Change your Service Policies Based on your Data

Abstract

Texas A&M University (TAMU) Libraries' free "Get it for me" service is popular and appreciated by its students and faculty alike. Nevertheless, we noticed many items were not picked up after receipt. In the spring semester of 2016, for each item not picked up, we emailed our customers to ask why they did not come to pick up their requests. Based on the data, we made service policy changes in the summer semester of 2016. As a result we saw a decrease in not picked up rate since. This paper explains the methods we used to achieve this improved results.