2CUL TSI E-Resources Troubleshooting Team

Report - PHASE 1: Investigation

Create an inventory of all policies, practices, tools, and workflows related to e-resource troubleshooting at both institutions;

Identify dependencies and limitations inherent in working with different systems, user populations and e-resource packages and licensing;

Review policies, practices, and workflows related to e-resources troubleshooting at both institutions to identify points of harmony and points of discord;

Establish baseline productivity and staffing at each institution to allow for future assessment of changes and development.

• Productivity - Appear to be very similar levels of troubleshooting volume and nature of incidents
  • January-March 2013 - Columbia 244, Cornell 251 (very close month to month totals) - Accuracy of these is limited by different sources of information.
• Staffing - Very similar numbers of individuals and time spend handling troubleshooting work

Recommendations to come:

• Off-campus access and variable browser configuration testing - BrowserStack
• Troubleshooting tracking system - A single incident tracking system for all troubleshooting reports to automatically populate (Jira?  other?).
  • LIBIT-L@cornell.edu and cul-eproblem@columbia.edu or other appropriate sources of reports should feed directly into the system to avoid re-entry.
  • Easy to identify Cornell or Columbia issues
  • Ability to route issues
• Common ERM/LMS - Information access and data normalization? Variables include:
  • Serials Solutions ERM Suite and Consortial add-on - cost, implementation & migration workload, gain vs. loss regarding Alma migration
  • Alma implementation timeline
• Workflow and information access - Consolidate useful information into parallel wiki's or consolidated wiki?
  •  Develop guidelines of what to handle at 2CUL level, what to route to "owning" library.
• Other tools
  • Automated link/access checking -