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enquiry_management_systems [2018/11/20 04:51]
82.27.219.91
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 ​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 detailsDedicated 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.+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.
  
-The benefits of using an enquiry ​system include:+==== Library centric ​enquiry ​management solutions ====
  
-  * Improved user experience +  * Some library systems may include an Enquiry management module. Eg the [[https://​www.247lib.com/​247OPAC/​DynamicPages/​LibrarySoftware/​247LIBINTRODUCTION|247lib.com Library system]] 
-  * Automated replies +  * [[https://​www.ptfs-europe.com/​|PTFS-Europe]] have an open source Enquiry management soution 
-  * Achieving consistency using reply templates +  * Soutron provide the [[https://​www.soutron.com/​new-enquiry-management-solution/​|Ask Soutron]] solution 
-  * Improved performance ​never missing deadlines using alerts +  * [[http://​altarama.com/​reftracker/​|Reftracker ]]for Altarama is an enquiry ​management ​system designed ​for libraries and information services
-  * Monitoring and managing workloads +
-  * Increasing team productivity +
-  * Qualitative statistics ​for management ​insights +
-  * Costs recorded ready for export to finance systems +
-  * Accurate time recording+
  
-Available solutions 
  
-[[https://​enquirymanagement.software|Enquire]] from [[https://​baileysolutions.co.uk/​|Bailey Solutions]]+==== General enquiry management solutions ====
  
-Enquire is a sophisticated and dedicated enquiry management ​system that is highly configurable. It is scalable and can be used to manage ​single enquiry service or a multi- team multi-department serviceIt uses roles and permissions models to present enquiry queues to different teams or individualsLikewise the system has multi-lingual and multi-time zone capabilities to manage enquiries across a global enquiry service.+//The are some general purpose ​system that might work in library environment . eg from Evolutive \\ [[https://www.evolutive.co.uk/​Enquiry-Management-software|https://​www.evolutive.co.uk/​Enquiry-Management-software]]//​
  
-Enquire captures enquiries ​from web forms, multiple email address ​and social media, while there are also dedicated forms to assist with phone and in-person enquiries. The system requires no change of user behaviour by service users, while enquiry ​staff use one software tool to view, process ​and answer enquiries by emailThe enquiry management system gathers statistics about enquiries as they are processed in the system, providing managers valuable insights about the enquiry service:+//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]]
  
-  * When enquiries are submitted +==== Reference enquiry management solutions ====
-  * How enquiries are submitted +
-  * Average processing times +
-  * How the team meets deadlines +
-  * Time spent on enquiries +
-  * Types of enquiries +
-  * Breakdown by location or department of the enquirer+
  
-This enables librarians ​to +//​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]] //
- +
-  * Justify staffing levels +
-  * Demonstrate value +
-  * Learn where train or improvements are needed +
-  * Enrich ​the user experience+
  
  
enquiry_management_systems.1542707509.txt.gz · Last modified: 2018/11/20 04:51 by 82.27.219.91