[Web4lib] reference management/call center software

Scheiberg, Susan susanls at rand.org
Fri Nov 3 14:03:28 EST 2006

We use a product called RefTracker by Altarama (http://www.altarama.com.au/reftrack.htm) and have been very happy with it.  I'm happy to talk to you about our experiences and to give you our vendor contact.

All the best,

Susan Scheiberg
Assistant Director, RAND Library
RAND Corporation
1776 Main St., P.O. Box 2138
Santa Monica, CA 90407-2138
email:  susanls at rand.org
phone:  310-393-0411 x6493
fax:  310-451-6920
web:  http://www.rand.org

-----Original Message-----
From: web4lib-bounces at webjunction.org [mailto:web4lib-bounces at webjunction.org] On Behalf Of Gall, Daniel P.
Sent: Thursday, November 02, 2006 6:01 AM
To: web4lib at webjunction.org
Subject: [Web4lib] reference management/call center software

Hello Folks,

I work in a library department with librarians in Atlanta and two sites
in Michigan. We're looking for some kind of reference management system
or software similar to call center software in business. 

Specifically, we want to use this to:
-Respond to e-mail, web form and telephone calls from students
-Keep reference statistics
-See responses from librarians in 3 locations with the ability to follow
up on previous research
-Send standard responses for certain activities such as how to order
documents etc.

Does anyone on this list use such software and if so would you give us
your recommendations and experiences. 

Dan Gall 
Off-Campus Library Services 
Central Michigan University 
dan.gall at cmich.edu 

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