This flexible solution also enables the information professional to create an online “Hot Topics” or “Frequently Asked Questions” database which can be organized by subject area or practice group, thus enabling libraries to create knowledge bases of reusable answers and eliminating the duplication of research request work.

EOS.Web Reference Tracking Provides:

• The ability to determine the status of a reference request at any time
• Improve service and efficiencies
• Prevent the duplication of research work
• Ensure answers are provided in a timely manner
• Enable the creation of a knowledge base of reusable answers
• Ensure that all relevant reference information is entered
• Reduce the burden associated with tracking reference requests
• Provide concise information on the library’s request handling operations
• Provide efficiencies for all types and sizes of libraries

What gets tracked?

Reference questions can be tracked by user or patron, complete with identifying the individual requestor, optionally tracking the fund account where the reference question should be allocated.

Both the question and answer are tracked, complete with the user-defined category, source used, time spent on the question, completion date, estimated cost, and the researcher to whom the question is assigned.

With a single click, you can optionally add the reference question into a Web OPAC “Frequently Asked Questions” collection, which can be sorted by subject area or practice group. You can make all or only certain questions available to the public to enable a patron reference question self-service that would provide “where to find” answers. This new service offering will reduce the number of predictable, routine questions asked of information professionals, and free them to expand their services to other areas.

You can search reference requests by question, answer, question keyword or phrase, requestor or researcher. Answers can be sorted and displayed by request date, question, or category. Reports providing information on pending and completed questions can be run, sorted by requestor and researcher to help the information center to track use of library resources.

EOS.Web Reference Tracking Features:

EOS.Web Reference Tracking can be hosted by EOS in one of our global data centers or installed on your on-premise server. It can be integrated with the EOS.Web ILS or function as a standalone solution. Reference Tracking features include pre-populated date/time fields, automatic assignment of the record to the researcher (based on user login), spell check functionality at all applicable fields, and copy capabilities to quickly copy a question into the separate fields that allow the request to be reworded as needed for specific end-users such as the billable description for accounting or for display in OPAC.