In our fast-paced digital world, the roles of researchers and research librarians are evolving more rapidly than ever. The important task of tracking and managing research requests can’t be left to traditional ticketing software.  While a staple in query management and user assistance, traditional ticketing software often falls short in meeting the specialized demands of research centers. 

Understanding the Limits

Traditional ticketing software can struggle with the nuanced demands of legal, government and corporate research and management. The limitations of traditional ticketing systems include: 

• Limited Customization: Conventional ticketing solutions offer minimal flexibility, making it difficult to tailor the system to meet the specific needs of different research environments. This rigidity can hinder the effectiveness of the system as it’s not able to adapt to the unique requirements of various research teams. Customizations, if possible, can often be difficult with a high level of technical knowledge required. 

• Inadequate Documentation Support: These platforms do not adequately cater to the extensive documentation needs crucial in research settings. Researchers often need to attach detailed reports, datasets or reference materials, which traditional ticketing systems don’t always handle effectively. 

• Rigid Workflow Management: The workflow options available in standard ticketing systems lack the adaptability needed to support the dynamic nature of research management tasks. Research projects often require complex, multi-step processes that need to be customized on the fly, something traditional systems can’t provide. 

• Limited Search Capabilities: Traditional ticketing systems often lack advanced search functionalities like Boolean searching or proximity searching, making it challenging to perform precise and comprehensive information retrieval. This limitation can slow down research processes as users waste time looking for the information they need. 

What Does a System Tailored to the Needs of a Research Team Look Like? 

Managing research requests efficiently can be a daunting task. A system tailored for research teams streamlines this process, ensuring all data is centralized and easily accessible. So, what can a request management tool give you that a traditional ticketing system can’t? 

• Security Handling: With research queries from a range of customers, sources and locations, there can often be sensitive or confidential information. Using a system that securely handles this information is critical because it ensures data is accessible only to authorized personnel. It should assign access controls to sensitive projects, limiting viewing and editing to authorized team members. This approach maintains confidentiality and helps comply with data protection regulations. 

• Advanced Analytics: Precision reporting is essential for tracking performance, identifying trends, and making informed decisions. Systems should be able create custom and scheduled reports to capture specific metrics and insights, ensuring all necessary information is accurately recorded and easily accessible. This drives data-driven decision-making, ultimately opening new avenues for research exploration and insight generation.  

• Customizable Data Handling:  Different teams with unique requirements and workflows need to have flexibility in how these workflows are managed. Your system should be able to fit your specific needs, capturing exactly what you need without unnecessary clutter. Create custom forms to capture specific details, project requirements, or deadlines, ensuring every piece of information is recorded accurately and can be referenced later. This precision saves time and reduces errors in data collection. 

• Advanced Email Integration: Keep everyone on the same page with automated updates and seamless communication. With new requests, an automated email notification can be sent to the relevant research team members. This connectivity ensures that all team members are informed and can collaborate effectively and efficiently. 

• Source Tracking: Research teams source data from a wide range of databases, knowledge bases and more. Being able to track and rank these is key for managing these external sources and monitoring their usage and effectiveness. Get maximum value from the diverse range of research sources and databases used for answering requests. To make informed decisions about prioritizing databases and sources, you need a system that accurately tracks, manages, and ranks all added research sources and provides clear visibility into their usage and effectiveness.  

• Robust Knowledge Base: Trying to track down that response from a previous query? With all requests channeled into a central location, you start to build a gold mine of information and you need a sophisticated but simple way to find this information. You should be able to easily access past research and queries, making it simpler to build on existing knowledge and avoid duplicating efforts. Store all your previous research, case studies or clinical studies in a searchable database, allowing other researchers to quickly find relevant information, saving time and improving accuracy. This leads to more efficient and effective research processes. 

Traditional ticketing solutions often fail to meet the specialized needs of research teams.  A tailored request management system addresses these unique challenges by providing robust security features, advanced email integration and sophisticated analytics and source tracking. By adopting a solution designed with direct input from researchers, teams can streamline their processes, ensuring efficient and effective management of research requests while focusing more on their core research activities.  

If your research team needs a request management system to meet these demands, contact us to learn more about illumin.