• Begin to develop timeline to establish joint troubleshooting – take baby steps or jump right in?
  • Get a common starting point, get familiar with each others issues
    • Identify - interesting, easy, insurmountable issues?
  • Common system and/or view each others messages
• Examine points of discord – low-hanging fruit, high priority
  • Ingest data about incidents into one system - Tracking
  • User Voice? - https://www.uservoice.com/welcome/ - in use in some offices in Columbia
    • Other possibilities? - Jira?
  • FreshDesk?
  • Adam/Liisa paper on e-resource troubleshooting tracking
  • Server/System access -
• Serials Solutions ERM, etc… follow-up – What are our next steps?
  • KB Team info will be essential
  • Joyce will follow up from demo - pricing, other issues
• Other tools investigations – Callisto, anything else to look at?
  • Callisto - Callisto lead at each institution -
• Anything else?
  • Recommendation topics:
    • Patron privacy - can system help? Will it make the issue worse or better?

Discussed E-resources Team (Bill/Joyce) formation of subgroup to look at knowledge base issues.  Proposed members: Adam Chandler, Jesse Koennecke, Susan Marcin, Evelyn Ocken (eo33@columbia.edu)