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The team gathered information about FTE involvement, troubleshooting job responsibilities, typical top-level workflow, and volume of incidents handled. We have concluded that staffing and productivity levels related to e-resource troubleshooting are very similar between Cornell and Columbia. Both partners currently have front line staff scheduled to address incoming issues, refer to specialists, and follow up from approximately 8am to 5pm, Monday-Friday. Supervisory level staff handle some high-priority incidents over evenings and weekend. Each CUL handles a similar volume of troubleshooting traffic. From January to March 2013, Columbia received 244 incidents and Cornell received 251. Precise comparisons are limited by the varied ways in which each partner receives incident reports. More detailed information about this can be found on the Problem Examples and Staffing levels and general workflow pages.
Chart 1: Breakdown of E-resource Troubleshooting incidents by Type (January-March 2013)
Continuing work:
The team has begun working on Phase 2 objectives, particularly in the areas of better harmonizing points of discord and recommending tools to enhance the potential for joint 2CUL troubleshooting. A few of the eventual recommendations we will be making will be dependent on other 2CUL efforts, such as the timeline for a joint LMS. Some of the specific topics or tools we have been exploring are:
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