Thanks to everyone who responded to my request for information. Below is
a brief summary.
There were 14 responses. 11 academic, 3 public library.
1. The type and level of service provided.
Most institutions provided some form of email enquiry service with some
using web-based forms for input. About half offer FAQ's, but no one
offered search only.
2. To whom is the service available?
The majority of academic libraries offered services to institution
members only, although two would respond to anyone but not in any great
depth. At one institution non-members could view previous questions. 2
Public library services were available to all.
3. Who answers the enquiries?
Most academic libraries used professional staff to respond to enquiries.
In the majority of cases messages were forwarded to the appropriate
member of staff, but in some cases messages were dealt with by whoever
was on the desk rota. One public library had a call centre team of
professional and para-professional staff.
4. Is there a set response time for replying to enquiries?
Response times varied from no set time limit to within a working day
5. What use is made of the service?
Replies varied: Small but regular - Not too onerous - 680+ since Sept.98
- 500 emails per year - 500+ since Sept.00 - Increasing due to
part-timers and distance learners.
Any other information / comments about your experience would be greatly
appreciated.
Comments included: Test web forms again and again - users very cryptic -
email enquiries used as out of hours service - use of real-time
software.
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