Categories
Library services

Stats Corner

Is Library Live Chat the powerhouse of all questions?

Library Live Chat is our online chat service that allows you to chat – live – with a member of library staff. The team are super speedy getting to more than 90% of calls within 30 seconds.

*A true representation of the Library team when the beep of a Library Live Chat comes in.

We also link our Facebook Messenger and Twitter messages to our chat software – because we know you like to message the library using these platforms too.

It’s very popular, as these statistics show!

In the first trimester (27 September 2021 – 31 January 2022) there were:

  • 2,283 chats.
  • The busiest month was October 2021 with 674 chats.
  • The busiest day of the week for chat was Monday.
  • The busiest time of the day was between 10am and 12pm.

And, most importantly, 97.5% of the chats in this period were rated as Good or Excellent.

In case you’re interested in more information on service-level stats, please browse the Library’s service and business standards (aka Service-Level Agreements).

Categories
Library services

Is borrowing a Book easy? We think so…

We’ve been working to make borrowing books easier than ever.

Over the past few years we’ve been inserting RFID* tags into all our books. That’s many hours spent inserting tags and programming (we loved every moment of those stickers). Long story short, this means when you borrow a pile of books, you no longer have to find and scan every barcode in each book to check them out.

Our new self-issue machines can read multiple RFID tags at the same time as soon as you place the pile of books on the machine, making the whole process quicker and easier.

Pirate language is optional but makes for a hearty experience.

We’ve also made it possible to reserve on-shelf books. Just find a book you want via the Library Search and reserve it, whether it’s on-loan or on-the-shelf. If it’s on-loan it will be reserved for you when it’s returned. If it’s on-the-shelf, a member of library staff will fetch it for you and place it on the reserved-items shelf. You always get an email when it’s ready to collect. We’ve fetched 5,518 of these on-shelf books in the first trimester** alone!

* Radio Frequency Identification

** Trimester 1 was 27 September 2021 to 31 January 2022