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enquiry_management_systems [2018/11/20 04:38] [Enquiry Management Systems]
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 ​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://​​247OPAC/​DynamicPages/​LibrarySoftware/​247LIBINTRODUCTION| Library system]] 
-  * Automated replies +  * Bailey solutions provides an enquiry management solution ​separate from its library system offering [[https://​​|Enquire]] 
-  * Achieving consistency by using reply templates +  * [[http://​​Products/​RefTracker.aspx|Reftracker]] ​for altarama is an enquiry ​management ​system designed for libraries and information services
-  * Improved performance ​never missing deadlines using alerts +
-  * Monitoring and managing workloads +
-  * Increasing team productivity +
-  * Qualitative statistics ​for management ​insights +
-  * Recording costs +
-  * Recording time+
-Some systems, like [[https://​|Enquire]] from [[https://​​|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.+==== General ​enquiry ​management solutions ====
 +//The are some general purpose system that might work in a library environment . eg from Evolutive\\
-==== Available solutions ====+//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]]
-[[https://​​2018/​01/​18/​enquire/​|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: 
-  * When enquiries are submitted +==== Reference enquiry management solutions ====
-  * How enquiries are submitted +
-  * Average processing times +
-  * How the team meets deadlines +
-  * Time spend on enquiries+
-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://​​en/​questionpoint.html|https://​​en/​questionpoint.html]] //
- +
-  * Justify staffing levels +
-  * Demonstrate value +
-  * Learn where train or improvements are needed +
-  * Enrich ​the user experience+
enquiry_management_systems.1542706722.txt.gz · Last modified: 2018/11/20 04:38 by