[WEB4LIB] Managing E-mail Reference Questions

[Caleb Tucker-Raymond]

We are actually working on an email reference management system.

It's based on PHP and MySQL. Mostly, we're borrowing code from a 
multimedia collection development and acquisitions tracking system that is
already in place here.

I'm hoping the system will be in place for the fall semester, given the
numerous other projects we have to do and a vacant position right now.

We haven't planned to assign "owners" to reference questions. Whoever is
on duty handles any questions or replies to answers that come in. It's
worth considering though.

One feature we are planning that we consider essential is the ability to
wipe personal information related to reference questions. It won't be
perfect unless someone goes through and deletes patrons' signature files
from archived email, but it's a start.

Also, for statistics, we plan on having an output to spreadsheet feature.

Our "Ask a Librarian" service has been publicized through bibliographic
instruction and a link from the main library home page. Response hasn't
been overwhelming, but what little we have got has been encouraging,
especially from our extended-education-distance-learning students.

Caleb Tucker-Raymond
Electronic Systems Librarian
Saint Mary's College of California

On Thu, 3 May 2001, Andrew Mutch wrote:

> We are in the process of revamping our library web site.  One element of the
> site that we will be highlighting in the new design is our "Ask A Librarian"
> service which allows patrons to submit reference questions through a web-based
> form.  Our current version of this service gets limited use and I know from what
> others have reported that this type of service may take some time to generate
> significant use by patrons.  However, in the event that the redesign does
> generate more responses from our site visitors, I would like to have a system in
> place to manage the responses.
> 
> I don't want to have to re-invent the wheel to do this.  So, I'm curious as to
> what systems people use to manage their e-mail reference questions.  I would
> envision that a good system would include the ability:
> 
> * Route questions dependent upon departments/services
> * Track the status of the various e-mail questions
> * Allow questions to be assigned "owners"
> * Archive questions
> * Generate statistics
> * Other things that I haven't thought of but people will tell me are "must have"
> 
> I'm looking for something that is easy to set-up and maintain and relatively
> easy for staff to utilize.  I'm trying to avoid a proprietary or thrown-together
> solution that runs on a wing and a prayer.
> 
> Thank you,
> 
> Andrew Mutch
> Library Systems Technician
> Waterford Township Public Library
> Waterford, MI
> 
> 
>