This presentation describes a troubleshooting workflow for bug reports submitted by patrons, who often need access restored ASAP. It will address lines of communication, Cornell’s division of labor, our investigative thought process, as well as common problems and their fixes. Includes LOLcats for moral support.
Heather Shipman coordinates Cornell's ebook ordering team and is part of the e-resource troubleshooting team. She tends to stick her nose into everything to see how it works.
Tuesday March 6, 2018 9:15am - 9:30am CST
Room 105
Ticketing systems have many advantages for reporting and resolving problems in a library. Unfortunately, proprietary ticketing systems are often expensive or complicated; This presentation will discuss how our library used Google Apps and simple (and shareable) coding to create a ticketing system that works for many areas of the library.
SCELC has generously supported grants for hackfests for electronic resource issues for the past two years. These e-resource-focused events welcome all experience levels, and encourage cross-training and creative thinking rather than requiring programming knowledge. We will share our planning, marketing, and program information for productive, collaborative events with tangible takeaways.
Are you feeling overwhelmed by the variety and number of resource access issues you're asked to fix? This presentation provides a guide to common resource access issues, ways to recognize patterns or larger concerns, methods for creating workflow standardization, and opportunities for delegation in access error investigation and repair.
