A Bird in the Hand:Leveraging ILL Requests to Improve Electronic Resource Access

Jeffrey M. MortimoreJessica GarnerJermaine BryantJessica Williams

JM

Agenda• ILL – The Ultimate ERA Feedback Loop• Self-Borrowing• Teachable Moments

• eTeam Troubleshooting Queue & ILL

• Troubleshooting Examples• Borrowing-Related Issues• Lending-Related Issues

•Observations & Next StepsJM

ILL – The Ultimate ERA Feedback Loop: GPM Self-Borrowing

JG

We fill our own

requests!

ILL – The Ultimate ERA Feedback Loop: Teachable Moments

eTeam Troubleshooting Queue & ILL: The More You Mediate, The More You Manage

Discovery Layer…• Mountains of metadata (306 million “full text” records; 1.037 billion total

searchable records)• Vastly varied metadata quality and access

Multiple (partially-overlapping) access points…• Discover @ Georgia Southern• Gil Find• GIL Classic• GIL Universal• Worldcat (3 flavors)• Vendor portals• Google Scholar

JM

How many links are you

really responsible

for?

eTeam Troubleshooting Queue & ILL:One Troubleshooting Queue to Rule them All

• All ERA troubleshooting requests routed to the eTeam • Requests are

processed as support tickets using a LibAnswers queue• Allows easy movement

of requests between technical and public services• Requests submitted via

online form or dedicated email address

JM

All eTeam members belong to queue.

eTeam leader manages triage, assignment, and closure of tickets.

All tickets triaged using a three-part

tier scheme.

eTeam Troubleshooting Queue & ILL:Our Biggest (and Best) Customer• 520 tickets resolved in FY16

• 115 tickets originating with ILL (22.1%)• Borrowing – false negatives• Lending – false positives• Both – access & usability

improvements

• Most tickets have broader impactJM

Source Closed Tickets

Percent of Total

Access Services 3 0.6%Library Administration

8 1.5%

C&RS (eTeam) 253 48.7%ILL 115 22.1%ISD (Reference & Instruction)

113 21.7%

Other Sources 28 5.4%

• Authentication • Discover/ Catalog errors • Incorrect metadata• SFX access • False Holdings • Technology issues from databases• Where is the Find It button? • WorldCat/ Google

JG

Examples

Database access… Where did it go?

False Holdings

JB

No Databases found

Listed in A-Z listing but not catalog.

Where is Find IT?

JW

SFX – Error Messages

JW

ILLiad Request- Bad Metadata

JW

False NegativeVerifying citation information in Google for a requested article title can reveal free access for items owned through our institution, but a search of all Henderson access points shows that the item is not owned.

JW

Observations and Next StepsObservations… • Every access-related ILL request is an ERA troubleshooting

request• Evaluate access at every conceivable access point

Next Steps…• Develop FAQ materials to support ILL-related reference

consultations• ILL – A year from now we hope that Georgia Southern isn’t

our top library that we borrow from. JM & JG

Questions?• Jeffrey M. Mortimore, jmortimore@georgiasouthern.edu Discovery Services & Data Curation Librarian• Jessica Garner, jgarner@georgiasouthern.edu ILL Librarian• Jermaine Bryant, jlbryant@georgiasouthern.edu ILL Lender• Jessica Williams, jrwilliams@georgiasouthern.edu ILL Borrower, Shelving Supervisor