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Create an inventory of all policies, practices, tools, and workflows related to e-resource troubleshooting at both institutions;
- 2CUL Systems used for E-Resources
- Wiki sites at both partners include policy, procedures, workflows, and best practice information for handling troubleshooting tasks. Work is progressing updating these wikis following a matching organizational scheme.
Identify dependencies and limitations inherent in working with different systems, user populations and e-resource packages and licensing;
- Access to information about payments, titles, 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;
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 levels and general workflow - Very similar numbers of individuals and time spend handling troubleshooting work
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- Off-campus access and variable browser configuration testing - BrowserStack - implementation underway.
- 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 - Callisto