This analytical study described the findings of library staff on the questions received in LibAnswers (Online Ticketing System). The objectives of this study were to improve the quality of virtual reference services as well as identify the patterns of the questions received. At the end of the study, it was revealed that most questions received revolved around e-resources issues.

1. LibAnswers:
Analyzing tickets (questions) to improve our library’s virtual reference service(s)
by Rindra M Ramli (E-Resources Specialist) and
Faten Barayyan (Reference and Training Co-ordinator), Library

2. KAUST
www.kaust.edu.sa
Aim:
• To improve our virtual reference services using tools such as
LibAnswers
Objectives:
• Analyze tickets (questions) received in LibAnswers between
1 June 2015 (LibAnswers launch), till end of April 2017
• Categorize the tickets
• Observe notable patterns
• Suggest initiatives for improvements

3. KAUST
www.kaust.edu.sa

4. KAUST
www.kaust.edu.sa

5. KAUST
- University was established in 2009
- International Graduate Research University
- Private university
- Academic Division
- Biological and Environmental Science and Engineering
- Computer, Electrical and Mathematical Science and
Engineering
- Physical Science and Engineering
- Research Centers
- Core Labs
- Innovation and Economic Development

6. KAUST Library
- Digitally born with collections comprising of print and electronic
resources
- More than 310,000 e-book titles with perpetual access from all
major scientific and commercial publishers in Science and
Technology
- Over 50,000 e-journal titles from all major Scientific and
Commercial publishers
- Over 30 Scientific databases
- Around 3,500 print titles

7. KAUST Library
- Library staff comes from a number of countries
- More than 20 staff divided across 4 main sections:
- Administration
- Collection and Information Services
- Systems and Digital Services
- Records and Archives

8. Reference Services
- Info Desk
- Library users approach our library staff to inquire on our
services, facilities etc
- Manned by library staff from 8am – 5pm during business
week (Sundays – Thursdays)
- Extended hours from 5pm – 8pm during Academic Semester
- One to One Consultations: With Subject Specialist(s)
- Phone
- Library trainings
- Outreach initiatives: With Subject Specialist as well as other
library specialist(s)

9. Virtual Reference Services
- MS Outlook
- Library users can email their questions to a dedicated library
email account
- This dedicated email account receives any questions
regarding library services, facilities, trainings, etc
- Email account accessible only to several library staff
- Common questions:
- Obtaining journal articles / book chapters
- Access issues related to electronic resources
- Searching for particular print book titles
- Printing and Photocopying services

10. Outlook Drawback
- MS Outlook shortcomings
- No proper tracking / monitoring system
- Organizational issues
- Search and retrieval features
- Lack of Statistics feature
- Lack of Metadata tagging feature

11. Effects of Outlook Shortcomings
• Increase stress and frustration levels among library staff due to
‘misplaced’ email
• Lower productivity and efficiency levels
• Loss of tacit knowledge
• No proper system of knowledge sharing among library staff
https://flic.kr/p/5x3DF6

12. Solution
Springshare’s LibAnswers: https://www.springshare.com/libanswers/

13. LibAnswers
- Library team discussed potential products that can be deployed
to replace the current MS Outlook system
- Various ticketing system available in the open market
- Library team outlined several criteria / wishlist
- After evaluating the various options, Springshare LibAnswers was
selected after careful deliberation
- Library staff contacted Springshare as well as met up with their
representatives at International Conferences
- Library staff interacted with peers to get more information and
obtain their experience

14. LibAnswers Roll-out – June 2015
https://flic.kr/p/56Zda8

15. Happy Faces!!!
https://flic.kr/p/eNPkYg
https://flic.kr/p/eNPkYg

16. Access Points: Library Homepage

17. Access Points: Library Homepage

18. Access Points: FAQ homepage

19. Access Points: LibGuides

20. https://flic.kr/p/69Cw68

21. Impact of LibAnswers
- LibAnswers statistics were analyzed
- Period: 1 June 2015 till 30 April 2017
- What can library staff gather from the statistics?
- What are the most pressing issues in the library?
- What can the library do to improve the current situation with
regards to Reference Services

22. Statistics
- Total number of Tickets (Questions) = 1,301

23. Statistics
- Based on the monthly statistics distribution, library received a
number of tickets (questions) during academic semester.
- Breakdown
- Jul – Sep 2015 = 158 tickets
- Oct – Dec 2015 = 206 tickets
- Jan – Mar 2016 = 206 tickets
- Apr – Jun 2016 = 177 tickets
- Jul – Sep 2016 = 175 tickets
- Oct – Dec 2016 = 144 tickets
- Jan – Mar 2017 = 147 tickets
- Jun 2015 (22 tickets) and Apr 2017 (66 tickets) were not
included as they were out of the Quarterly region

24. Quarterly Statistics - Observations
- Tickets were quite evenly distributed except during the summer
vacations (June and July) where the tickets dropped significantly
- Tickets received during Oct – Dec 2016 (144 tickets) and Jan –
Mar 2017 (147 tickets) were lesser compared to the same
period of Oct – Dec 2015 (206 tickets) and Jan – Mar 2016
(206 tickets)
- Perhaps, users were more informed of library services, facilities
etc via our library trainings, one to one consultations,
information available library website, library guides or
Frequently Asked Questions website
- However, there is no evidence to support this theory

25. Daily Statistics

26. Daily Statistics

27. Daily Statistics - Observations
- Most Tickets were received on the first day of the Business Week
ie Sundays
- Not surprising that less tickets were received during weekends
- Ie Fridays and Saturdays
- FYI: The business week in the Kingdom of Saudi Arabia starts on
Sunday till Thursday

28. Statistics: Hourly Distribution

29. Hourly Statistics - Observations
- 9am – 12pm was the busiest hours
- Total of 458 tickets were received during this time
- This would give an indicator for the library that staff needs to be
attentive during those timings as a number of questions would
asked by our users
- Taking into considerations all the daily, monthly and hourly
statistics, library needs to have sufficient manpower to respond
to our user questions during Academic Term Time especially on
Sundays between 9am – 12pm

30. Statistics – By Source

31. Daily Statistics by Source -
Observations
- 1,148 tickets were received via email
- 104 received via online forms (widgets)
- 48 received via online forms on library’s FAQ website
- Presently, users are limited to submitting their questions via
email and online forms
- Our library is considering using LibChats, Twitter and Facebook
messaging
- Implement these in stages

32. Tag Statistics – By Type
www.kaust.edu.sa
- Top 3 types of tickets received:
- Electronic Resources issues (418)
- Circulation / Access issues (369)
- Misc such as Facility Bookings, Library visits etc (211)

33. Tag Statistics
www.kaust.edu.sa
- Drill down for Electronic Issues:
- Access issues
- Link issues
- Recommendations for new titles (Ebook/Ejournal)

34. Turnaround Statistics, Overall
www.kaust.edu.sa
- Average Response time = 14 hours, 46 mins

35. Turnaround Statistics,
E-Resources
www.kaust.edu.sa
- Average Response time = 11 hours, 51 mins

36. Turnaround Statistics,
Circulation/Access
www.kaust.edu.sa
- Average Response time = 15 hours, 26 mins

37. Query Spy
www.kaust.edu.sa
- Asked / searched in LibAnswers
- Popular Query Words
- Library
- Times
- Access
- Lab
- Writing

38. Referrers
www.kaust.edu.sa
Library user submits their question via online form
via these 2 main URLs:
• Library website Contact Us
• FAQ website

39. https://flic.kr/p/iqbQsV

40. Summary
• Sundays is the busiest day during the week
• 9am -12pm: Peak time when questions are received
• Most of our users prefer emailing their questions rather than
using the Online Form
• Library users submit questions using Online forms deployed
on Library Contact us webpage
• Questions are generally answered within approximately
15 hours

41. Summary
• Most Questions received in LibAnswers are related to
E-Resources, followed by Circulation/Access issues
• Most E-Resources questions revolved around access issue.
When analyzed further, access issues concern with the inability of
our library users to get to the full-text of a particular
ejournal article or ebook chapter
• This could be due to broken links, link resolver issues,
site maintenance etc

42. Suggestion for improvements
• Knowledge audit of library staff on Reference services. Gauge
the ability of library staff to respond to library users’
questions.
• Fill the knowledge gap by sending them for training(s),
conferences, webinars, online courses
• Opportunity for library to address the knowledge gap
• Mentorship for new library staff to understand the
importance of Reference work

43. Suggestion for improvements
• Create more LibGuides to address the frequently asked questions
• Empower our library users to resolve common issues
themselves
• One of the LibGuide that is presently being created is
“Troubleshooting common Eresources issues”
• Implement other avenues of submitting questions
such as social media: Twitter and Facebook
• Outreach library users who uses mobile devices
• Implement LibChat features in LibAnswers to allow
real-time ‘conversations’ between library staff and users

44. Suggestion for improvements
• Implement Ref Analytics
• Track questions by their location or service
• Assist library staff to analyze data and make more
meaningful assumptions

45. References:
• https://www.kaust.edu.sa/en/about/media-relations#part2
• https://www.kaust.edu.sa/en/about/media-relations#part3
• https://library.kaust.edu.sa/page/facts-and-figures
• https://www.springshare.com/libanswers/
Additional readings:
• Shepherd, J., & Korber, I. (2014). How do I search for a book?
Implementing LibAnswers at your library (Vol. 75, pp. 197-214).
Chicago: Association of College and Research Libraries.
• Thomsett-Scott, B. C., Library, & Information Technology, A. (2013). Implementing
virtual reference services: a LITA guide (Vol. 26). Chicago: ALA TECHSOURCE, an
imprint of the American Library Association.
• Logan, J., & Gayhart, L. (2016). DIY FAQs: BRINGING YOUR WEB CONTENT HOME
(Vol. 36, pp. 18). Westport: Information Today, Inc.