1. Legislative Library of British Columbia BC Legislative Library Selecting Question Tracking Software Peter Gourlay

2. Legislative Library of British Columbia Why a question tracker? Staff turnover Information sharing Drawing upon previous answers Even distribution of questions Statistics

3. Legislative Library of British Columbia Preparation (Jan 2012) Staff working group created Literature review Other libraries

4. Legislative Library of British Columbia Initial Conclusions Knowledgebase vs Question Tracker In house vs off the shelf Changing focus – knowledge transfer to reference service improvement

5. Legislative Library of British Columbia Brainstorming (May 2012) Brainstorming session List of essential features Strong searching / minimum workflow disruption Client portals Automated emails Privacy

6. Legislative Library of British Columbia Short List Bailey Enquire Illumin Isupport Final recommendation (Nov 2012)

7. Legislative Library of British Columbia Desk Trial (Jan 2013) Configuration and training Client records Question records Project does not proceed

8. Legislative Library of British Columbia Lessons Learned Library products not the best Build it vs buy it Privacy User buy-in key to success Staff knowledge building

9. Legislative Library of British Columbia Questions?