This afternoon we will talk at the Internet Librarian International conference here in London. Our contribution is called Good customer relationships: proving value every day – the sequel.
We were here at the same conference in London 2015 and talked about the ongoing project we were doing at the library then. Now we are back to talk about the continuation that followed that project.
Perhaps it is one or two of you who remembered that for a long time (for a whole two years) we put “sticks” for every question you asked us? It was part of a project where we measured every question we received at the library and divided them into 10 different categories; loan issues, reference questions, questions about printers and copiers, referral questions, how to find in the premises, etc. We wanted to see what kind of questions you ask us. We worked for 106 weeks and received 56,411 questions!
We encountered quite a few exciting things, such as getting the most IT questions at lunchtime, most queries in the mornings, and asking us more at the beginning of the semester than at the end. We also know that 58% of the questions were library issues (ranging from loans, search books, Harvard reference to search in databases-questions). 22% were computer-related issues (printers, copiers, accounts, Word questions etc) and 20% were about to find rooms, book group rooms etc.
These are the results we will present to other library colleagues from around the world this afternoon. And all the data we are here talking about today are all of you – thank you for all questions!
Wish us luck!
Best London Greetings from Tove & Christel
If you want to know all our results, please contact us!