Hello all,
Apologies if you have been asked about this before but I have been asked
to conduct a 'straw poll' into how libraries keep enquiry statistics
with a view to improving our records. At the moment we record enquiries
at the desk (in person or by phone and email) in broad categories such
as 'Subject/Resource'; 'Directional/Procedural'; 'Technical', and have a
space for enquiries over five minutes or under five minutes. Complex
enquiries that could be 6 minutes or forty get the same one tick in a
box, and we wondered how other libraries try and differentiate between
them. Sometimes we do make records of enquiries and how we dealt with
them if we think the information might be useful for future purposes,
but crucially it depends on time available (if there are queues or
ringing phones we may not get time).
Does anyone use a different way of recording enquiries to reflect their
nature and help build a truer picture of Enquiry desk activity? Any
suggestions gratefully received.
Thank You,
Alan Beard
Liaison Librarian, Enquiry Services
Birmingham City University
Birmingham City University is the new name unveiled for the former University of Central England in Birmingham
For more information about the name change go to http://www.bcu.ac.uk/namechange/official_announcement.html
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