This presentation was given during the Springshare SpringyCamp Virtual Conference

Mortimore, Jeffrey M.

Skinner, Debra G.

English

Georgia Southern University: Digital Commons@Georgia Southern

Georgia Southern UniversityDigital Commons@Georgia SouthernLibrary Faculty Presentations Faculty Research and Publications11-20-2015Take It to the eTeam: Improving ERATroubleshooting Management andCommunications with LibAnswersJeffrey M. MortimoreGeorgia Southern University, jmortimore@georgiasouthern.eduDebra G. SkinnerGeorgia Southern University, dskinner@georgiasouthern.eduFollow this and additional works at: https://digitalcommons.georgiasouthern.edu/lib-facpresentPart of the Library and Information Science CommonsThis presentation is brought to you for free and open access by the Faculty Research and Publications at Digital Commons@Georgia Southern. It hasbeen accepted for inclusion in Library Faculty Presentations by an authorized administrator of Digital Commons@Georgia Southern. For moreinformation, please contact digitalcommons@georgiasouthern.edu.Recommended CitationMortimore, Jeffrey M., Debra G. Skinner. 2015. "Take It to the eTeam: Improving ERA Troubleshooting Management andCommunications with LibAnswers." Library Faculty Presentations. Presentation 39. source: https://buzz.springshare.com/springycamp/Nov-2015/gsuhttps://digitalcommons.georgiasouthern.edu/lib-facpresent/39Take It to the eTeam!  Improving ERA Troubleshooting Management and  Communications with LibAnswers Jeffrey Mortimore & Debra Skinner Collection & Resource Services Zach S. Henderson Library Agenda •  Context  - ERA troubleshooting (past, present, and future) •  Plan - eTeam queue and internal FAQ •  Execution - Tags, tiers, and assessment  •  Observations & Opportunities - Outcomes, looking forward, and best practices •  Contacts & Questions The Context •  ERA troubleshooting is complex  –  Campus IT –  Library Systems Department (library computers, proxy) –  Collection & Resource Services Dept.  (Tech Services) •  Handles ERA troubleshooting –  GALILEO (Georgia Consortium) –  Vendors/Publishers •  Training Needs –  Information Services Desk triage –  User and his/her computer •  On/Off Campus •  Cookies •  Browser  Complexity Increases •  Discovery Layer – Easy to use on basic level   –  Adds new dimension of complexity –  Staff, faculty, students have to make adjustments –  Multiple catalogs for library resources •  Classic •  Gil-Find (Vu-Find) •  Discover •  Union –  Initial set-up and ongoing tweaks •  Proactive decisions about usability •  More troubleshooting   Who You Gonna Call? •  E-Team –  E-mail for all electronic resources troubleshooting –  Sent to two librarians in Collection & Resources Services •  Triage •  Forward problems as needed •  Staffing  –  Convinced Library Dean to allow re-direct open position –  Hired as Discovery Services & Data Curation Librarian –  Discovery interpreted in broad sense of making all library resources as discoverable as possible –  Emphasis on proactive activities in addition to response –  Emphasis on training to reduce redundant work The Plan ERA troubleshooting and support wants and needs:  –  Move workflows out of our inboxes •  Reduce buried and lost emails  •  Improve delegation, tracking, and turn-around time •  Consolidate support, enhancement, and rollout tasks •  Increase transparency and accountability –  Consolidate and improve communications with library personnel and patrons •  Formalize request and acknowledgment process •  Improve status and update reporting •  Repurpose and integrate support materials  Enter LibAnswers… eTeam Queue All	  eTeam	  members	  belong	  to	  queue.	  	  eTeam	  leader	  manages	  triage,	  assignment,	  and	  closure	  of	  7ckets.	  	  All	  7ckets	  coded	  using	  a	  three-­‐part	  7ering	  scheme.	  	  Since	  July,	  about	  274	  7ckets	  entered.	  Internal FAQ Internal	  FAQ	  accessible	  only	  to	  library	  personnel.	  	  	  Provides	  system	  status	  informa7on,	  updates	  on	  open	  support	  7ckets,	  and	  support	  material	  for	  electronic	  resources.	  	  Content	  oriented	  to	  a	  library	  audience.	  Internal FAQ New	  ERA	  support	  7ckets.	  	  Internal FAQ Persistent	  “Known	  Issues”	  post.	  Internal FAQ Links	  to	  status	  informa7on,	  updates,	  and	  support	  material	  	  Internal to External FAQ  Internal	  eTeam	  FAQ	  External	  Public	  FAQ	  No	  reinven7ng	  the	  wheel…	  Relevant	  internal	  posts	  are	  reposted	  to	  public-­‐facing	  FAQ.	  The Execution: Tags Tiers	  assigned	  as	  tags,	  which	  can	  be	  changed	  on	  the	  fly	  as	  the	  7cket	  evolves.	  	  ASAP	  tag	  for	  7me-­‐cri7cal	  7ckets.	  Tiers Origin & Scope Tier Title Description Example 0 Point of Need Real-­‐7me	  report;	  aTempt	  resolu7on	  at	  point	  of	  need	  and/or	  escalate	  to	  Tier	  1	  if	  further	  interven7on	  is	  required.	  Many	  Tier	  0	  tasks	  may	  be	  resolved	  at	  the	  Reference	  Desk	  without	  needing	  to	  be	  reported	  to	  the	  eTeam.	  Database	  account	  setup	  ques7on;	  answered	  with	  exis7ng	  eTeam	  FAQ;	  resolved	  at	  Tier	  0.	  1 Emergent Escalated	  Tier	  0	  task	  that	  either:	  1. Informa7on	  need	  could	  not	  be	  met	  at	  point	  of	  need	  and	  requires	  further	  interven7on.	  2. Requires	  further	  interven7on	  even	  if	  informa7on	  need	  was	  met.	  Journal	  needs	  to	  be	  removed	  from	  link	  resolver,	  catalog,	  and	  OCLC	  due	  to	  coverage	  change	  in	  database.	  Issue	  reported	  by	  ILL.	  eTeam	  corrects	  record;	  ILL	  no7fied;	  resolved	  at	  Tier	  1.	  2 Enhancement Enhancement	  iden7fied	  from	  analysis	  of	  Tier	  0	  and	  Tier	  1	  tasks,	  or	  as	  result	  of	  content	  review,	  usability	  study,	  etc.	  Reference	  staff	  request	  changes	  to	  Discover	  forms	  in	  LibGuides.	  eTeam	  develops	  new	  forms;	  resolved	  at	  Tier	  2.	  3 Rollout Task	  management	  for	  rollout	  of	  new	  resource	  or	  service.	   Library	  adopts	  New	  York	  Times	  Online.	  eTeam	  evaluates	  account	  setup	  procedures,	  prepares	  instruc7ons,	  and	  deploys	  to	  appropriate	  portals.	  Resolved	  at	  Tier	  3.	  4 Audit Planned	  ongoing	  review	  of	  system,	  configura7on,	  or	  metadata	  to	  reduce	  troubleshoo7ng	  incidents.	  Due	  to	  frequent	  Tier	  1	  requests	  for	  missing	  Wiley	  full	  text,	  eTeam	  starts	  ongoing	  audit	  of	  associated	  target	  and	  profile	  ac7va7ons	  in	  link	  resolver	  and	  catalog.	  Ongoing	  at	  Tier	  4.	  Tiers Stakeholder Review Tier Title Description Example 0 None No review beyond ticket owner.	   eTeam member corrects a journal title’s spelling found during a Tier 4 audit of Wiley journal subscriptions.	  1 Internal Review by other eTeam personnel.	   Head of Technical Services reviews proposed changes to discovery layer settings to improve full text delivery.	  2 Department Review by other library department.	   Reference Department reviews and approves link text changes in discovery layer.	  3 Committee Review by library inter-departmental committee or workgroup.	  Liaison Committee reviews proposed changes to default limiter settings in Discover.	  4 Faculty/Dean Review by full library faculty and/or Dean.	  Faculty Committee reviews adoption of new discovery layer.	  5 External Review by external university or state entity.	  State Library reviews eTeam’s requested changes to database interface branding for state-funded resources.	  Tiers Communications Plan Tier Title Description Example 0 None No	  no7fica7on	  outside	  of	  the	  eTeam.	   eTeam	  corrects	  a	  journal	  7tle’s	  spelling	  during	  a	  Tier	  4	  audit	  of	  Wiley	  journal	  subscrip7ons.	  1 Patron No7fica7on	  to	  patron(s)	  who	  ini7ated	  support	  request.	  Patron	  reports	  a	  full	  text	  linking	  problem	  in	  the	  link	  resolver;	  eTeam	  corrects	  link	  and	  restores	  access;	  patron	  no7fied.	  2 Personnel No7fica7on	  to	  library	  personnel	  who	  ini7ated	  support	  request.	  ILL	  no7fies	  eTeam	  of	  bad	  full	  text	  link;	  eTeam	  corrects	  link	  and	  restores	  access;	  ILL	  personnel	  no7fied.	  3 Liaisons No7fica7on	  to	  all	  librarians	  with	  liaison,	  reference,	  or	  teaching	  du7es;	  internal	  eTeam	  FAQ	  post.	  eTeam	  tests	  changes	  to	  limiter	  order	  and	  link	  text	  in	  discovery	  layer;	  liaisons	  no7fied	  via	  listserv	  and	  eTeam	  FAQ.	  4 Library No7fica7on	  to	  all	  library	  personnel;	  internal	  eTeam	  FAQ	  post.	  eTeam	  makes	  display	  changes	  in	  discovery	  layer	  that	  impact	  several	  departments’	  workflows;	  all	  library	  personnel	  no7fied	  via	  listserv	  and	  eTeam	  FAQ.	  5 External Public	  no7fica7on,	  including	  library	  blog,	  Facebook,	  TwiTer,	  and	  University-­‐wide	  communica7ons;	  external	  FAQ	  post.	  New	  WorldCat	  Discovery	  interface	  draws	  complaints	  from	  patrons.	  eTeam	  provides	  public	  updates	  while	  working	  with	  OCLC	  to	  address	  usability	  issues.	  Tiers Assessment Assessment a la Ref. Analytics… eTeam	  leader	  codes	  each	  7cket	  at	  closure.	  	  All	  7er	  informa7on	  is	  encoded	  with	  7cket	  informa7on.	  	  Variables	  include	  source,	  trigger,	  cause,	  systems	  involved,	  3rd	  par7es,	  and	  final	  resolu7on.	  Assessment Sources and Communications Tiers Variable Count %  (n=236) No Data 6 3% Access Services 1 0% Administration  5 2% eTeam 146 61% ILL 32 13% Reference 38 16% Other 8 3% Variable Count %  (n=236) No Data 6 3% 0 – None 94 40% 1 – Patron 7 3% 2 – Personnel 76 32% 3 – Liaisons 24 10% 4 – Library 10 4% 5 – External 19 8% Source Communication Tier Observations & Opportunities Outcomes (so far)… •  Improved relationships with other library departments •  FAQ posts provide quick access for answers to user questions –  Improved triage at Reference Desk –  Faster response from Collection & Resource Services –  Librarians and staff feeling more confident –  Less time spent on redundant questions –  Training through FAQs –  Requests less vague and more focused Observations & Opportunities Looking forward… •  Continue to build FAQs to answer most recurring questions and make them public •  Add other individuals to Queue such as systems staff •  Add other troubleshooting processes to the system such as cataloging and web usability •  Send advance FAQs as needed to head off troubleshooting for new resources & apps Observations & Opportunities Best Practices… •  Decide who can submit a ticket. •  Aggressively promote submission process. •  Stress need for specific requests that can be replicated. •  Inform all public service staff about problems and solutions, not only the person submitting problem. •  Make FAQ posts available for all library staff to use. •  Schedule regular open ticket reviews. Thank You!  •  Jeffrey Mortimore Discovery Services & Data Curation Librarian jmortimore@georgiasouthern.edu  •  Debra Skinner Interim Head, Collection & Resource Services Dept. dskinner@georgiasouthern.edu  

Take It to the eTeam: Improving ERA Troubleshooting Management and Communications with LibAnswers

https://digitalcommons.georgiasouthern.edu/cgi/viewcontent.cgi?article=1038&amp;context=lib-facpresent

Take It to the eTeam: Improving ERA Troubleshooting Management and Communications with LibAnswers

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