Why? Well, the library gets the most number of questions via LibAnswers on Sundays especially between 9am- 12pm. Most questions that the library received revolved around the electronic resources issues as well as circulation issues.
Drilling down further the e-resources issues: they are mostly related to access issues such as broken links, site maintenance, links that went to a different location altogether etc etc.
With all these data, what can the library do to improve their services:
I thought of the following:
- Knowledge audit of library staff on Reference services. Assist those that need further help by sending them for courses/webinars/conferences.
- Mentorship for new library staff to understand the importance of Reference work
- Create more LibGuides to address the frequently asked questions
- Implement other avenues of submitting questions such as social media: Twitter and Facebook
More can be found in my slides here.