Troubleshooting Electronic Resources with ILL Data

Abstract

RecorderTroubleshooting electronic resource linking issues can seem to be an insurmountable task-so many resources, so little time. Using interlibrary loan (ILL) data on requests for materials available online, the electronic resources staff at the Samford University Library detected problems with the implementation of their new link resolver. This data also provided a window into some systemic issues within the metadata of certain sources and the link resolver knowledgebase. In addition to helping us improve linking for our users, the establishment of a workflow for communicating cancelled ILL transaction data on an ongoing basis has also improved the communication between electronic resources staff and the ILL department regarding the overall linking process.

Fighting an Uphill Battle: Troubleshooting Assessment Practices in Academic Libraries

“…12 Taking a slightly different approach, Ashmore and Macauly of Samford University analyzed unfilled interlibrary loan (ILL) requests to detect patterns. 13 As a result, workflow improvements implemented included increased access to ILLIAD, wherein librarians could download reports into Excel for further analysis, rather than relying on e-mail chains. The study also identified groups who may need additional library instruction and improved collaboration among the different library departments.…”

“…Ashmore and Macauly deemed the project successful with a number of benefits, and that "this process was a service opportunity offering a good way to establish positive relationships with users by saving their time." 14 Considering the many service benefits that are demonstrated in the literature, Samples and Healy were straightforward in their own recommendation: "Librarians should take the time outside of troubleshooting to mine their own data regarding access failure to improve electronic resource troubleshooting workflows." 15 Likewise, perhaps Wright elucidated the benefits of analyzing troubleshooting data the most robustly: "With enough data gathered through systems like Footprints and shared with both vendors and other institutions, libraries stand poised to improve the functionality of e-resources, not just for their own patrons, but for patrons everywhere."…”

“…27 Ashmore and Macauly eventually switched from using e-mail to analyze unfilled ILL reports to downloading reports from ILLIAD that enabled greater examination of information than the original e-mail chains provided. 28 Finally, despite the fact that e-mail was found to be one of the most widely used tools for tracking data related to troubleshooting, Rathmel et al found that ticketing systems that provided better functionality for data tracking were not widely implemented in libraries, with only 26 percent of respondents indicating that such a software was in place. 29 As it related to the complicated nature of e-resources workflows, Collins reiterated that "workflow processes should not be memory-bound or isolated within individual silos such as e-mail; otherwise, ineffective knowledge management is likely to result."…”