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enquiry_management_systems [2018/11/17 09:51]
81.155.185.24
enquiry_management_systems [2024/03/11 08:06] (current)
paul [Chatbot services]
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-====== Enquiry Management ​Systems ​======+====== Enquiry Management ​systems ​======
  
-Libraries use bespoke or commercial ​systems to manage ​library enquiriesFew library ​management ​system/ILSs have an enquiry management module+In a library context enquiry/​inquiry management is different from most CRM systems ​which are designed ​to manage ​outbound sales and marketing interactionsEnquiry ​management ​for libraries is atypically about helping keep track of enquiries, facilitating follow up and maintaining statistics.
  
-==== Available ​solutions ====+==== Library centric enquiry management ​solutions ====
  
-[[https://baileysolutions.co.uk/2018/01/18/enquire/|Enquire ​]](From Bailey solutions)\\ +  * Some library systems may include an Enquiry management module. Eg the [[https://www.247lib.com/247OPAC/DynamicPages/LibrarySoftware/247LIBINTRODUCTION|247lib.com Library system]] 
-"The enquiry ​management ​system gathers statistics about enquiries as they are processed in the system, providing managers valuable insights about the enquiry ​service:+  * [[https://​www.ptfs-europe.com/​|PTFS-Europe]] have an open source Enquiry ​management ​soution 
 +  * Soutron provide ​the [[https://​www.soutron.com/​new-enquiry-management-solution/​|Ask Soutron]] solution 
 +  * [[http://​altarama.com/​reftracker/​|Reftracker ]]for Altarama is an enquiry management system designed for libraries and information services
  
-  * When enquiries are submitted 
-  * How enquiries are submitted 
-  * Average processing times 
-  * How the team meets deadlines 
-  * Time spend on enquiries 
  
-This provides librarians to+==== General enquiry management solutions ====
  
-  * Justify staffing levels +//The are some general purpose system that might work in a library environment . eg from Evolutive \\ [[https://​www.evolutive.co.uk/​Enquiry-Management-software|https://​www.evolutive.co.uk/​Enquiry-Management-software]]//​ 
-  * Demonstrate value + 
-  * Learn where train or improvements are needed +//The Request Tracker (RT) system from Best Practical is an open source option that you can either install and run yourself (for free if you have technical staff) ​or pay Best Practical to host and/or support for you: //  [[https://​bestpractical.com/​request-tracker|https://​bestpractical.com/​request-tracker]] 
-  * Enrich ​the user experience+ 
 +==== Reference enquiry management solutions ==== 
 + 
 +//​Management of general enquiries in a library can be distinguished from online '​Reference Librarian '​services such as QuestionPoint. \\ NOTE: "OCLC has entered into an agreement to sell the QuestionPoint 24/7 Reference Cooperative and active \\ QuestionPoint subscriptions to Springshare,​ provider of the LibAnswers Platform. 31 May 2019 [[https://​www.oclc.org/​en/​questionpoint.html|https://​www.oclc.org/​en/​questionpoint.html]] //
  
  
enquiry_management_systems.1542466291.txt.gz · Last modified: 2018/11/17 09:51 by 81.155.185.24