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    LibAnswers: Analyzing tickets (questions) to improve our library's virtual reference service(s)

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    Thumbnail
    Name:
    LibAnswers_LookingBack.pptx
    Size:
    12.21Mb
    Format:
    Microsoft PowerPoint 2007
    Description:
    LibAnswers Looking Back
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    Type
    Presentation
    Authors
    Ramli, Rindra M. cc
    Ba-Rayyan, Faten A. cc
    KAUST Department
    University Library
    Date
    2017-05
    Permanent link to this record
    http://hdl.handle.net/10754/623396
    
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    Abstract
    Analyze the questions received in LibAnswers (ticketing system) in order to improve the quality of our virtual reference services. Tickets that were received between June 2015 to April 2017 were analyzed and categorized. It was noted that most questions asked revolved around electronic resources issues as well as circulation/access issues.
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