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;
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.
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