[Eril-l] Collection Management and E-Resource Management Interest Group sessions at ALA Annual in Orlando

[Jennifer Bazeley]

Please join the Collection Management and E-Resources Interest Group on
Sunday June 26 from 3-4 pm in the Orange County Convention Center Room W106
for two presentations on e-resource troubleshooting:


*Helping E-Resources Staff Build Reactive and Proactive Troubleshooting
SkillsSunshine Carter (Electronic Resources Librarian & E-Resource
Management Unit Manager) & Stacie Traill (Metadata Analyst, Data Management
& Access), University of Minnesota Libraries*
This presentation will discuss how librarians at the University of
Minnesota designed an e-resources access troubleshooting curriculum for
E-Resource Management unit staff, and the outcomes of training delivered
according to that curriculum. The presentation will also discuss the next
phase of the ongoing troubleshooting project, currently in development:
proactive troubleshooting. In this phase, we hope to answer two questions:
what are our needs for proactive troubleshooting, and can we reinforce
staff skills acquired through previous training sessions?


*E-Team Workflow: A Case Study in Improving Electronic Access
TroubleshootingDebra Skinner (Interim Department Head, Collection &
Resource Services, Georgia Southern University)*
This presentation will discuss a case study of revised workflows to improve
Electronic Access Troubleshooting using a team approach in the Collection &
Resources Department at Georgia Southern University. The e-Team was
established first using an internal eTeam e-mail for communications among
library staff and the eTeam, and evolved into a sophisticated system using
a LibAnswers queue and FAQs for handling ERA issues. The revised workflow
offers an organized and efficient process for electronic access issue
reporting as well as rapid feedback to library staff and library users. The
eTeam workflow has provided insight into the nature of electronic access
problems through the capture of statistics and includes a process for the
rollout of new resources to the library and the university from trial to
announcement of availability. The benefits of the new and improved eTeam
are many, including a quicker response for problems and resolution;
development of a tracking method for problems that take extended time for
resolution or involve outside parties; and the improvement of morale in the
department and
communications within the library between technical and information
services.



--
Jennifer Bazeley
Interim Head, Technical Services
Miami University
King Library 312
Oxford, OH
p. 513.529.4216
e. bazelejw at miamioh.edu
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