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Service Response and Impact | July 2019

Service Response and Impact - July 2019

Towards the end of June 2019 Library and Learning Services launched it's new helpdesk support platform.  The platform is part of the Springshare suite of tools that we have been using for a number of years, including this site and blog.  LibAnswers allows us to manage all incoming communications, email, telephone, face-to-face and social media, this has not only streamlined our processes, but also allows us to track and generate statistics based on the performance.  Overtime, this will also allow us to predict busier support periods throughout the year.  July 2019 in the first complete month of use, we launched at this time of year as we are aware it is a quieter period, we have courses that run throughout the year, but the July/August period is one of the quieter ones.

Initially we have built the platform around three queues, mirroring our service provision: Library Helpdesk, Academic Skills Development and Digital Learning Design.  Currently we are only tracking email and social media interactions.

Below are some of the statistics from this month.

During the month on July we had 296 interactions from the two above mechanisms, broken down across the three queues:

These 296 interactions by daily breakdown:

Below is the hourly breakdown across the month of July:

Most used tags for the month of July:

Turnaround Times

One of the areas we are very keen to be able to track and get a better understand of is how long does it take to provide an answer to our community.

The above data shows that 82.4% of all interactions are answered within 60 minutes, 70.6% of those are answered within 10 minutes.

These turnaround statistics are very impressive, admittedly we are only one month in with 296 interactions, but it is a set of statistics that we can use to build on.