Thank you very much to those of you who responded to my message about
Enquiry Desk Software.
Here is a brief summary of the results.
There were 11 responses in all, 5 from other members asking for a
summary of results and 6 from members using various types of software.
The following Enquiry Desk Software products were mentioned:
RMS
QuestionPoint
Supportworks.
LotusNotes
SharePoint
Touchpaper
Not all respondents had direct experience of implementing or using the
software, but knew a Library where it was or had been used.
There were 3 responses concerning QuestionPoint. Two of these came from
staff at the same institution. QuestionPoint had been used, but the
service were now implementing Supportworks in a move to centralise
enquiries including the IT helpdesk, onto a single system.
Another member had experience of RMS (not very positive), Touchpaper and
QuestionPoint, and commented that "QuestionPoint is the best I've found
for phone and web analysis and support".
One member reported that they currently used an in-house system that
provides several services, using LotusNotes. Other ideas mentioned
included: A Module of your library system, in house designed Access
database, in house designed Excel spreadsheet, in house bespoke
database, SharePoint, Lotus Notes.
Two members had used Touchpaper, both from large Universities. One
member commented that they had used this product since 2000, and had
found it "very user friendly and more than adequate for our needs."
The other reported that Computing helpdesks used Touchpaper and found it
ok for telephone, referral and broken kit (and tracking your
technicians).
There were no clear conclusions to make, other than you need a clear
idea of what your priorities are for recording and monitoring enquiries
as clearly packages have their individual strengths (and weaknesses).
I'm off to look at a couple of these packages in action so the research
continues.
Thank you all for taking the time to respond.
Laura Oldham
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