The ALCTS Continuing Resources Section, Electronic Resources Interest Group (ERIG) invites you to join us on Saturday, January 8th 2011 from 10:30 a.m. – noon in Room 31B of the San Diego Convention Center for presentations and discussion of the topic:
Electronic Resources Management as a Public Service: Delivering quality content at the right time, in the right places
Donna Scanlon, Electronic Resources Coordinator, Library of Congress, “The Long Road to ERM: Are we there yet?”
The Library of Congress Electronic Resource Online Catalog recently became available to the public. The implementation of our ERM has involved many different stakeholders within the Library's various units and has resulted in new workflows, new staff, and a new catalog for user access. This presentation will share our evolution, how our workflows have changed, plans for assessing the user experience, and our new interface using Innovative Interface's WebPac Pro.
Athena Hoeppner, Electronic Resources Librarian, and Ying Zhang Acquisitions Librarian, University of Central Florida Libraries, “eResource Access Support: Go Team!”
The eSupport Team was created by the University of Central Florida Libraries to address a growing gap between the increasing number of e-resources and the staffing committed to support access. The presenters will share their experience of organizing and training a multi-departmental team, developing a workflow, and implementing systems to track and support rapid problem resolution.
The UCF Libraries spends over 60% of the materials budget on subscribing to or purchasing 400 databases and tens of thousands of e-books and e-journals to serve the 56,000 students and faculty. Until recently, the Electronic Resource Librarian was the final (and often sole) point of contact for all electronic resources problems, ranging from subscription status, the proxy, OpenURL resolver, bibliographic records, the web site, and campus network.
With the new eSupport Team, librarians and staff from Technical Services, Public Services and Systems share the roles of receiving, investigating and resolving e-resource problems. Patrons can report problems via email, chat, phone, and web forms. Team members monitor these inputs and enter reports into a centralized ticketing system. The system coordinates the workflow as Team members troubleshoot the problem, and sends status updates to the patron. The system will ultimately generate a searchable knowledge base. The eSupport Team strives to meet defined service standards and benchmarks, and expects fast problem resolution, higher user satisfaction, and a greater return on investment for our strapped e-resources materials budget.
Elizabeth Babbitt, Electronic Resources Librarian, Montana State University, “Right Here, Right Now – Using a Discussion Forum to Resolve Electronic Resource Access Issues”
Reducing frustration for users is an important part of an Electronic Resource Librarian’s job. At Montana State University, we use an Intranet discussion forum to facilitate communication between the Reference Desk and the Electronic Resources Librarian to ensure prompt resolution to access problems, notification of database downtime and most recently, vagaries with our new Web Discovery Tool. The presenter works as the Electronic Resources Librarian but also serves on the Reference Desk 2.5 hours a week. She will share her experiences using this system both from the Collection Development/Technical Services side of the library and the Public Services side.
The intranet discussion board we use is a web application available as freeware that can be easily implemented by libraries of any size.
Andrew McLetchie, Senior Data Analyst, ITHAKA/JSTOR, “Business Analytics & Intelligence: Leveraging Data to Enhance User Experience”
Andrew McLetchie, Senior Data Analyst at ITHAKA, will discuss the impact of business analytics on data-driven decision making for the JSTOR platform. A deeper analysis of platform activity data is helping to inform the development of features and services. The presentation will outline the JSTOR data landscape, data challenges, case studies of successes, and directions for future data infrastructure development. In particular, Mr. McLetchie will demonstrate how examining turnaway statistics (i.e., data on unfulfilled requests for content not currently licensed by an institution) can provide a valuable, impactful asset to librarians making collection development decisions.
These presentations will be followed by panelist/audience discussion.