Presentation Date
5-22-2026
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Description
Abstract
Background
At an Academic Health Sciences Library, library workers were experiencing issues with user-submitted information from their reference service request form. The information was often incomplete making it difficult to triage and complete requests. Additionally, two different forms were being used to request reference services. Finally, there was not a centralized place for users to request other library consultation services such as Research Data Management and Special Collections service requests. The aim of this project was to create a new form that centralizes service requests and consolidates the two forms already in use.
Description
A draft form was created by librarians involved in service request triage and the reference service. Feedback was requested from all Health Science Library Departments involved in providing library services during their department meetings. These three departments handle library questions, reference, and consultation requests through the LibAnswers ticket system. Feedback on the draft was requested via email using a shared draft document and then in-person at department meetings. Following each department meeting the draft form was improved.
Next the shared document draft form was drafted as a LibAnswers Widget Form. It was found that not all of the planned form functions could be implemented. It was hoped that the new form would be able to route service requests to the correct department directly. However, this type of logic was not able to be implemented using the LibAnswers Widget due to form logic and queue limitations. Additionally, after discussion with relevant departments, it was determined this type of routing by end-users could be problematic due to inaccurate information.
Finally, all departments were asked for feedback on the draft Widget Form via email, at two weekly all-hands meetings, and anecdotally. Improvements to the form were implemented after this feedback.
Conclusions
The new form was implemented on the Health Sciences Library's website. One feedback email was received which discussed how automated routing of requests to specific departments could be implemented. This feedback was not implemented due to concerns from the team that users often mis-categorize their requests and this could result in a confusion about which department should handle requests and that requests would be lost. No feedback was received at the all-hands meetings. Anecdotal feedback from the relevant departments has been positive, noting that user-submitted information is more comprehensive and easier to use. In the future the direct routing of service requests to individual departments may be re-visited.
Document Type
Presentation
Conference/Presentation Location
MLA 2026
Language
English
Keywords
library services, health sciences library, service request forms
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Recommended Citation
Everitt, Leah A.; Robyn Gleasner; Kristin Proctor; Amy Weig-Pickering; and Moses Moya. "Health Sciences Library Service Request Web Submission Form Re-Design." (2026). https://digitalrepository.unm.edu/hslic-posters-presentations/232
Slides
HealthScienceLibraryServiceRequestWebSubmissionFormRe-Design_Transcript.txt (4 kB)
Transcript