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<p class="MsoNormal"><span style="font-size:11.0pt">Hi Maribel,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">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. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">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<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">--Seth<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt">Seth W. Sisler (he/him)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">Head of Acquisitions & Collections Services<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">Ohio University Libraries<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">Athens, OH 45701<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">(740) 593-2694<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><a href="mailto:sislers@ohio.edu"><span style="color:#0563C1">sislers@ohio.edu</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><a href="https://www.ohio.edu/library/"><span style="color:#0563C1">https://www.ohio.edu/library/</span></a></span><span style="font-size:11.0pt"><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> Eril-l <eril-l-bounces@lists.eril-l.org>
<b>On Behalf Of </b>Electronic Resources in Libraries discussion list via Eril-l<br>
<b>Sent:</b> Tuesday, June 4, 2024 12:23 PM<br>
<b>To:</b> eril-l@lists.eril-l.org<br>
<b>Subject:</b> [External] [Eril-l] Capturing Broken Links Data and Time<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal" style="background:#FDFAE7"><b><span style="font-size:11.0pt;font-family:"Arial",sans-serif;color:black">Use caution with links and attachments.</span></b><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;color:black">All - How do you all capture and assess time invested with broken links? <br>
<br>
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. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;color:black">I would like to hear about the practices you have in place. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;color:black">Thank you,<o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#642667;background:white">Maribel Castro, E-Resources Management Librarian</span></b><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#642667"><o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#201F1E"><a href="mailto:mcastro@excelsior.edu" title="mailto:mcastro@excelsior.edu">mcastro@excelsior.edu</a> </span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#642667">|
(518) 608-8368</span><span style="font-size:11.5pt;font-family:"Segoe UI",sans-serif;color:#201F1E"><br>
</span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:black"><a href="https://library.excelsior.edu/" title="https://library.excelsior.edu/">Excelsior University Library</a></span><span style="font-family:"Segoe UI",sans-serif;color:black"><br>
</span><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:black"><a href="https://libanswers.excelsior.edu/" title="https://libanswers.excelsior.edu/">Library FAQs</a></span><span style="font-family:"Segoe UI",sans-serif"><o:p></o:p></span></p>
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