Key issues
Accessible overviews of key current issues for library technology
Accessible overviews of key current issues for library technology
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Libraries use bespoke or commercial systems to manage library enquiries and acquire in-depth statistics about the enquiry service. A few library management systems (LMS or ILS) include a basic enquiry management module which usually require the enquiry staff to enter the enquiry details. Dedicated enquiry management systems are more sophisticated and include functionality to integrate with web forms and social media and intercept emails sent to a group or dedicated email address for enquiries. Dedicated systems increase the chance of capturing all enquiries no matter how they are submitted.
The benefits of using an enquiry system include:
Some systems, like Enquire from Bailey Solutions, are capable of managing enquiries for more than one team or enquiry desk using roles and permissions models to present enquiry queues to different teams or individuals. Likewise they can be multi-lingual and multi-time zone to manage enquiries across a global enquiry service.
Enquire (From Bailey solutions)
“The enquiry management system gathers statistics about enquiries as they are processed in the system, providing managers valuable insights about the enquiry service:
This enables librarians to