2. Knowall Enquire in NUI Maynooth
• 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. Why?
• 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
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. Where do our Library Enquiries come
from?
Chat
Email
Walk Ins
Appointment
Online form
Phone
Enquiries by Type
February 2014
7. 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
– Online form on library.nuim.ie
– Continuing roll-out to all library staff
• Summer 2014
– Import of student data, collaboration with NUIM Computer Centre
– Continuing software changes
– Continuing adaptation for library departments
8. Library Departments
1. Information Desk (11 staff)
2. Admission Desk (11 staff)
3. General Collections & Finance (12 staff)
4. Special Collections & Russell Library (7 staff)
5. Digital & Electronic Collections (3 staff)
6. Information Literacy (3 staff)
7. Subject Librarians (7 staff)
8. Library IT Development (3 staff)
17. Students and library users will be able to
search FAQs for self-service 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
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
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.
Students Staff
Management
18. 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
Library Infograph
19. 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!
