Laura Connaughton discusses how Maynooth University Library adopted the KnowAll Enquire software to track and manage user inquiries. KnowAll Enquire allows the library to centralize inquiries from various sources, assign them to appropriate staff, and monitor inquiries from initial receipt through resolution. The software also provides in-depth reporting which the library uses to evaluate metrics, demonstrate value to the university, and identify areas for service improvements like training needs. KnowAll Enquire has helped Maynooth University Library streamline inquiries and gather meaningful statistics to enhance user experience and prove their excellence and value to the university community.

1. Laura Connaughton
Maynooth University Library
“Gathering meaningful
statistics: Use of Knowall
Enquire at Maynooth
University”
Laura.Connaughton@nuim.ie

2. • While formally established as an autonomous university in
1997, Maynooth University 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 (JPII)

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South Campus
St. Patrick’s College
South Campus
New Library

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My talk today...
• Discuss the shift in Maynooth University Library from
paper based enquiries to online based enquiries
• What KnowAll Enquire is and how it was adapted for
practical use in our Library
• How KnowAll Enquire can improve the user experience
and measure excellence in an institution

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Measuring Excellence
• Metrics are becoming more and more important in terms of
demonstrating library work and value
• Maynooth University Library – new building, new facilities, new
resources – we want to be able to demonstrate our value and
commitment to teaching, learning and research at Maynooth
University
• 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. New Library – New Services
New Opportunities

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Why introduce an 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

8. KnowAll
Enquire
What is it?

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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 answeredpreviously
• 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

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Information Desk Interface

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Sample Subject Librarian Form

12. Reporting
Measuring excellence

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Custom Reports

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Report : Maynooth University Information Desk (By Contact Method)
Shows Enquiries By Contact Method And Gives Percentage

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SUBJECT LIBRARIANS (WORK IN PROGRESS)
SHOWS COUNT BY TIME AND SUBJECT

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Benefits for Students & Staff
• 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
• 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
Students Staff

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Evaluating Meaningful Statistics
• 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.
Statistics
https://www.pinterest.com
/jtl505/dilbert/

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Where do we use the statistics?
• Library Information Skills Tutorials (LIST)
• Learning, Teaching and Research Development –
Subject Librarian Team
• Patron Information – year of study, subjects,
FT/PT
• Online Form – out of hours
• Summon Feedback
• Infograph for presenting information
• Wider University bodies – Career Development

19. Libraries need to proactively
show our value and KnowAll
Enquire is key to us
demonstrating this in a variety of
ways

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Laura Connaughton
John Paul II Library, Maynooth University
Laura.Connaughton@nuim.ie
00353 (0)1 708 3429
maynoothuniversity.ie/library
Thank You
Any questions?