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Incident tracking - a lot of people talking about. No clear magic answer. - perhaps follow up with presenters?
- Where are we now?
- Baseline
- Reviewed phase 1 charge progress, starting discussion on Serials Solution point for Phase 2
Nature and number of troubleshooting reports.
- To Do: Baseline productivity: Examine Jan-March 2013 traffic - Number reports, estimated related e-mails, word cloud?, nature of issues. (Susan/Jesse)
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Reactive vs. Proactive troubleshooting – We both do reactive troubleshooting as questions come in. We also both do a certain amount of proactive troubleshooting or maintenance that may function more like troubleshooting. If we are able to gain some amount of efficiency in our reactive troubleshooting work, can some of that time or effort saved go into things like: link-checking, holdings checks, identifying renewals that may not have gone through properly, etc...?