Ask-WA Statistics – December, 2009

December tends to be a slower month for Ask-WA, mainly because academic traffic drops off so sharply during the holiday breaks. In numbers:

• Email questions received: 3319
• Chat sessions requested: 3474
• Chat sessions accepted: 2883
• Qwidget requests (% of total): 791 (22.8%)

On a positive note, our answering percentage rose from its dangerously low 74% last month up to 83% in December, which is ideal. The best part is that this higher ratio is due to every cooperative maintaining a good ratio in December (as opposed to one group doing super-well and raising the rest up). Qwidget requests, as a percentage, rose from November to come back up to their average 20-25% level.

The word cloud highlights some of the most-used words left in survey comments throughout December. Some great words this month include: amazing, awesome, prompt, kind, helpful, useful, and wonderful.

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Ask-WA Statistics – November, 2009

Ask-WA slowed down a bit in November compared to October, but since we were super-extra busy in October, that isn’t saying too much. November numbers were still well ahead of September, August, and July numbers, especially in terms of chat sessions requested. In numbers:

• Email questions received: 3743
• Chat sessions requested: 4912
• Chat sessions accepted: 3645
• Qwidget requests (% of total): 965 (19.6%)

As a cooperative we maintained an answering percentage of 74% for the month, which is down significantly from previous months, and falls just below our goal percentage of 75%. This is due to some drag in the public cooperative, but I’m sure we can dust ourselves off and bring the numbers back up! Chat continues to dominate email, though both services remain well-used. Qwidget traffic dropped this month to just under 20%, down from a fairly consistent 25% in previous months.

The word cloud highlights some of the most-used words left in survey comments throughout November. Some great words this month include: wonderful, excellent, fast, quick, great, impressed, and love.

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Ask-WA Statistics – October, 2009

Ask-WA picked up significantly in October, beating September and August in every category. Except Qwidget requests, which remained about even, percentage-wise. In numbers:

• Email questions received: 4287
• Chat sessions requested: 5303
• Chat sessions accepted: 4343
• Qwidget requests (% of total): 1282 (24.2%)

As a cooperative we maintained an answering percentage of 81.9% for the month, which is down nearly 5% from September (probably because of the increased traffic), but remains well over the goal rate of 75%. Keep up the good work! The email aspect of the service continues to enjoy plenty of traffic, though the chat service blossomed this month and beat email by over 1,000 questions. Qwidget traffic remains consistent at around 1/4th of the total chat traffic.

The word cloud highlights some of the most-used words left in survey comments throughout October. The larger the word, the more it was used, so it’s nice to be able to easily pick out (because of their size), words like: great, helpful, wonderful, excellent, useful, impressed, nice, easy, and love.

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Ask-WA Statistics – August, 2009

Ask-WA maintained a busy service during the month of August, with email again outpacing chat service. In numbers:

• Email questions received: 3821
• Chat sessions requested: 3067
• Chat sessions accepted: 2599
• Qwidget requests (% of total): 789 (25.7%)

As a cooperative we maintained an answering percentage of 84.7% for the month, which is lower than in July but remains well over the goal rate of 75%. Keep up the good work! The email aspect of the service remains robust, and outpaced chat for the month. Qwidget traffic remains around 1/4th of the total chat traffic, with the main users continuing to be Seattle Public and UW Libraries.

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