RefTracker DeskStats
Online Entry and Analysis of Statistics for Short Service Reference Questions
Are you frustrated by hours spent totalling and analyzing tally sheets, only to obtain statistics that do little to help manage your reference service?
RefTracker DeskStats provides electronic tally sheets (tick sheets), and in depth statistical analysis for short service reference, such as reference services delivered at the desk or by phone. Together with RefTracker's full enquiry management for questions requiring research, it enables comprehensive statistics to be obtained about your reference functions whilst decreasing the effort required from your staff to collect this information.
With DeskStats statistical information is collected electronically, freeing up your time. Instead of manually totalling tally sheets each month, you can obtain totals with just a few clicks, and can analyze the information collected in a myriad of ways never open to you before.
All your staff can use DeskStats to capture statistics. Each staff member can set default preferences that tailor the screen to their specific needs. Staff can enter statistics live, as they deliver services, or in batch mode from tally sheets.
A single mouse click records:
- Which staff member answered the question
- The location at which the service was provided
- How the question arrived - desk, phone, email, online/chat
- Up to three attributes of the client asking the question - for example age, department, reason for making the request, level of response required, etc
- The type of question (directional, subject, local history, complaints - you determine the types)
- The length of time taken to answer the question
- Whether the question was successfully answered, referred on, etc
- The time the service was provided.
With further optional keyboard interaction the staff member can even record details about the resources used to provide each service.
Use DeskStats at All Your Service Points
The additional information collected by RefTracker DeskStats, not only takes less time and effort to produce mandatory statistics, but it simplifies the provision of answers to service delivery questions such as determining peak periods that need higher levels of staffing, or evaluating the effectiveness of your various collections in responding to your clientele.
Combined with the request management functions of RefTracker, the DeskStats module provides the complete story about the statistical of operation of your library's reference functions. Use it all the time, or simply during audit periods - it's your choice.
Only need DeskStats, not full Request Management?
For libraries that do not need full Request Management, but still need a more effective way to manage statistics for short service questions, Altarama offers just the DeskStats functionality of RefTracker, in two cost effective ways:
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RefTracker DeskStats Online
Your own hosted and supported system providing all the functionality of RefTracker DeskStats. No IT assistance required, yet full ability to customize DeskStats to meet your specific needs.
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RefTracker DeskStats Managed Service
RefTracker DeskStats signons for the locations where you want to gather statistics and monthly statistical summaries sent directly to you. No in-house product management or support skills are required to obtain better statistics using this service. You can even use this service just for statistical review periods
Deskstats can also be supplemented by a number of current and future modules.
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