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The report highlights activity in the academic and public queues, how Minnesota patrons were helped, when patrons came in to ask questions, and patron satisfaction with the service. The format of the report is much different than previous published reports.

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The report highlights activity in the academic and public queues, how Minnesota patrons were helped, when patrons came in to ask questions, and patron satisfaction with the service. The format of the report is much different than previous published reports. In an effort to highlight important key pieces the report was streamlined to show information relevant to Minnesota patron usage. 

The academic queue saw a 25% increase in questions from the previous year. This is the most significant rise in questions in the academic queue since the service began even though the overall service saw a slight dip of 3% in activity from 37,813 questions in FY15 to 36,750 questions in FY16. Two other notable changes to the overall AskMN service in FY16 was the update of the AskMN logo which had not been changed since the service began in 2008 and the addition of the proactive chat widget to many of the ELM databases. The goal of the proactive chat widget was to increase visibility of the service at the patron’s point of need. 

You can access the latest report by viewing our Minitex AskMN website: http://minitex.umn.edu/Reference/AskMn.aspx 

Written by

Carla Pfahl
Reference Outreach & Instruction Librarian
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