Less Than 10% of Library Service Users Ask For Help

User engagement and support is getting increasing attention in the world of institutional repositories as user-driven improvements are becoming the norm. As the Los Alamos National Laboratory Research Library prepared for an interface overhaul intended to modernize current online tools, we developed a pipeline to track and analyze user feedback. We focused our efforts on emails specific to one tool sent to the helpdesk, from its launch in March 2012 to November 2018. We analyzed both email volume and email contents and found that while email volume is stable over time, contents vary in correlation to changes in tool workflows, capabilities, and policies dictating tool use. Our developed methods offer insights into user behavior and guidance for future tool development.