August 2020 Statistics

Question Type

SMS 761 Chat 7,644 FAQ Views 53 Email 1,978 Total 10,436 Total Transactions by Entry Point

Statewide Ask a Librarian University of Florida Tampa - Hillsborough Public Library Lee County Library System Manatee County Public Library System University of South Florida Indian River State College Academic Florida Atlantic University Florida A&M University Florida State University Valencia College State College of Florida Palm Beach County Library System Seminole County Library System Nova Southeastern University Polk State College St Petersburg College Broward County Library St Johns County Public Library System Eastern Florida State College Hillsborough Community College Miami Dade College Palm Beach State College Pasco County Library System University of Central Florida Florida SouthWestern State College Palm Beach Atlantic University Jacksonville Public Library Pasco-Hernando State College St. Petersburg Library System Monroe County Public Library Osceola Library System AAL Helpdesk North Florida College Delray Beach Public Library USF eResources Shimberg Health Sciences Library Tallahassee Community College Southeastern University College of Central Florida Volusia County Public Library Lake County Library System TBLC Maitland Public Library State Library of Florida Santa Fe College Collier County Public Library 0 500 1000 1500 2000 2500

CHAT EMAIL SMS What’s the Breakdown of Questions by Source?

CHAT EMAIL SMS FAQ

7% 1%

19%

73% What Devices are Patrons Using to Ask Questions?

iPad Chrome OS Android iPhone Macintosh Windows

2% 3% 6%

11%

51%

27%

SMS

Total SMS by Library

Hillsborough County Public Library Cooperative Lee County Library System State-Wide AskALibrarian Queue Florida A&M University Seminole County Library System Valencia College Broward County Library Jacksonville Public Library Palm Beach County Library System Pasco County Library System University of Florida Manatee County Public Library System Florida SouthWestern State College Palm Beach State College University of South Florida State College of Florida Eastern Florida State College Pasco-Hernando State College St. Petersburg Library System St Johns County Public Library System Florida Atlantic University University of Central Florida Polk State College Miami Dade College Volusia County Public Library TCC Monroe Co. Public Library--Florida Keys St Petersburg College Southeastern University Santa Fe College Palm Beach Atlantic University Lake County Library System Florida State University Indian River State College Hernando County Public Library Florida Gateway College Chipola College Bay County Public Library/Northwest Regional

0 20 40 60 80 100 120 140 160 180

Chat

What Percent of Chats Were Answered/Missed?

MISSED ANSWERED

9%

91% Which Departments Answered Chats (by type)?

Statewide Academic Local

26%

5%

69%

Which Department Answered Chats (by local library)?

Statewide Ask a Librarian University of Florida Lee County Library System Tampa - Hillsborough Public Library University of South Florida Academic Indian River State College Florida Atlantic University Florida State University Florida A&M University Nova Southeastern University State College of Florida Palm Beach County Library System St Petersburg College Polk State College Valencia College Seminole County Library System Eastern Florida State College Miami Dade College Hillsborough Community College Palm Beach Atlantic University Palm Beach State College St Johns County Public Library System Osceola Library System Pasco-Hernando State College University of Central Florida Florida SouthWestern State College North Florida College Monroe County Public Library Delray Beach Public Library Broward County Library Southeastern University Tallahassee Community College

0 500 1000 1500 2000 2500 Which Widgets Brought in the Most Chats (Top 25)?

University of Florida Slide

Hillsborough County Public Library Cooperative local page

Florida Atlantic University - Slideout

Lee County Library System -AAL-Slide-Out-Chat

USF Libraries AaL Widget

IRSC Fall 2020

SCF slide-out

Statewide askalibrarian.org (on main page)

FAMU-slide

University of South Florida local page

Nova Southeastern Slideout

St Petersburg Library System local page

PBCLS

Valencia College local page 2

Palm Beach Atlantic University slideout with proactive prompt

Broward County Local Page

aal-web-popout

Palm Beach County Library System local page

Seminole County local page

Polk State College Slideout (copy)

Lee County Library System AAL-In-Page-Chat

Nova Southeastern University Widget 1

Miami Dade College AaL widget

St Petersburg College LINCCWeb Invite

St Petersburg College GenericWidget_SPC

0 100 200 300 400 500 600 700 800 900

Email

Total Emails by Library

Manatee County Public Library System Hillsborough County Public Library Cooperative State-Wide AskALibrarian Queue Broward County Library University of South Florida Valencia College Pasco County Library System St Johns County Public Library System Florida A&M University AAL Helpdesk Jacksonville Public Library St. Petersburg Library System Polk State College Seminole County Library System University of Central Florida Florida Atlantic University University of Florida Florida State University USF eResources Shimberg Health Sciences Library Hillsborough Community College Florida SouthWestern State College Monroe Co. Public Library--Florida Keys St Petersburg College TBLC State College of Florida Miami Dade College Indian River State College State Library of Florida Palm Beach Atlantic University Lee County Library System Palm Beach County Library System Delray Beach Public Library Nova Southeastern University Palm Beach State College Marion County Public Library System Lake County Library System Volusia County Public Library Southeastern University Pasco-Hernando State College Collier County Public Library College of Central Florida USF Tampa Special Collections Maitland Public Library Bay County Public Library/Northwest Regional TCC North Florida College Heartland Library Cooperative 0 50 100 150 200 250 300 350 400 450 500 Top 25 FAQ Search Terms (Queries)

library 7 williams 3 patterson 6 2006 3 miller 6 looking 3 & 6 find 3 account 5 number 3 book 4 graders 3 textbook 4 first 3 carnes 3 online 3 access 3 card 3 curbside 3 attention 3 student 3 lack 3 wilson 3 instruction 3 2004 3