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enquiry_management_systems [2019/06/23 14:24]
enquiry_management_systems [2019/09/12 06:35] (current) [General enquiry management solutions]
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-====== Enquiry Management ​Systems ​======+====== Enquiry Management ​systems ​======
-Enquiry ​management ​systems are different from most CRM systems which are designed to manage ​//outbound// sales and marketing interactions. ​In contrast enquiry ​management ​software ​is all about managing //inbound //​enquiries,​ - helping ​the library to keep track of them. In this regard there are similar to help desk systems used in businessThey overlap with library online reference solutions such as [[https://​​en/​questionpoint.html |QuestionPoint]] from OCLC+In a library context enquiry/​inquiry ​management ​is different from most CRM systems which are designed to manage outbound sales and marketing interactions. ​Enquiry ​management ​for libraries ​is atypically ​about helping keep track of enquiriesfacilitating follow up and maintaining statistics.
-An example is [[https://​​|Enquire]] from Bailey ​solutions+==== Library centric enquiry management solutions ==== 
 +  * Some library systems may include an Enquiry management module. Eg the [[https://​​247OPAC/​DynamicPages/​LibrarySoftware/​247LIBINTRODUCTION| Library system]] 
 +  * 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 
 +==== General enquiry management solutions ==== 
 +//The are some general purpose system that might work in a library environment . eg from Evolutive\\ 
 +//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]] 
 +==== 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.1561314241.txt.gz · Last modified: 2019/06/23 14:24 by