RefTracker

Information delivery organisations such as Libraries, Museums, and Archives use RefTracker to finally get control of both the timeliness and quality of reference responses, to easily and - where appropriate - automatically assign requests to reference staff, and to make re-use of responses to recurring questions simple and accurate.

RefTracker plays the central role in creation of an environment where library staff can deliver quality information and instruction to clients using a variety of contact methods including email, web forms, Skype, person to person, phone and more. It automatically captures statistics about the requests being handled and the effectiveness of library resources in handling them.

Reference and research staff work together more effectively in organisations of all types and sizes where there is a need to deliver reference service in a timely, quality-assured manner. In particular, where patrons are remote from library staff, or where staff is spread across multiple locations, RefTracker provides a degree of visibility and control that is unmatched in other commercial or home-grown products.

Contact us for a brochure detailing the features that distinguish RefTracker from all other solutions for managing requests in Libraries, Museums, Archives, and other information delivery organisations. RefTracker has the complexity essential to large organisations like State and National bodies, the reliability and responsiveness required by organisations with time critical workloads like Special and Legal libraries, yet the simplicity of use required to deliver cost effective returns to all types of information delivery request answering services from large to small.

RefTracker can also be used with Altarama's RefChatter online reference product, providing a full suite of options for managing requests no matter how clients like to contact your organization - web forms, walk-ins, phone, email, IM, SMS, and chat widgets inserted in your web pages or social media. Staff can use our products at their desk, at the information service desk, on their mobile phone or tablet, or even from home.

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Clever Request Management

  • See and control what’s really happening to reference requests.
  • Reduce or eliminate redundant work.
  • Allow your team to work more efficiently as one team.
  • Includes DeskStats and DeskStatsPlus features for statistics about work that does not need follow up.
  • Produce meaningful statistics just by providing responses.
  • Continually customize forms, reports and workflows, always without IT assistance.
  • Create an editable knowledge database based on local policies and preferences.
  • Web-based so there is no software to download. It can be hosted by us or you.