NCknows January 2014 Monthly Report
Statistics |
Monthly Activity
This Month:
1592 (coop coverage) + 579 (libraries monitoring their own queues)
= 2171 transcripts + 445 FAQ views
Last Month:
1465 (coop coverage) + 376 (libraries monitoring their own queues)
= 1841 transcripts + 459 FAQ views
This Month Last Year:
1948 (coop coverage) + 589 (libraries monitoring their own queues)
= 2537 transcripts
Check your own traffic here: http://ncknows.philblank.net/tools/LibStats.php
Available Individual Statistics
Through the LibraryH3lp platform, NCknows has access to a wealth of statistics about participating libraries and librarians. In addition to the monthly traffic statistics mentioned above, we can also make custom charts for individual libraries, similar to the ones below. If you would like custom reports like these, contact Gwen Exner at gwenexner@gmail.com for more information.
What your library gets out of participating
Individual librarian statistics (e.g. for annual reviews)
Member Involvement |
Coverage:
With the introduction of the new scheduler it's become easier to see which hours weren't covered by co-op members, and due to some libraries switching hours, some libraries picking up new ones, and new libraries starting to volunteer coverage hours we're now close to 100% coverage between 8am and 5pm. Thank you to everyone who's worked together to accomplish this!
We only need a few more volunteers to be able to reach that 100% over all the co-op hours.
Currently uncovered | Covered, but could use a 2nd |
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Want to volunteer, or just find out more? Contact Gwen Exner at gwenexner@gmail.com
New Libraries:
We are still in the midst of a large multi-month project to add new libraries and encourage libraries to use the correct code. 5 new libraries joined in January: Franklin County Library, Johnson C. Smith University, Saint Augustine's University, Salem College, and Blue Ridge Community College. Welcome aboard!
New Profiles:
We are continuing to work on a way to make it easier for local admins to check and change their profiles. In the meantime, we encourage you to take a look at your own profile, and at the profiles of other libraries, and see if there's anything you'd like to see changed or added. If you have any suggestions, or if you'd like your own changed but are not comfortable editing it yourself, feel free to contact Gwen Exner.
LibraryH3lp FAQs:
Every library in NCknows has a free FAQ page available to them through LibraryH3lp. We have set up FAQ pages for all the currently involved libraries, and would be happy to help you fill in the one for your library. In the meantime, be sure to check out the NCknows FAQ, with answers to the most common questions. It includes serious, somewhat tricky ones like, " Can you check my citations or works cited list?" and not-so-serious ones such as the ever-popular " Are you real or a robot?"
http://nc-knows.ask.libraryh3lp.com/
Transcripts |
Extra Mile Transcripts:
It can be very easy to answer the patron's question and stop there, or at most ask if they have any further questions answer them if they do. Reading through the transcripts were three librarians this who took an extra step and found solutions that weren't what the patron asked for, but did address what the patron actually wanted. Some of these I wouldn't have even thought of doing, so I want to highlight them here to inspire others.
Lauren Poteat from Greensboro Public Library:
From a question about physical books to a successful introduction to e-books
The patron asked for a couple of children's fiction books, neither of which the library had available. Rather than stopping there Lauren also checked the ebooks and thereby successfully introduced the patron to a new way to use library resources.
Jennie Rose Halperin from the backup service:
From a mis-spelled author's name & no results to a corrected name and multiple results.
The patron asked if the library had any books by a certain author and the simple answer was no. However, Jennie then took advantage of Google's fuzzy search capabilities to check the spelling of the author's name. Once she had the correct spelling she was able to search the catalog again and tell the patron that yes, the library did indeed have the desired books.
Alicia Wyatt from the backup service:
From a question about Interlibrary Loan to an answer about Cooperative Borrowing
The patron opened the conversation asking about how long it would take to get an Interlibrary Loan from a library in a nearby city. The conversation could have ended with a simple answer, but Alicia took the time to check which nearby libraries had the desired book, and then to look up cooperative borrowing agreements between those libraries and the patron's own. As a result the patron was able to go and check out the book themselves immediately, instead of having to wait a week or more.
Transcript of the Month:
This Transcript of the Month award belongs, in a way, to two librarians. Alicia Wyatt, one of the librarians in the backup service, is the one who answered the chat and quickly found critical information in an unfamiliar resource, but an anonymous librarian at Caswell County Public Library is the one who thought to turn to NCknows when they couldn't answer the patron on their own.
Caswell County Public Library & Alicia Wyatt
09:54 patron: If you save a resume in NC Live, can you access it a couple weeks later?
09:55 Alicia: Hi
09:55 Alicia: I'm not sure, but we'll figure it out!
09:55 Alicia: Where in NClive are you working on your resume? Is there a link you can send?
09:56 patron: Careers,Jobs
09:56 Alicia: Are you looking at Job & Career Accelerator specifically?
09:56 patron: yes
09:57 Alicia: Logging in and checking....
09:57 patron: Honestly, I am with a small library and a patron created the resume. Now he says he can't find it. One staff member is trying to help him, so I thought I would ask if it is even possible...
09:59 Alicia: I am honestly not familiar with it, either. Since you have to create a personal account after logging in, I would think it would save it.
09:59 Alicia: It's by the same company as Learning Express Library, and I know that personal info saves there
09:59 Alicia: But I'm try it out...
09:59 Alicia: Does he remember his personal login, after he enters his library card number?
10:00 patron:
10:01 Alicia: I just saved one.
10:01 patron: I'll ask, I don't have an account, but can set one up and try it... :) I'll find out from him.
10:01 Alicia: To find it again, you have to go to "Tools to Get Hired" tab
10:01 patron: OH THanks!!!
10:01 Alicia: Then there's a small link for 'My resumes'
10:01 patron: That's a big help.
10:02 Alicia: I noticed that the SAVE button wasn't super obvious
10:02 Alicia: But hopefully he did actually save it
10:02 patron: I was still registering!
10:02 patron: Thanks!!!
10:03 Alicia: You're very welcome.
10:03 patron: He got it!
10:03 Alicia: Now I know about another product, too :)
10:03 Alicia: Can I help with anything else?
10:03 patron: That's it. I appreciate it!
10:03 Alicia: Bye!