Update - 3/29/2013
Work on Phase 1:
Create an inventory of all policies, practices, tools, and workflows related to e-resource troubleshooting at both institutions;
- Updated spreadsheet of tools, documented high-level initial troubleshooting workflow,
Identify dependencies and limitations inherent in working with different systems, user populations and e-resource packages and licensing;
- Access to information about payments and user permissions are needed in a high % of troubleshooting incidents
Review policies, practices, and workflows related to e-resources troubleshooting at both institutions to identify points of harmony and points of discord;
- Produced a running list of Discord/Harmony points
- Began list of potential remedies for points of discord such as new tools or need for information access.
- Some action items:
- Follow current Columbia CERM wiki format for organizing Cornell information to prepare for a side-by-side or combined view.
- Investigate incident tracking systems
Establish baseline productivity and staffing at each institution to allow for future assessment of changes and development.
- Listed staff and % FTE spent on troubleshooting work - including day-to-day E-resources staff and units that certain issues are referred to
- Outlined typical troubleshooting duties included in job responsibilities
- In process of gathering average number of incidents and nature of incidents data
More information available on our wiki space: https://confluence.cornell.edu/display/2cullts/2CUL+TSI+E-Resources+Troubleshooting+Team