RefTracker

RefTracker - request management for libraries

RefTracker Reference and Request Management for libraries
�RefTracker Basic Functions � DeskStats � Request Forms � Tools and Text � Contact Methods � System Requirements �

The Altarama RefTracker Request Management System for Libraries has been purpose built to improve service and efficiency for libraries handling requests. It features:
- a single interface that links all the different ways you receive and deliver reference services - by email, by phone, by mail, by fax, in person, and via links to communications tools such as co-browsing, Instant Messaging, VoIP, and SMS/Texting;
- a comprehensive ask-a-librarian interface for clients who visit your library via your web pages, with web form layouts designed by your library without IT assistance;
- acceptance of all types of requests e.g. reference, local history, new book, ILL, and suggestions;
- response process efficiencies through tools, text and workflows specific to the library request answering function, all accessible from one page;
- controls to prevent the duplication of research work;
- system management to ensure answers are provided on time;
- intelligent allocation of questions to staff, plus the ability to pass questions between staff so that they can collaborate more effectively as a team
- a knowledge database of reusable answers and their search strategies, developed as you work with RefTracker; and
- rich statistics about all of the library's request handling operations.

In short it provides new web-based tools for the operation of reference services that take advantage of the age of the Internet. The system that RefTracker provides is variously called reference request management, virtual reference, and/or research tracking, but whatever the label, RefTracker continually leads the way in provision of access to new and exciting information and tools available on the Internet, and the efficiencies that can be gained by integrating them into an environment specifically designed for the reference function of libraries.

What is RefTracker?

RefTracker provides an environment in which all library staff can work to deliver quality information to clients using a variety of contact methods, to record statistics about the requests being handled and the effectiveness of library resources in handling them, and to utilise staff time and skills most effectively by passing questions between staff as appropriate. And for staff that specialise in research, it provides integrated access to all the information, tools, text and workflows that they require to be able to answer requests with a minimum of effort and typing. A knowledge database is developed so that when questions recur, both the answer and the search strategies used to obtain the answer are available for reuse. An ask-a-librarian interface allows libraries to insert request forms for different purposes, into their web pages without IT assistance, and to have the questions that are received handled by the most appropriate staff.

RefTracker facilitates research staff working together more effectively as a team, and it facilitates other staff participating in the reference process in a simple, quality controlled manner. It provides efficiencies for all types and sizes of libraries delivering a reference service, with its effectiveness being particularly noticeable where reference has to be delivered in more than one location, or by more than one librarian. Libraries with high research workloads, large remote user populations such as external students and corporate staff in other offices, and libraries that operate in a consortium type arrangement, either within one library, or as a group of libraries, cannot afford to miss the new levels of efficiency and effectiveness that are gained with RefTracker.

RefTracker specifically addresses issues such as timeliness of responses, quality of responses, effective allocation to rostered reference staff, ability to re-use responses to recurring questions, and statistical analysis of the reference function. RefTracker is unique in its abilities to perform these functions in a manner that is specifically designed for use in libraries.

By building the product on the latest web and Windows.Net platform, and by recognising standards, it provides a means of integrating the library's operations in a way that allows it to sit comfortably along side your library management system, no matter which library management system that is.

Central RefTracker Features

RefTracker allows clients (and staff) to submit their reference queries via a web page, via a web page used in conjunction with other electronic communications tools such as CO-browsing systems and Instant Messaging, and via specialised communications tool such as mobile phone SMS (also known as cell phone texting). RefTracker even provides assistance in setting up communication products such as Instant Messaging. Libraries create different web page forms for each of the different types of queries coming into their library, and can implement them without the assistance of their IT department. Questions received via these forms will be intelligently allocated to appropriate staff.

An acknowledgement email is automatically sent to the client on receipt of a query that is to be researched, and the query is automatically routed to the appropriate librarian's e-mail address, asking them to respond within a library determined timeframe, or to a monitored pool.

The reference librarian uses the Answer screen to research newly arrived questions, to record search strategies so they can be easily updated, and to keep other staff advised of work done to resolve the request. QuickSearch provides easy access to the librarian's usual research tools, QuickText provides easy access to standard text and forms used in answering questions, and Workflows bring them all together so that answers can be achieved in less time, with less keystrokes, and with everything needed to answer the question all accessible from the one screen. Integrated workflows simplify processes such as obtaining clarifications from clients, having copyright declarations signed, and even requesting an ILL and monitoring it progress though to return of the ILL item, where appropriate.

The Answer screen also provides easy access to all of the ways in which a client can be contacted so that clarification can be easily obtained and answers easily delivered. Imagine the freedom of being able to receive a question through your web pages or via a chat session, request and receive a clarification from your client by SMS/Texting them, offer them an online CO-browsing or Instant Messaging session to interactively explore the question, and then deliver an extended answer via an email message that provides hyperlinks to useful online information and attachments containing information from offline resources.

Queries that are unable to be satisfied can be re-routed to another librarian, or redirected to another service for responding. All information about a question and the work that has already been done on it, is accessible to other staff, and able to be passed to third parties subject to a system provided privacy review.

If the work constitutes a response, the system can automatically email the response to the client, and asks if the response should be included in the searchable knowledge database. Where an email address is not available, the system provides contact information to allow the response to be delivered in other ways.

Librarians are able to view all requests allocated to them in priority order, and reallocate, and respond, from that screen.

The system allocates a request type allowing management of all types of requests coming into the library - not just reference requests, but new book requests, equipment repair requests, complaint resolution, etc., and for each issue type the questions are handled by the most relevant staff e.g. local history questions to the local history librarian.

Responses can include URL's and attached files.

The knowledge database can be reviewed for continuing relevance of the stored information.

The comprehensive client interface allows the client to see the status of their query and amend or cancel the query, and the client can also be easily kept up to date by email e.g. if unavoidable delays occur.

System statistics are automatically maintained to enable usage patterns to be determined, the service quality to be reviewed, and to enable the effectiveness of the library's collection in resolving queries to be determined.

DeskStats provides an electronic tally sheet so that all staff handling short queries can note their statistics with as little as a single mouse click. Periodic statistical reports no longer require hours totalling tick sheets � they are produced, with more detail than ever possible before, by simply running a RefTracker report.

Images and colours used are parameterised to allow the product to be matched to a corporate web page style.

RefTracker recognises the importance of international standards to the library industry. Bibliographic data is held in a way in which it will be able to create Marc 21 compliant bibliographic and organisational records for use in your LMS, and so that information from your LMS will be able to be used in RefTracker. Altarama is a member of the NISO Committee on Standards for use within and between Networked Digital Reference Services and have developed our third party functions in such a way that we will be able to utilise this developing standard to ensure that question and answer records will also be able to be efficiently shared between RefTracker systems, and with other systems.

RefTracker is able to be supplied as an ASP/hosted solution - many libraries find the hosted solution to be convenient and cost effective. Options for up time guarantees, and high security hosting mean that this service can even be used by secure and high dependency libraries.

Major features of RefTracker (click on the topic to see more information)

RefTracker DeskStats - provides online entry of reference statistics for all staff, saving time to total results and providing far more extensive analysis than can be done from manual tally sheets.
RefTracker Request Forms - allows your library to design input forms for ALL of the different types of requests that come into your library. The forms can have as few or as many fields as are appropriate to the particular type of request and can have library defined labels and form filling instructions.
RefTracker Tools and Text - by bringing together all of the tools, text and workflows required to answer questions in one Answer screen, RefTracker utilises the power of the Age of the Internet to provide new levels of efficiency and job satisfaction for reference librarians.
RefTracker Contact Methods - offer your clients a variety of ways to access your library, and utilise whichever method is most appropriate when client contact is required - link to CO-browsing systems, offer contact by Instant Messaging, VoIP systems, mobile phone SMS/Texting, and more. Altarama even provides assistance for your library in how to set up additional ways for your clients to contact your library, and for you to contact your clients. Click here for more information about using Instant Messaging in your library's reference service.

Try RefTracker's Client Functions
You can submit questions to this demonstration system but staff do not provide answers.
The client interface is only a small part of RefTracker. Click here to request a demonstration of RefTracker's powerful staff functions.

Example uses for this product

Every library using RefTracker will find immediate benefits from reference queries being recorded and allocated, and so no longer able to be forgotten. However the most important immediate benefit for all libraries is that your "standard" responses to reference queries are all in one searchable place, the tolls that you use to search for responses, the standard text and forms that you use for answering questions, and the workflow tools bring these all together, are all accessible from the one RefTracker screen making the answering process easier, and so, more efficient. Responses will no longer have to be re-created by each librarian or as shifts change.

In particular RefTracker helps libraries with external user populations - it extends an equitable reference service to those who cannot physically visit the library, and to those attending branches not large enough to warrant a full time reference librarian.

RefTracker is particularly effective in public libraries where efficiency and quality of response must be retained even when queries have to be handed on to another shift, or branch, for resolution. Special features are currently being developed for university and state libraries with high reference workloads.

Research libraries will appreciate the capacity to reuse search strategies recorded in the history of knowledge database questions, with just a single click, and the ability to keep their client informed during an extended research period.

In short, any library with more than one reference librarian, or more than one location in which to deliver reference, will obtain service and efficiency benefits from using RefTracker, that exceed its cost.

Optional Modules

RefTracker Client File Interface - will add the ability to access a library provided client file for client authorisation and entry of client details with a minimum of keystrokes.
RefTracker Union module - will allow multiple RefTracker systems to contribute to a central shared knowledge database.

Click here to request further information about RefTracker!
or to request a demonstration of the most powerful part of RefTracker
� its comprehensive staff and administration functions

Choose a link to see additional information about RefTracker:
� DeskStats � Request Forms � Tools and Text � Contact Methods � System Requirements �

RefTracker - request management for libraries showMenus(1,'Horizontal') RefTracker Reference and Request Management for libraries �RefTracker Basic Functions � DeskStats � Request Forms � Tools and Text � Contact Methods � System Requirements �

RefTracker - request management for libraries

RefTracker Reference and Request Management for libraries
�RefTracker Basic Functions � DeskStats � Request Forms � Tools and Text � Contact Methods � System Requirements �