Most common inquiries received in our library’s Inbox

question

Our library uses LibAnswers to track and monitor all our library inquiries.  Inquiries received range from directional questions to complex ones such as access issues. Here are my findings on the most common questions received in the first quarter of 2017 (Jan – March 2017):

  • electronic resources questions
  • circulation and access questions

responsive

A quick breakdown of electronic resources issues:

  • access issues due to broken links, unsubscribed e-resources, outages, saving / downloading issues
  • linking issues related to link resolver services

 

ebook

On another note, circulation/access questions cover:

  • Users’ Log-in issues in the classic catalog
  • Missing books
  • Inability to locate print copies of book on the library shelves

 

tactics

These questions bring up further discussions on

  • library’s strategies on countering or empowering our users to resolve these issues,
  • training gaps of our internal library staff
  • improving our FAQs public interface

Stay tuned for more updates.

 

 

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