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- 2CUL Systems used for E-Resources (updated March 1, 2013) - This spreadsheet describes the tools and systems used for various aspects of e-resource management at each CUL. (updated March 1, 2013) E-resource troubleshooting can require access to information and the ability to make changes to records in any of these systems, depending on the source of the problem.
- Each CUL maintains a Confluence wiki site to maintain Confluence Wiki sites at both partners include policy, procedures, workflows, and best practice information for handling troubleshooting tasks. Each wiki contains a considerable amount of information. Work is progressing underway to updating these wikis following to a matching organizational scheme with special focus on making troubleshooting information readily available to staff at both CULs. (in progress)
Identify dependencies and limitations inherent in working with different systems, user populations and e-resource packages and licensing;
The team has concluded that our overall goals are essentially the same regarding e-resource troubleshooting, to provide quick and effective response to e-resource access problems. Our user populations and our collections share many similarities. Our libraries share some similar organizational complexities, such as semi-independent health science, law and other libraries that perform some independent e-resources work in addition to being part of the larger institution. Success in e-resource troubleshooting is dependent on access to and skill with a number of different systems and tools to diagnose and fix problems, track and refer complex issues to the appropriate experts, and a broad understanding of the nature of e-resources at each institution.
Review policies, practices, and workflows related to e-resources troubleshooting at both institutions to identify points of harmony and points of discord;
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The team developed a list of points of Harmony and Discord
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to keep track of where we can make early impact and where we will have to invest more time and resources to bring our tools, policies, and procedures together. The Points of Harmony center on the common tools we have in Voyager and some Serials Solutions services and on our observations that our overall goals and basic procedures are very similar. The Points of Discord have a lot to do with a number of different tools we use to perform similar functions, most significantly, our ERM systems. We also have different ways of users initially reporting their problems and what information gets reported. This discrepancy right at the beginning of the troubleshooting process is significant in that it has an effect on all of the work we perform downstream.
Establish baseline productivity and staffing at each institution to allow for future assessment of changes and development.
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