Gathering Meaningful

Statistics

Using KnowAll Enquire at

John Paul II Library

NUI Maynooth

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

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

Where do our Library Enquiries come from?

ChatEmailWalk InsAppointmentOnline formPhone

Enquiries by TypeFebruary 2014

NEW OPPORTUNITIES!

New Library…New Services at NUI Maynooth

KnowallEnquire

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

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)

Interface – Information Desk

Interface – Admission Desk

Interface – Subject Librarian

Sample form for an English Enquiry

Custom Reports

Information Desk (By Hour)

Shows Enquiries by Hour of the day and gives percentage

NUIM ADMISSION DESKSHOWS ENQUIRY COUNT FOR ADMISSION DESK

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

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

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!

Laura ConnaughtonJohn Paul II Library, NUIMLaura.Connaughton@nuim.ie01 708 3429 library.nuim.ie