ER Sleuths Are on the Case: Best Practices for E-Resource Acquisitions
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The document discusses best practices for troubleshooting electronic resource access issues. It outlines a workflow where user-reported problems are triaged and escalated to an Electronic Resources Troubleshooting (ERT) team as needed. The ERT investigates issues, works to resolve problems locally or contacts external publishers/providers, and reports back to staff. It also discusses the role of subscription agents in supporting the e-resource lifecycle through activities like maintaining resource profiles, order/activation communication, and access troubleshooting. Effective internal and external communication is emphasized as important for resolving issues.
ER Sleuths Are on the Case: Best Practices for E-Resource Acquisitions
- 1. CLUE - The Case of the Irate Professor Plum
- 2. Starring – in Order of Appearance V. I. Warshawski Susan Davis Professor Plum Katarina England Mrs. Peacock Deberah England Miss Scarlett Tina Feick Mrs. Green Tina Feick Mrs. White Katarina England
- 3. ER SLEUTHS ARE ON THE CASE Best practices for e-resource acquisitions
- 4. Agenda ■ Troubleshooting ■ Subscription Agents ■ Communication, Communication, Communication ■ Discussion & Questions
- 5. Sleuthing ■ Responding to the scene of the “crime” ■ Interviewing techniques ■ Statement taking and gathering evidence ■ Complex problem solving skills ■ Knowledge of the environment ■ Case management and process workflow
- 6. Troubleshooting Workflow ■ Users report problem ■ Library point of contact “triages” the problem ■ Triage ensures the problem is referred to the appropriate person for the appropriate level of “care” within an appropriate period of time
- 7. Triage: Checking vital signs ■ BASIC: browser, logins, etc. > point of contact assists user to resolve issue ■ COMPLEX: Requires expertise to resolve > Escalated to ERT via staff ER Problem Report form ■ CRITICAL: Requires expertise to resolve & immediate action required (many resources impacted, many users impacted) > Escalated to ERT via phone call & submission of ER Problem Report form
- 9. ER Troubleshooting Team (ERT) ■ Access > Systems Librarian (Computing Svcs) ■ Catalog > Head of Tech Svcs (Tech Svcs) ■ Holdings > Head of Tech Svcs (Tech Svcs) ■ EZ Proxy > Web Developer (Computing Svcs) ■ OpenURL > ER Librarian (Collection Svcs) ■ Other > Systems Librarian* (Computing Svcs) * May pass off to the appropriate Team member
- 10. ERT Initial Response ■ ERT receives report ■ ERT member assigned to problem responds to staff within 24 hours ■ ERT member cc’s all ERT members on initial email response Reference & other concerned staff are cc’d if needed
- 11. Analysis ■ ERT member assigned to problem: 1. Reviews and investigates the problem 2. Tests to duplicate the problem 3. Determines the source of the problem 4. Takes action to correct the problem 5. If problem is external, reports problem to the appropriate publisher or service provider
- 12. Case Solved!■ Locally solved problems > ERT member reports back to staff ■ Externally reported problems • ERT member recreates test to CONFIRM problem is resolved > If resolved - ERT member reports back to staff • If tests confirm problem is not resolved – ERT member contacts service provider or publisher until problem is CONFIRMED solved or is determined to be a “known problem” > ERT member reports back to staff
- 13. Best Practices
- 14. Dreams – Everyone Dreams
- 15. What do Subscription Agents dream? ■ Every library able to order an e- journal and get automatic access that is trouble-free!!!!
- 16. Why not??? ■ Too many players ■ Not a level playing field ■ Negotiated prices ■ Lack of communication ■ Authentication process ■ Publisher and library have contract ■ Lack of understanding of the ordering/access process
- 17. And that justifies a role for the agent Tracking e-resources – supports workflow Info for resource identification Info to purchase – options - pricing Info for license management Info for resource activation Info for access management Info for coverage Info for URL Links Info for long-term archiving Info for cancellation – post-cancellation rights
- 18. E-Resource Profile - Essential Profile details in agent’s online system E-Resource contact information (name, title, email, phone, etc.) IP ranges FTE counts Consortia memberships Preferred e-resource provider with customer IDs. Library maintains Info sent to publisher with order (new and renewal) Change IP range – updates sent to publishers/platforms
- 19. Activation Send activation info to library – including URL to obtain license or activate/register - with order confirmation Notify library when URL changes When publisher contacts Activates where possible – trying to get publishers to participate ingentaconnect platform Metadata – sent daily files – no longer ICEDIS
- 20. E-Access Troubleshooting Prompt action needed Access claim entered in online system, phone or email Guides library through access problem Email immediately to publisher/platform with payment info Follow-up contact by customer service Important for library to follow-up if access not regained – publisher often does not tell agent Third party platform – delays to relay order info - Gracing – shortened time period – make sure renew on time
- 21. Communication ■ Establish reasonable expectations ■ Understand the e-resource lifecycle ■ Compile a dossier on the “usual” suspects ■ Pursue the right lead, using the appropriate communication method!
- 22. Don’t Forget – Internal and External Communication Consortium tells libraries about deals Collection development tells e-resource acq librarian E-resource librarian tells day-to-day staff E-resource librarian tells publisher Publisher tells library Publisher and library tell AGENT!!! Agent tells publisher and library ■ YEA!!!!!!!!!!!!!!!!!!!!!!
- 23. Collecting the clues ■ Put your acquisitions skills to use ■ Develop a good understanding of the systems involved ■ Learn the standards and the lingo ■ Don’t forget broswers behave differently! ■ Apply logic and analytical skills
- 24. Making the Case ■ Identify the problem or issue ■ Explain the problem or issue clearly and respectfully ■ Submit the evidence (screen shots, URLs, OCLC record number) ■ File the “case’ ■ Follow up
- 25. Thank You! Susan Davis unlsdb@buffalo.edu Deberah England deberah.england@wright.edu Tina Feick tfeick@Harrassowitz.de
Editor's Notes
- #4: Does sleuthing involve…Lockpicking, charm, intimidation, good judge of character, and the ability to camp out for extended periods of time in hot or cold car…nah!
- #6: Does sleuthing involve…Lockpicking, charm, intimidation, good judge of character, and the ability to camp out for extended periods of time in hot or cold car…nah! You need all these skills --- plus a good workflow for handling the problems
- #7: AT WRIGHT STATE >TIERED SYSTEM FOR PROCESSING AND HANDLING ER PROBLEMS Users can report problem > via call, email, web form (link on Library home page) or in person to their liaison librarian or to staff manning the Reference Desk > What is “triage? Derives from the French - to “tier” or to sort. > purpose of triage is to ensure the problem is: a. referred to the appropriate PERSON b. for the appropriate level of CARE c. within an appropriate period of TIME
- #9: Form Includes the basic information needed to resolve the problem: Point of contact’s contact information Service – user selects correct option Resource name URL where the problem occurs Error message received – if one is received Questions if problem happened with more or one article – this let’s us know if it’s widespread or not or the severity Steps to replicate the problem Box for comments Method of access > remote or on campus In addition – to assist the person reporting the “crime” - we provide pop-ups to information Service options > access, catalog, ezproxy, openURL, holdings/coverage, other 2. Steps to replicate the problem – includes examples of each type of problem and steps
- #11: ALL ERT members & Head of Computing Svcs & AUL for Collections (bosses) also receive initial report (they know if we’re in our out for the day) The very bottom of the report – notes who the problem is assigned to – BASED ON THE SERVICE OPTION SELECTED > ERT member assigned to problem responds to staff within 24 hours and cc’s all ERT members on email -- to let them know they are ON THE CASE!
- #12: 4
- #13: Update staff periodically > if it is a long – drawn out time-consuming problem
- #14: This is one of the handouts What’s key – sending the form back if you don’t have all the information needed