ALA Mid-Winter: ALCTS CRS E-Resources Interest Group

["Christine Turner" <cturner@library.umass.edu>]

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@library.umass.edu

Liz Babbitt
Vice Chair/Chair-Elect, ALCTS CRS ERIG
elizabeth.babbitt@montana.edu