Event Title

Electronic Swiss Army Knife: Deploying an Online Reference Service as an Interdepartmental Multi-Use Tool

Document Type

Presentation

Location

Room 207 - Conaton Learning Commons

Start Date

23-5-2017 11:20 AM

End Date

23-5-2017 12:10 PM

Description

  • Jens Arneson, Online Resources Librarian, EKU Libraries
  • Laura Edwards, Discovery and Metadata Team Leader, EKU Libraries
  • Kelly Smith, Coordinator of Collection Services, EKU Libraries

While Springshare’s LibAnswers product is marketed as an end-to-end online reference product, the Metadata & Discovery (M&D) team at EKU Libraries recognized the potential LibAnswers had to solve workflow problems within the team and provide faster service for our users. The M&D team envisioned using LibAnswers as a ticketing system for troubleshooting problems, managing workflow, assessment of eResources, and storing documentation. Since adopting the LibAnswers product over a year ago, the team has seen reduced confusion around the tracking of workflow tasks in the eResource lifecycle and a significant improvement in turnaround time on troubleshooting problems. In addition, built-in functionality within LibAnswers provides us with insights into user behavior in order to identify failure points and anticipate future patron needs. Join us as we share how we set up our LibAnswers instance, established best practices for handling tickets for both workflow tasks and troubleshooting problems, and how we leverage data provided by LibAnswers to further improve the patron’s experience with eResources and the library’s online presence as a whole.

 
May 23rd, 11:20 AM May 23rd, 12:10 PM

Electronic Swiss Army Knife: Deploying an Online Reference Service as an Interdepartmental Multi-Use Tool

Room 207 - Conaton Learning Commons

  • Jens Arneson, Online Resources Librarian, EKU Libraries
  • Laura Edwards, Discovery and Metadata Team Leader, EKU Libraries
  • Kelly Smith, Coordinator of Collection Services, EKU Libraries

While Springshare’s LibAnswers product is marketed as an end-to-end online reference product, the Metadata & Discovery (M&D) team at EKU Libraries recognized the potential LibAnswers had to solve workflow problems within the team and provide faster service for our users. The M&D team envisioned using LibAnswers as a ticketing system for troubleshooting problems, managing workflow, assessment of eResources, and storing documentation. Since adopting the LibAnswers product over a year ago, the team has seen reduced confusion around the tracking of workflow tasks in the eResource lifecycle and a significant improvement in turnaround time on troubleshooting problems. In addition, built-in functionality within LibAnswers provides us with insights into user behavior in order to identify failure points and anticipate future patron needs. Join us as we share how we set up our LibAnswers instance, established best practices for handling tickets for both workflow tasks and troubleshooting problems, and how we leverage data provided by LibAnswers to further improve the patron’s experience with eResources and the library’s online presence as a whole.