitative information Ability to improve customer service, e.g., what is the most asked question re. databases, do we need to do more training/advertising? Gives an overview of busy/quiet time data to inform of changes to opening hours etc.
ADVICE Having a dedicated person to work on the software set-up side is a huge advantage You need the time to learn the product and how you want to use it. The capability is huge, you need to be able to harness it Emerging body of literature about development of statistical packages – we made our decision informed by practice and met Bailey Solutions at LILAC 2012 Visited site before purchase (A&L Goodbody) and after purchase (University of Warwick) Remember it’s not an ‘overnight’ product. We still have lots of work to do on it including student import, diversion of emails into Enquire, more training and rollout. Be patient!
THANK YOU Laura Connaughton & Edel Cosgrove John Paul II Library, NUI Maynooth Laura.Connaughton@nuim.ie / 01 708 3429 Edel.Cosgrove@nuim.ie http://library.nuim.ie
CONTACT KnowAll Enquiry Management from Bailey Solutions www.knowallenquire.com email@example.com
CREDITS NUI Maynooth KnowAll Enquire http://nuim.knowallenquire.co.uk/Home.aspx “Eggs in One Basket” Image http://thisishowtodostuff.com/wp-content/uploads/2013/01/Putall-of-your-eggs-in-one-basket.png J. Gabe Gossett, Elizabeth Stephan, Rebecca Marrall, (2012) "Implementing reference statistics collection software at multiple library service points", New Library World, Vol. 113 Iss: 5/6, pp.235 - 248 All photos by kind permission of Alan Monahan, NUI Maynooth Library
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