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CLUE -The Case of the
Irate Professor Plum
Starring – in Order of Appearance
V. I. Warshawski Susan DavisProfessor Plum Katarina EnglandMrs. Peacock Deberah EnglandMiss Scarlett Tina FeickMrs. Green Tina FeickMrs. White Katarina England
ER SLEUTHS ARE ON THE CASE
Best practices for e-resource acquisitions
Agenda■Troubleshooting ■Subscription Agents■Communication, Communication,
Communication■Discussion & Questions
Sleuthing ■Responding to the scene of the “crime”■Interviewing techniques■Statement taking and gathering
evidence■Complex problem solving skills■Knowledge of the environment■Case management and process workflow
Troubleshooting Workflow■Users report problem■Library point of contact
“triages” the problem ■Triage ensures the
problem is referred to the appropriate person for the appropriate level of “care” within an appropriate period of time
Triage: Checking vital signs■BASIC: browser, logins, etc.
> point of contact assists user to resolve issue■ COMPLEX: Requires expertise to resolve
> Escalated to ERT via staff ER Problem Report form
■CRITICAL: Requires expertise to resolve & immediate action required (many resources impacted, many users impacted)> Escalated to ERT via phone call & submission of ER Problem Report form
ER Problem Report form
ER Troubleshooting Team (ERT)
■Access > Systems Librarian (Computing Svcs)
■Catalog > Head of Tech Svcs (Tech Svcs)
■Holdings > Head of Tech Svcs (Tech Svcs)
■EZ Proxy > Web Developer (Computing Svcs)
■OpenURL > ER Librarian (Collection Svcs)
■Other > Systems Librarian* (Computing Svcs)
* May pass off to the appropriate Team member
ERT Initial Response■ERT receives report■ERT member assigned
to problem responds to staff within 24 hours
■ERT member cc’s all ERT members on initial email response Reference & other concerned staff are cc’d if needed
Analysis■ERT member assigned to problem:
1. Reviews and investigates the problem2. Tests to duplicate the problem3. Determines the source of the problem4. Takes action to correct the problem 5. If problem is external, reports problem to the appropriate publisher or service provider
Case Solved!■Locally solved problems
> ERT member reports back to staff■Externally reported problems• ERT member recreates test to CONFIRM
problem is resolved> If resolved - ERT member reports back to staff
• If tests confirm problem is not resolved – ERT member contacts service provider or
publisher until problem is CONFIRMED solved or is determined to be a “known problem”
> ERT member reports back to staff
Best Practices
Dreams – Everyone Dreams
What do Subscription Agents dream?
■Every library able to order an e-journal and get automatic access that is trouble-free!!!!
Why not???
■Too many players■Not a level playing field■Negotiated prices■Lack of communication■Authentication process■Publisher and library have contract■Lack of understanding of the ordering/access
process
And that justifies a role for the agentTracking e-resources – supports workflow
Info for resource identification Info to purchase – options - pricingInfo for license managementInfo for resource activationInfo for access managementInfo for coverageInfo for URL LinksInfo for long-term archiving Info for cancellation – post-cancellation rights
E-Resource Profile - Essential Profile details in agent’s online system
E-Resource contact information (name, title, email, phone, etc.)
IP ranges FTE counts Consortia memberships Preferred e-resource provider with customer
IDs. Library maintains Info sent to publisher with order (new and renewal) Change IP range – updates sent to publishers/platforms
Activation
Send activation info to library – including URL to obtain license or activate/register - with order confirmation
Notify library when URL changes When publisher contacts
Activates where possible – trying to get publishers to participate
ingentaconnect platform Metadata – sent daily files – no longer ICEDIS
E-Access Troubleshooting Prompt action needed Access claim entered in online system, phone or email
Guides library through access problem Email immediately to publisher/platform
with payment info Follow-up contact by customer service
Important for library to follow-up if access not regained – publisher often does not tell agent
Third party platform – delays to relay order info - Gracing – shortened time period – make sure
renew on time
Communication■Establish reasonable expectations■Understand the e-resource lifecycle■Compile a dossier on the “usual”
suspects■Pursue the right lead, using the
appropriate communication method!
Don’t Forget – Internal and External Communication
Consortium tells libraries about deals Collection development tells e-resource acq
librarian E-resource librarian tells day-to-day staff E-resource librarian tells publisher Publisher tells library Publisher and library tell AGENT!!! Agent tells publisher and library■YEA!!!!!!!!!!!!!!!!!!!!!!
Collecting the clues
■Put your acquisitions skills to use■Develop a good understanding of the
systems involved■Learn the standards and the lingo■Don’t forget broswers behave
differently!■Apply logic and analytical skills
Making the Case■Identify the problem or issue■Explain the problem or issue
clearly and respectfully■Submit the evidence (screen
shots, URLs, OCLC record number)■File the “case’■Follow up
