42 · SPEC Kit 302
21. How do users most commonly alert library staff about public computing problems? N=62
In person at Reference desk 32 52%
In person at Circulation desk 8 13%
In person at tech help desk 4 7%
Via e-mail to staff 6 10%
Via online bulletin board 0 —
Via physical bulletin board 0 —
Other 12 19%
Please describe the other options.
“At closest public services desk.”
“At the nearest public service desk whether it is Reference, Circulation, a branch library, or the Information
Commons.”
“At the Reference Desk AND at the Circulation Desk.”
“Combination of in person at reference desk, in person at circulation desk and via e-mail to tech staff support
address.”
“In person at any public services desk.”
“In person at our multiple service desks — not limited to just one type or location.”
“In person at reference desk and at circulation desk.”
“In person at Reference desk, Circulation desk, and via e-mail to staff.”
“In person at the Information Desk.”
“Plan to offer chat/IM starting fall term.”
“Sometimes they tell us in person. Sometimes they go through the Web-based help application.”
“Three ways: in person at Reference desk in person at circulation desk, and via e-mail to staff.”
22. Does your library use a helpdesk ticket tracking software to assist in managing, addressing, and
reporting public computer problems? N=62
Yes 45 73%
No 17 27%
21. How do users most commonly alert library staff about public computing problems? N=62
In person at Reference desk 32 52%
In person at Circulation desk 8 13%
In person at tech help desk 4 7%
Via e-mail to staff 6 10%
Via online bulletin board 0 —
Via physical bulletin board 0 —
Other 12 19%
Please describe the other options.
“At closest public services desk.”
“At the nearest public service desk whether it is Reference, Circulation, a branch library, or the Information
Commons.”
“At the Reference Desk AND at the Circulation Desk.”
“Combination of in person at reference desk, in person at circulation desk and via e-mail to tech staff support
address.”
“In person at any public services desk.”
“In person at our multiple service desks — not limited to just one type or location.”
“In person at reference desk and at circulation desk.”
“In person at Reference desk, Circulation desk, and via e-mail to staff.”
“In person at the Information Desk.”
“Plan to offer chat/IM starting fall term.”
“Sometimes they tell us in person. Sometimes they go through the Web-based help application.”
“Three ways: in person at Reference desk in person at circulation desk, and via e-mail to staff.”
22. Does your library use a helpdesk ticket tracking software to assist in managing, addressing, and
reporting public computer problems? N=62
Yes 45 73%
No 17 27%
