Information delivery organisations such as Libraries, Museums, and Archives use RefTracker to finally get control of both the timeliness and quality of reference responses, to easily and—where appropriate—automatically assign requests to reference staff, and to make re-use of responses to recurring questions simple and accurate.

RefTracker plays a central role in creation of an environment where library staff can deliver quality information and instruction to clients using a variety of contact methods including email, web forms, IM and texting. It automatically captures statistics about the requests being handled and the effectiveness of library resources in handling them.

Reference and research staff work together more effectively in organisations of all types and sizes where there is need to deliver reference service in a timely, quality-assured manner. And in particular, where patrons are remote from library staff, or where staff is spread across multiple locations, RefTracker provides a degree of visibility and control that are unmatched in other commercial or home-grown products.