[Eril-l] [External] Capturing Broken Links Data and Time

[Electronic Resources in Libraries discussion list]

Love this!

-Tonia
Tonia Graves
Resource Discovery Librarian
Systems Development
Old Dominion University Libraries
757-683-4188
tgraves at odu.edu<mailto:tgraves at odu.edu>
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From: Eril-l <eril-l-bounces at lists.eril-l.org> On Behalf Of Electronic Resources in Libraries discussion list via Eril-l
Sent: Thursday, June 6, 2024 9:38 AM
To: Electronic Resources in Libraries discussion list <eril-l at lists.eril-l.org>
Subject: Re: [Eril-l] [External] Capturing Broken Links Data and Time


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Hi Maribel,

You mentioned LibAnswers, I made such a setup at my library that allows our users to report broken links they encounter on our EDS interface (we're still on version 1) or on our Full Text Finder link page.  I did so by creating a CustomLink in EBSCOadmin that directs users to a form (we use LibWizard) and pre-fills much of the citation info.  From there users can either add more information (including email if they want follow up) or submit as is.  The form submissions are forwarded to our LibAnswers queue which generates a ticket.  From there, staff claim tickets, investigate, and follow-up if it's requested.

We've used this for 5-6 years now.  The form submission data gets saved on both LibWizard, and LibAnswers.  LibAnswers also gives an option to capture additional data when closing a ticket (we record if the submitter was fac/student/anon, perceived difficulty level, type of issue, etc).  I'll admit I don't look at this data much now, but it was helpful in the first few years.  There was a notable pattern of days/times when submissions would pike and when they would lull.

Our staff agree that a ticketing system makes things a lot more manageable than relying on email.  We use the queues for internal problem reports as well, and it's helped us stay organized and not lose submissions, especially more urgent ones

--Seth

Seth W. Sisler (he/him)
Head of Acquisitions & Collections Services
Ohio University Libraries
Athens, OH 45701
(740) 593-2694
sislers at ohio.edu<mailto:sislers at ohio.edu>
https://www.ohio.edu/library/

From: Eril-l <eril-l-bounces at lists.eril-l.org<mailto:eril-l-bounces at lists.eril-l.org>> On Behalf Of Electronic Resources in Libraries discussion list via Eril-l
Sent: Tuesday, June 4, 2024 12:23 PM
To: eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: [External] [Eril-l] Capturing Broken Links Data and Time

Use caution with links and attachments.
All - How do you all capture and assess time invested with broken links?

Currently, broken links come into our library account inbox, and I categorize them from there. I've also heard of LibAnswers queues for broken links.

I would like to hear about the practices you have in place.

Thank you,
Maribel Castro, E-Resources Management Librarian
mcastro at excelsior.edu<mailto:mcastro at excelsior.edu> | (518) 608-8368
Excelsior University Library<https://library.excelsior.edu/>
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