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Enquiry completion rate

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This was presented by Ellen Forsyth at Reference at the Metcalfe 9 May 2019

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Enquiry completion rate

  1. 1. Enquiry completion rate data Ellen Forsyth 9 May 2019
  2. 2. Library Act 1939 No 40 Section 10 e Free basic reference services to members Any person who is a member of the library is entitled to be provided free of charge with basic reference services (being any service classified by guidelines issued by the Council as a basic reference service), including assistance in locating information and sources of information.
  3. 3. 2007 3,690,788 Information requests 2012 5,343,777 Information requests
  4. 4. 2016/2017 enquiry completion rate data • 76 library services provided data • Information requests • 2,887,244 • Customer service requests • 3,891,352
  5. 5. Enquiry completion tally sheet Library service Date Information requests Information requests completed same day Inter-branch supply Referred (ILLs, reserves) Not completed General subject 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 36 38 39 40 41 42 43 44 45 46 47 48 49 50 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 Author/title 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 26 27 28 29 30 31 32 33 34 35 36 36 38 39 40 41 42 43 44 45 46 47 48 49 50 8 9 10 11 12 8 9 10 11 12 8 9 10 11 12 Readers’ advisory 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 36 38 39 40 41 42 43 44 45 46 47 48 49 50 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Local studies (LS) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Genealogy or Family History 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Community Information (CI) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Literacy / ESL 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Community Languages (CALD) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Technology instruction (TI) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Other requests 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Subtotals for information requests Total information requests Customer service requests Customer service requests completed same day Referred Not completed Technology assistance (TA) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 26 27 28 29 30 31 32 33 34 35 36 36 38 39 40 41 42 43 44 45 46 47 48 49 50 8 9 10 11 12 8 9 10 11 12 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 13 14 15 16 13 14 15 16 Administrative 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Directional 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Other 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Subtotals for customer service requests Total customer service requests Enquiry completion rate totals Completed same day Inter-branch Referred Not completed
  6. 6. Information requests • General subject • Author/title • Readers’ advisory • Local studies (LS) • Genealogy or Family History • Community Information (CI) • Literacy / ESL • Community Languages (CALD) • Technology instruction (TI) • Other requests
  7. 7. Customer service requests • Technology assistance (TA) • Administrative • Directional • Other
  8. 8. Tally Sheet Totals Information Requests Completed on same day Branch Delivery Referred (RSV, ILL, etc) Other General Subject 77 0 7 1 Author/Title 99 22 17 11 Readers' Advisory 17 0 0 0 Local studies (LS) 1 0 0 0 Genealogy or Family History 0 0 0 0 Community Information (CI) 17 0 0 0 Literacy / ESL 1 0 0 0 Community Languages (CALD) 2 0 0 0 Technology instruction (TI) 43 0 1 0 Other requests 8 0 0 0 Information Requests Subtotals 265 22 25 12 Customer Service Requests Completed on same day Branch Delivery Referred (RSV, ILL, etc) Other Technology Assistance 134 0 2 Administrative 253 0 2 Directional 34 0 0 Other requests 8 1 0 Customer Service Requests Subtotals 429 1 4 Mon 4-02-19 TOTALS 694 22 26 16 Monday 4-Feb-19Location01
  9. 9. Location01 SUMMARY Information Requests Completed on same day Branch Delivery Referred (RSV, ILL, etc) Other General Subject 401 36 25 9 Author/Title 541 89 46 39 Readers' Advisory 126 2 1 0 Local studies (LS) 8 0 0 1 Genealogy or Family History 4 0 0 1 Community Information (CI) 37 0 0 1 Literacy / ESL 3 0 0 0 Community Languages (CALD) 7 0 1 0 Technology instruction (TI) 241 0 1 0 Other requests 55 0 1 0 Information Requests Subtotals 1423 127 75 51 Customer Service Requests Completed on same day Branch Delivery Referred (RSV, ILL, etc) Other Technology Assistance 1052 4 5 Administrative 1468 5 4 Directional 284 0 0 Other requests 94 1 0 Customer Service Requests Subtotals 2898 10 9 SUMMARY TOTALS 4321 127 85 60
  10. 10. Administrative requests • Circulation duties other than loaning or returning (for example following up reservations, new/replacement library card, changing patron membership details, renewals) • Event or activity bookings
  11. 11. Location01 SUMMARY Information Requests Completed on same day Branch Delivery Referred (RSV, ILL, etc) Other General Subject 401 36 25 9 Author/Title 541 89 46 39 Readers' Advisory 126 2 1 0 Local studies (LS) 8 0 0 1 Genealogy or Family History 4 0 0 1 Community Information (CI) 37 0 0 1 Literacy / ESL 3 0 0 0 Community Languages (CALD) 7 0 1 0 Technology instruction (TI) 241 0 1 0 Other requests 55 0 1 0 Information Requests Subtotals 1423 127 75 51 Customer Service Requests Completed on same day Branch Delivery Referred (RSV, ILL, etc) Other Technology Assistance 1052 4 5 Administrative 1468 5 4 Directional 284 0 0 Other requests 94 1 0 Customer Service Requests Subtotals 2898 10 9 SUMMARY TOTALS 4321 127 85 60
  12. 12. 2016/2017 enquiry completion rate data • 76 library services provided data • Information requests • 2,887,244 • Customer service requests • 3,891,352
  13. 13. contact: ellen.forsyth@sl.nsw.gov.au

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