RefTracker
The Altarama RefTracker Request Management System for Libraries has been purpose built to improve service and efficiency for libraries handling requests. It features:
- a single interface that links all the different ways you receive and deliver reference services - by email, by phone, by mail, by fax, in person, and via links to communications tools such as cobrowsing, Instant Messaging, VoIP, and SMS/Texting
- a comprehensive ask-a-librarian interface for clients who visit your library via your web pages, with web form layouts designed by your library without IT assistance
- acceptance of all types of requests e.g. reference, local history, new book, ILL and suggestions
- response process efficiencies through tools, text and workflows specific to the library request answering function, all accessible from one page
- controls to prevent the duplication of research work
- system management to ensure answers are provided on time
- intelligent allocation of questions to staff, plus the ability to pass questions between staff so that they can collaborate more effectively as a team
- a knowledge database of reusable answers and their search strategies, developed as you work with RefTracker
- rich statistics about all of the library's request handling operations
In short it provides new web-based tools for the operation of reference services that take advantage of
the Internet. The system that RefTracker provides is variously called reference request management,
virtual reference, and/or research tracking but whatever the label, RefTracker continually leads the way in
provision of access to new and exciting information and tools available on the Internet and the efficiencies
that can be gained by integrating them into an environment specifically designed for the reference function
of libraries.
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