My paper for the previous Special Libraries Association / Arabian Gulf Chapter (SLA / AGC) 2017 has been uploaded to our university library’s repository. Here’s the link to the full paper. It (paper) outlined the tasks undertaken to implement our virtual reference tool (LibAnswers) as well as the challenges faced.
One of the benefits that we reaped after implementing this:
Moving forward, we are taking a look at implementing the Ref Analytics feature.