We've looked extensively into the question during the past year; our Reference Archivist has been soliciting and collecting data on products folks are using, how well they like them, and what they are using them for. There is also a lot of discussion on the Reference and Outreach lists on this topic.

Altarama's RefTracker has come out as one product that can be well used by multiple types of archives/libraries/special collections.  It can be hosted or licensed for local implementation.  They have great customer service and are willing to set up trials so you can test out the software and all the features.  They have recently added in some features that are useful to phone/tablet users as well as connecting in with Skype.  

http://www.altarama.com/


Gimlet doesn't allow for multiple back and forth interactions and attachments although it looks great for quick one-off reference question/answers and for keeping reference stats.



Kari R. Smith, Digital Archivist
MIT Libraries, Institute Archives and Special Collections
617-258-5568  |   smithkr (at) mit.edu
http://libraries.mit.edu/archives/


-----Original Message-----
From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of Halbert, Helen
Sent: Thursday, August 22, 2013 4:26 PM
To: [log in to unmask]
Subject: Re: [CODE4LIB] Desk Statistics Software Question

Thanks for all your responses, folks.

I'm wondering if anyone has any recommendations of systems/platforms specifically for recording reference questions (and answers) and putting together a searchable knowledge base? Seems like Gilmet might be good for this -any others?

Helen

On 2013-08-22 12:48 PM, "Kaile Zhu" <[log in to unmask]> wrote:

>People here only need a monthly report.  What I have is simple, but
>clear, with a bar graph and hits in number and percentage.   But I am
>interested in your approaches.  - Kelly Zhu
>
>-----Original Message-----
>From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of 
>Joshua Welker
>Sent: 2013年8月22日 14:38
>To: [log in to unmask]
>Subject: Re: [CODE4LIB] Desk Statistics Software Question
>
>I strongly recommend HighCharts. It's free and entirely in Javascript, 
>and the charts is creates are rendered as SVG and can be manipulated in 
>real-time in the browser. I tried the Google Chart API but couldn't 
>make heads or tails of it.
>
>
>Josh Welker
>
>
>-----Original Message-----
>From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of 
>Kaile Zhu
>Sent: Thursday, August 22, 2013 2:33 PM
>To: [log in to unmask]
>Subject: Re: [CODE4LIB] Desk Statistics Software Question
>
>I like your line graph.  Mine is using simple css to draw the bar.  I 
>am working on using google chart api to draw combo graph (bar + line).  
>Once I finish it, it should look much nicer.  .NET has its own chart 
>controls, but it's server side and clumsy.  - Kelly Zhu
>
>-----Original Message-----
>From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of 
>Stephen Zweibel
>Sent: 2013年8月22日 14:14
>To: [log in to unmask]
>Subject: Re: [CODE4LIB] Desk Statistics Software Question
>
>I did the same, but with Python! Available here:
>https://github.com/szweibel/Augur
>
>Allows for customization of what you're tracking. Also open-source.
>Photos attached.
>
>Stephen Zweibel
>Visiting Reference Librarian
>Health Professions Library
>Hunter College
>[log in to unmask]
>
>
>
>On 8/22/13 3:00 PM, "Kaile Zhu" <[log in to unmask]> wrote:
>
>>Not sure if this is what you want.  I developed it for my library, 
>>using .NET environment.  Take a look at the attached pictures.  Let me 
>>know if you, or anybody else wants it, or want me to show more screen
>shots.
>>
>>Kelly Zhu
>>Web Services Librarian
>>405-974-5957
>>
>>-----Original Message-----
>>From: Code for Libraries [mailto:[log in to unmask]] On Behalf 
>>Of Brian McBride
>>Sent: 2013年8月22日 11:10
>>To: [log in to unmask]
>>Subject: [CODE4LIB] Desk Statistics Software Question
>>
>>Code4Lib,
>>
>>I am curious what other institutions are using for tracking desk stats?
>>We are evaluating our current solution and wanted to see what what 
>>other solutions are available  either commercial or open source.
>>
>>Thanks,
>>
>>Brian
>>
>>Brian McBride
>>Head of Application Development
>>J. Willard Marriott Library
>>
>>O: 801.585.7613
>>F:  801.585.5549
>>[log in to unmask]<mailto:[log in to unmask]>
>>
>>
>>
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>
>**Bronze+Blue=Green** The University of Central Oklahoma is Bronze, 
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>**CONFIDENTIALITY** This e-mail (including any attachments) may contain 
>confidential, proprietary and privileged information. Any unauthorized 
>disclosure or use of this information is prohibited.
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>**Bronze+Blue=Green** The University of Central Oklahoma is Bronze, 
>Blue, and Green! Please print this e-mail only if absolutely necessary!
>
>**CONFIDENTIALITY** This e-mail (including any attachments) may contain 
>confidential, proprietary and privileged information. Any unauthorized 
>disclosure or use of this information is prohibited.