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enquiry_management_systems [2018/11/17 09:51]
enquiry_management_systems [2019/09/12 06:35] (current) [General enquiry management solutions]
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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 ====
-[[|Enquire ​]](From Bailey solutions)\\ +  * Some library systems may include an Enquiry management module. Eg the [[| 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:+  * Bailey solutions ​provides an enquiry management ​solution - separate from its library ​system ​offering [[https://​​|Enquire]] 
 +  * [[http://​​Products/​RefTracker.aspx|Reftracker]] for altarama is an enquiry management system designed for libraries and information services
-  * When enquiries are submitted +==== General enquiry management solutions ====
-  * How enquiries are submitted +
-  * Average processing times +
-  * How the team meets deadlines +
-  * Time spend on enquiries+
-This provides librarians to+//The are some general purpose system that might work in a library environment . eg from Evolutive\\ 
-  * Justify staffing levels +//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://​​request-tracker|https://​​request-tracker]] 
-  * Demonstrate value + 
-  * Learn where train or improvements are needed + 
-  * 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://​​en/​questionpoint.html|https://​​en/​questionpoint.html]] //
enquiry_management_systems.1542466291.txt.gz · Last modified: 2018/11/17 09:51 by