How do you track research requests?

[Zoe Friedlander]

My company's (special) library, which serves both Academy staff and external patrons, keeps track of research requests in a variety of different ways, but would like to consolidate on a single way. Research requests come in through one of these methods: an e-reference form (for external patrons); a staff-only form; by phone; by email; or in-person (walk up to the reference desk). For the requests that are non-form-originated, staff receiving the requests manage them either in email or in another method of their own devising.

I am considering using Google forms to capture the requests, and I would create one interface for patron requests, a second one for staff requests, and possibly a third one for staff who are handling the requests; all request and resolution data would go to the same place.

Before I do that, I would like to hear what methods or systems are in use at other special libraries, or any libraries with similar requirements.

Thanks in advance for your suggestions and apologies for cross-posting.

[Δ]<http://www.oscars.org/>

Zoe Friedlander
Head of Library Systems

Academy of Motion Picture Arts and Sciences
Information Technology
333 S. La Cienega Boulevard * Beverly Hills, CA 90211

310.247.3000 x2239 * zfriedlander at oscars.org<mailto:zfriedlander at oscars.org>
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2015-06-05
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