WHAT IS REFTRACKER?
RefTracker provides an environment in which all library staff can work to deliver quality information to clients using a variety of contact methods, to record statistics about the requests being handled and the effectiveness of library resources in handling them, and to utilize staff time and skills most effectively by passing questions between staff as appropriate. And for staff that specialize in research, it provides integrated access to all the information, tools, text and workflows that they require to be able to answer requests with a minimum of effort and typing. A knowledge database is developed so that when questions recur, both the answer and the search strategies used to obtain the answer are available for reuse. An ask-a-librarian interface allows libraries to insert request forms for different purposes into their web pages without IT assistance, and to have the questions that are received handled by the most appropriate staff.
RefTracker facilitates research staff working together more effectively as a team. It also, facilitates other staff participating in the reference process in a simple, quality controlled manner. It provides efficiencies for all types and sizes of libraries delivering a reference service, with its effectiveness being particularly noticeable where reference has to be delivered in more than one location, or by more than one librarian. Libraries with high research workloads, large remote user populations such as external students and corporate staff in other offices, and libraries that operate in a consortium type arrangement, either within one library, or as a group of libraries, cannot afford to miss the new levels of efficiency and effectiveness that are gained with RefTracker.
RefTracker specifically addresses issues such as timeliness of responses, quality of responses, effective allocation to reference staff, ability to re-use responses to recurring questions, and statistical analysis of the reference function. RefTracker is unique in its abilities to perform these functions in a manner that is specifically designed for use in libraries.
By building the product on the latest web and Windows.Net platform, and by recognizing standards, it provides a means of integrating the library's operations in a way that allows it to sit comfortably alongside your library management system, no matter which library management system that is.