ACQflash: ALA Mid-Winter 2011 Program Announcement - ALCTS CRS Electronic Resources Interest Group

Subject: ALA Mid-Winter 2011 Program Announcement - ALCTS CRS Electronic 
Resources Interest Group
From: "Scott Stangroom" <stangroom_at_library.umass.edu>
Date: Tue, 14 Dec 2010 11:24:07 -0500



*Apologies for Cross Posting*

The ALCTS Continuing Resources Section, Electronic Resources Interest 
Group (ERIG) invites you to join us on Saturday, January 8th 2011 from 
10:30 a.m. – noon in Room 31B of the San Diego Convention Center for 
presentations and discussion of the topic:



Electronic Resources Management as a Public Service: Delivering quality 
content at the right time, in the right places



Donna Scanlon, Electronic Resources Coordinator, Library of Congress, 
“The Long Road to ERM: Are we there yet?”
The Library of Congress Electronic Resource Online Catalog recently 
became available to the public. The implementation of our ERM has 
involved many different stakeholders within the Library's various units 
and has resulted in new workflows, new staff, and a new catalog for user 
access. This presentation will share our evolution, how our workflows 
have changed, plans for assessing the user experience, and our new 
interface using Innovative Interface's WebPac Pro.



Athena Hoeppner, Electronic Resources Librarian, and Ying Zhang 
Acquisitions Librarian, University of Central Florida Libraries, 
“eResource Access Support: Go Team!”

The eSupport Team was created by the University of Central Florida 
Libraries to address a growing gap between the increasing number of 
e-resources and the staffing committed to support access. The presenters 
will share their experience of organizing and training a 
multi-departmental team, developing a workflow, and implementing systems 
to track and support rapid problem resolution.



The UCF Libraries spends over 60% of the materials budget on subscribing 
to or purchasing 400 databases and tens of thousands of e-books and 
e-journals to serve the 56,000 students and faculty. Until recently, the 
Electronic Resource Librarian was the final (and often sole) point of 
contact for all electronic resources problems, ranging from subscription 
status, the proxy, OpenURL resolver, bibliographic records, the web 
site, and campus network.



With the new eSupport Team, librarians and staff from Technical 
Services, Public Services and Systems share the roles of receiving, 
investigating and resolving e-resource problems. Patrons can report 
problems via email, chat, phone, and web forms. Team members monitor 
these inputs and enter reports into a centralized ticketing system. The 
system coordinates the workflow as Team members troubleshoot the 
problem, and sends status updates to the patron. The system will 
ultimately generate a searchable knowledge base. The eSupport Team 
strives to meet defined service standards and benchmarks, and expects 
fast problem resolution, higher user satisfaction, and a greater return 
on investment for our strapped e-resources materials budget.



Elizabeth Babbitt, Electronic Resources Librarian, Montana State 
University, “Right Here, Right Now – Using a Discussion Forum to Resolve 
Electronic Resource Access Issues”

Reducing frustration for users is an important part of an Electronic 
Resource Librarian’s job. At Montana State University, we use an 
Intranet discussion forum to facilitate communication between the 
Reference Desk and the Electronic Resources Librarian to ensure prompt 
resolution to access problems, notification of database downtime and 
most recently, vagaries with our new Web Discovery Tool. The presenter 
works as the Electronic Resources Librarian but also serves on the 
Reference Desk 2.5 hours a week. She will share her experiences using 
this system both from the Collection Development/Technical Services side 
of the library and the Public Services side.



The intranet discussion board we use is a web application available as 
freeware that can be easily implemented by libraries of any size.



Andrew McLetchie, Senior Data Analyst, ITHAKA/JSTOR, “Business Analytics 
& Intelligence: Leveraging Data to Enhance User Experience”.

Andrew McLetchie, Senior Data Analyst at ITHAKA, will discuss the impact 
of business analytics on data-driven decision making for the JSTOR 
platform. A deeper analysis of platform activity data is helping to 
inform the development of features and services. The presentation will 
outline the JSTOR data landscape, data challenges, case studies of 
successes, and directions for future data infrastructure development. In 
particular, Mr. McLetchie will demonstrate how examining turnaway 
statistics (i.e., data on unfulfilled requests for content not currently 
licensed by an institution) can provide a valuable, impactful asset to 
librarians making collection development decisions.



These presentations will be followed by panelist/audience discussion.



Christine Turner

Chair, ALCTS CRS ERIG

cturner_at_library.umass.edu



Liz Babbitt

Vice Chair/Chair-Elect, ALCTS CRS ERIG

elizabeth.babbitt_at_montana.edu

_______________________________________________
ACQNET-L mailing list
ACQNET-L_at_lists.ibiblio.org
http://lists.ibiblio.org/mailman/listinfo/acqnet-l