Date post: | 16-Apr-2017 |
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Education |
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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, [email protected] Discovery Services & Data Curation Librarian• Jessica Garner, [email protected] ILL Librarian• Jermaine Bryant, [email protected] ILL Lender• Jessica Williams, [email protected] ILL Borrower, Shelving Supervisor