Managing Electronic Resource Workflows Using Ticketing System Software

Smith, Kelly

doi:10.1080/00987913.2015.1137674

Cited by 11 publications

(6 citation statements)

References 4 publications

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“…12 Smith utilized the LibAnswers ticketing system to manage access issues commonly caused by vendor problems, subscription problems, incorrect metadata, local system problems, authentication problems, and end user problems; using a ticketing system eliminated the need for email because communication was provided in a centralized location. 13 Chen, Kim, and Montgomery discussed the impact Ex Libris' Alma library services platform had on improving the overall efficiency in e-book record management, which allowed them to transition from a mostly manual process used with their previous system. 14 Beisler and Kurt noted the lack of published material about e-book workflows and observed three initial paths for the acquisition of e-books before the models merged to provide access: database subscription/standing order, one-time purchase without annual fees, and one-time purchase with annual fees.…”

Section: Literature Reviewmentioning

confidence: 99%

The Big Picture: A Holistic View of E-book Acquisitions

Lewis

Kennedy

2019

LRTS

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The merging of two departments into the Acquisitions and Collection Development Department afforded Loyola Marymount University an opportunity to rethink existing workflows, with the acquisition of electronic books (e-books) being identified as a critical task to review. Process mapping was used to show the complexity of different tasks being performed in the department and to provide a visualization mechanism for staff to see how their work fit into a sequence of actions as part of a larger workflow. The authors listed the types of acquisition models used at their library for e-books and constructed process maps for the following six major types: 1. Firm order e-books; 2. Firm order e-book collections; 3. Approval order e-books; 4. Demand-driven e-books; 5. Standing order e-books, and; 6. Subscription e-book database. The authors merged the individual process maps into a single visualization to view the entirety of the acquisition process as a whole and to show how the different e-book acquisition models relate and diverge from one another.

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Section: Literature Reviewmentioning

confidence: 99%

The Big Picture: A Holistic View of E-book Acquisitions

Lewis

Kennedy

2019

LRTS

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“…Not surprisingly, given these researchers’ findings, the current literature focuses heavily on enhancing reactive troubleshooting workflows and workflow management tools (Erb and Erb, 2015; Smith, 2016) and on improving cross-training for reactive troubleshooting support (Hart and Sugarman, 2016). While Rathmel et al show that such initiatives are important for developing proactive troubleshooting best practices, there is also a need to develop resource management best practices that reduce reactive troubleshooting in the first place.…”

Section: Contextmentioning

confidence: 99%

Essential audits for proactive electronic resources troubleshooting and support

Mortimore

Minihan

2018

LHTN

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Purpose This study aims to report on a series of “essential audits” implemented by technical services personnel at Georgia Southern University to provide proactive troubleshooting of electronic resources. Design/methodology/approach These “essential audits” include bi-weekly link tests in the library’s A-Z database list, quarterly book and link asset tests in LibGuides and rolling authentication audits of link resolver records. Taken together, these techniques help to reduce access issues before they arise, improving overall provision of access. Findings Since implementing these “essential audits,” Georgia Southern has seen reductions in troubleshooting requests related to database-level authentication and access, as well as reductions in link-level troubleshooting requests originating from the library’s LibGuides platform and article-level troubleshooting requests originating from the link resolver. Practical implications Findings recommend implementation of regular audits pursuant to proactive troubleshooting of electronic resources and improved overall provision of access. Originality/value This case study contributes to the recent literature and discourse on electronic resource access troubleshooting by highlighting simple, proactive auditing techniques.

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“…These authors, describing different stages and processes appear to have different views on the components of ER lifecycle which suggests that ER life cycle varies from library to library. Smith (2016) enumerated the workflow of ERs as consisting of trial, acquisition, activation, maintenance and troubleshooting, renewal, and cancellation. According to Mackinder (2014, p.159), workflow is "a set of overarching directives that allow staff to manage a process, which includes investigating, ordering, licensing, activating, deactivating, or troubleshooting an electronic resource".…”

Section: Introductionmentioning

confidence: 99%