'Gathering meaningful statistics Using KnowAll Enquire at John Paul II Library NUI Maynooth' case study by Laura Connaughton delivered at #ASL2014 conference Dublin Feb 27th
1. GATHERING MEANINGFUL STATISTICS
Using KnowAll Enquire at John Paul II Library
NUI Maynooth
Laura Connaughton
Assistant Librarian
Library Information Services
Laura.Connaughton@nuim.ie
2. 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
3. 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
4. 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
9. EXCEL
Cons:
Data Entry
Laborious
Time Consuming
Requires
knowledge &
ability to
manipulate figures
How do we collate
these figures in
one go?
13. 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
14. 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
15. 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
16. 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
27. 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
30. 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
31. 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
32. 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.
33. 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!
34. 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
36. 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