2CUL TSI E-Resources Troubleshooting
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Team
Report - PHASE 1:
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Investigation
Create an inventory of all policies, practices, tools, and workflows related to e-resource troubleshooting at both institutions;
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Establish baseline productivity and staffing at each institution to allow for future assessment of changes and development.
- Productivity - Appear to be very similar levels of troubleshooting volume and nature of incidents
- January-March 2013 - Columbia 244, Cornell 251 (very close month to month totals) - Accuracy of these is limited by different sources of information.
- Staffing - Very similar numbers of individuals and time spend handling troubleshooting work
Recommendations to come:
- Off-campus access and variable browser configuration testing - BrowserStack
- Troubleshooting tracking system - A single incident tracking system for all troubleshooting reports to automatically populate (Jira? other?).
- LIBIT-L@cornell.edu and cul-eproblem@columbia.edu or other appropriate sources of reports should feed directly into the system to avoid re-entry.
- Easy to identify Cornell or Columbia issues
- Ability to route issues
- Common ERM/LMS - Information access and data normalization? Variables include:
- Serials Solutions ERM Suite and Consortial add-on - cost, implementation & migration workload, gain vs. loss regarding Alma migration
- Alma implementation timeline
- Workflow and information access - Consolidate useful information into parallel wiki's or consolidated wiki?
- Develop guidelines of what to handle at 2CUL level, what to route to "owning" library.
- Other tools
- Automated link/access checking -