Gathering meaningful statistics: using KnowAll Enquire by Laura Connaughton, National University of Ireland, Maynooth
1. GATHERING MEANINGFUL STATISTICS
Laura Connaughton
Assistant Librarian
Library Information Services
Laura.Connaughton@nuim.ie
Using KnowAll Enquire at John Paul II Library
NUI Maynooth
ARLG Conference
June 24th 2014
2. NATIONAL UNIVERSITY OF IRELAND, MAYNOOTH
While formally established as an autonomous university
in 1997, NUI Maynooth traces its origins to the
foundation of the Royal College of St. Patrick in 1795,
drawing inspiration from a heritage that includes over
200 years of education and scholarship
The University community comprises over 9,000
students and 800 staff from more than 20 countries
Two Libraries
Russell Library, Special Collections and pre-1850 material
John Paul II Library
4. TODAY’S PRESENTATION
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
5. ENQUIRY MANAGEMENT @ NUI MAYNOOTH LIBRARY
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
6. WHY INTRODUCE A ENQUIRY MANAGEMENT PACKAGE?
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
11. EXCEL
Cons:
Data Entry
Laborious
Time Consuming
Requires
knowledge &
ability to
manipulate figures
How do we collate
these figures in
one go?
14. KNOWALL ENQUIRE
KnowAll Enquire is an enquiry tracking software package which tracks all types of enquiries right through
from initial enquiry to meaningful statistics and reports with a view to improving the customer
experience and track the enquiry from origin through each stage of the enquiry handling process.
How does it work?
It captures initial enquiries made at the Information Desk, via walk-ins, online form, email or library chat
We can assign queries to people i.e. share the workload according to location, specialist subjects and
availability
By monitoring the enquiries we can ensure that questions are answered
We can search answers thus sharing knowledge and see how similar enquiries were answered
previously
The software is capable of providing very accurate statistics and reports which means we will be able to
improve our service
We can publish FAQ’s meaning enquirers can help themselves with straightforward queries
15. 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 & Summer 2014
Continuing roll-out to all library staff
Software changes and updates
16. 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. LET’S TAKE A LOOK
Admission Desk
Information Desk
Subject Librarian
28. 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
30. CHALLENGES BENEFITS
Cost
Time
Set Up
Testing
Rollout and Training
Change
Time
Easy to access and see
previously answered
queries
Demonstration of value
and time
Clarity of workflows
31. BENEFITS FOR STUDENTS
Self-Directed Learning
When KnowAll Enquire is 100% customised, 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
32. BENEFITS FOR STAFF
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
33. BENEFITS FOR MANAGEMENT
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.
34. ADVICE
Having a dedicated person to work on the software set-up side is
not necessary but definitely an 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!
35. THANK YOU
Laura Connaughton
John Paul II Library, NUI Maynooth
Laura.Connaughton@nuim.ie
00353 (0)1 708 3429
http://library.nuim.ie
37. CREDITS
NUI Maynooth KnowAll Enquire
http://nuim.knowallenquire.co.uk/Home.aspx
J. Gabe Gossett, Elizabeth Stephan, Rebecca Marrall,
(2012) "Implementing reference statistics collection
software at multiple library service points", New Library
World, Vol. 113 Iss: 5/6, pp.235 - 248
All photos by kind permission of Alan Monahan, NUI
Maynooth Library