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Enquiry completion rate forms and reference seminar

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Presentation on the enquiry completion rate for Reference at the Metcalfe

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Enquiry completion rate forms and reference seminar

  1. 1. November 2016 and April 2017
  2. 2. Objectives  To collect data showing the time spent on the information desk providing technology assistance to customers  To potentially use this data as a means to improve IT connectivity
  3. 3. Methodology  Conducted over 2 separate weeks, in Nov 2016 and April 2017 to provide a snapshot of the types of technical assistance provided to our customers and the time taking in doing so
  4. 4.  Form was devised and feedback sought from staff in regard to the categories of technical assistance provided  Form included the various categories of request and the time taken, either under 5 mins, 5-10 mins or over 10 mins
  5. 5. Categories  Audio/ebook/emag  Email  Internet  Mobile printing  Online forms  Photocopier/printing  Scanning/fax  Self-check kiosk  Wifi access  Word/Excel etc.
  6. 6. Form Burwood Library - Technical Assistance Recording Form Day and Date: Sunday A transaction where a staff member assists in the use of equipment or answers the enquirer's question about the use of equipment and software. Record comments about connectivity. Each separate transaction by the same customer should be counted as a new enquiry." Under 5 minutes Between 5 - 10 minutes Over 10 mins 12-2 pm Audiobk, e-bk, e-mag 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Email 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Internet Access 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Mobile Printing 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Online forms 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Photocopier/Printing 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Scanning/Fax 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Self-check Kiosk 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 WiFi Access 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Word/Excel 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Comments - connectivity Please record comments on attached sheet 2-4 pm Audiobk, e-bk, e-mag 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Email 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Internet Access 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Mobile Printing 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Online forms 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Photocopier/Printing 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Scanning/Fax 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Self-check Kiosk 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 WiFi Access 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Word/Excel 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 Comments - connectivity Please record comments on attached sheet
  7. 7.  The definition used for assistance/transaction was:  A transaction is one where a staff member assists in the use of equipment or answers the enquirer’s question about the use of equipment and software. Each separate transaction by the customer should be counted as a new enquiry  Staff were also asked to record comments about connectivity
  8. 8. Results  November 2016  Total assistance during week was 348  Highest % category was assistance with printing and photcopying at 45%, with 18% for assistance with internet access and 12% for assistance with email  Not surprisingly assistance with online forms and email took the most time, generally more than 10 mins  The total number of hours spent on technical assistance as a % of weekly opening hours 33.6%
  9. 9. Results  April 2017  Total assistance during week was 408  The total number of hours spent on technical assistance as a % of weekly opening hours 37.3%
  10. 10. Enquiry Completion Rate Survey Use & Definitions Jacinta Craine 17th May 2018
  11. 11. Enquiry Completion Rate Survey (ECR) The enquiry completion rate (ECR) survey differentiates information requests and customer service requests, but also combines the requests to create an enquiry completion rate total.  A look at what we DON’T answer  Definitions  Information requests  Customer Service requests  Complete  Not complete 11
  12. 12. What is not complete is important to too • In the beginning… the benchmark from the literature review was 59% complete o customer service was not counted • % complete has increased over time o in 1999 we hovered around 64% o 2008 around 70% o customer service started to be counted • Currently hover around the 82% for Information Enquiries and 93% when we include Customer Service requests
  13. 13. • Finding out what was NOT being answered • An increase in digital resources • Adjusting services to make them as easy to access as possible • More copies of new releases were bought and a FastBack collection created – 10 day loan no renewals • Subject gaps passed on to Collections team for possible purchase • Staff required to use new resources in order to learn their merits • Created online temporary membership so non-members could place items on hold 13 What has made the difference?
  14. 14. Definition – Information requests 14 Information requests include contact with a library customer where the service that is provided is predominantly informational/instructional, examples include; • author/title • general subject • readers advisory • local studies • genealogy • community information • literacy/ESL • community languages • technology instruction Satisfaction of these requests involves the use of one or more sources or tools
  15. 15. Definition – Customer Service requests 15 Customer service includes contact with a library customer where the service that is provided is predominantly administrative or directional. Examples include: • equipment troubleshooting • administrative customer service • technology assistance • directions to library facilities and resources • event booking
  16. 16. Technology instruction Requests for instruction/guidance with the use of technology for: o information purposes for example to search the internet or access an eresource o communication purposes for example providing instruction for the basics of online communication including email, Word and scanning o to access library services through online portals for example borrowing ebooks/emagazines, articles o to access external services through online portals for example registering with and utilising government services 16 Technology instruction v’s Technology assistance
  17. 17. Technology assistance Requests for assistance in accessing or troubleshooting library equipment. • Equipment can range from coin acceptor, to fiche readers, wireless connection, to reader/printers, scanners, self check and self returns • Assistance might be: o administrative o maintenance o trouble shooting 17 Technology instruction v’s Technology assistance
  18. 18. Complete or Not Complete 18 Complete • In the mind of the staff member, the customer has gone away with an answer to the query they presented with. Not Complete • inter branch supply • referred • otherwise not completed
  19. 19. A state wide view for enquiries Ellen Forsyth 17 May 2018
  20. 20. Library Act 1939 10 Requirements as to services to be provided by local libraries (e) Free basic reference services to members Any person who is a member of the library is entitled to be provided free of charge with basic reference services (being any service classified by guidelines issued by the Council as a basic reference service), including assistance in locating information and sources of information.
  21. 21. http://www.sl.nsw.gov.au/public-library- services/advice-best-practice/public-library- statistics
  22. 22. Information requests • General subject • Author/title • Readers’ advisory • Local studies (LS) • Genealogy or Family History • Community Information (CI) • Literacy / ESL • Community Languages (CALD) • Technology instruction (TI) • Other requests
  23. 23. Customer service requests • Technology assistance (TA) • Administrative • Directional • Other
  24. 24. week of 4 February 2019 • Collecting all the Information request and Customer service request fields • This is a one off collection for a state wide view • Still need to do the usual submission of the top level data for the annual statistics return

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