er sleuths are on the case: best practices for e-resource acquisitions

CLUE -The Case of the

Irate Professor Plum

Starring – in Order of Appearance

V. I. Warshawski Susan DavisProfessor Plum Katarina EnglandMrs. Peacock Deberah EnglandMiss Scarlett Tina FeickMrs. Green Tina FeickMrs. White Katarina England

ER SLEUTHS ARE ON THE CASE

Best practices for e-resource acquisitions

Agenda■Troubleshooting ■Subscription Agents■Communication, Communication,

Communication■Discussion & Questions

Sleuthing ■Responding to the scene of the “crime”■Interviewing techniques■Statement taking and gathering

evidence■Complex problem solving skills■Knowledge of the environment■Case management and process workflow

Troubleshooting Workflow■Users report problem■Library point of contact

“triages” the problem ■Triage ensures the

problem is referred to the appropriate person for the appropriate level of “care” within an appropriate period of time

Triage: Checking vital signs■BASIC: browser, logins, etc.

> point of contact assists user to resolve issue■ COMPLEX: Requires expertise to resolve

> Escalated to ERT via staff ER Problem Report form

■CRITICAL: Requires expertise to resolve & immediate action required (many resources impacted, many users impacted)> Escalated to ERT via phone call & submission of ER Problem Report form

ER Problem Report form

ER Troubleshooting Team (ERT)

■Access > Systems Librarian (Computing Svcs)

■Catalog > Head of Tech Svcs (Tech Svcs)

■Holdings > Head of Tech Svcs (Tech Svcs)

■EZ Proxy > Web Developer (Computing Svcs)

■OpenURL > ER Librarian (Collection Svcs)

■Other > Systems Librarian* (Computing Svcs)

* May pass off to the appropriate Team member

ERT Initial Response■ERT receives report■ERT member assigned

to problem responds to staff within 24 hours

■ERT member cc’s all ERT members on initial email response Reference & other concerned staff are cc’d if needed

Analysis■ERT member assigned to problem:

1. Reviews and investigates the problem2. Tests to duplicate the problem3. Determines the source of the problem4. Takes action to correct the problem 5. If problem is external, reports problem to the appropriate publisher or service provider

Case Solved!■Locally solved problems

> ERT member reports back to staff■Externally reported problems• ERT member recreates test to CONFIRM

problem is resolved> If resolved - ERT member reports back to staff

• If tests confirm problem is not resolved – ERT member contacts service provider or

publisher until problem is CONFIRMED solved or is determined to be a “known problem”

> ERT member reports back to staff

Best Practices

Dreams – Everyone Dreams

What do Subscription Agents dream?

■Every library able to order an e-journal and get automatic access that is trouble-free!!!!

Why not???

■Too many players■Not a level playing field■Negotiated prices■Lack of communication■Authentication process■Publisher and library have contract■Lack of understanding of the ordering/access

process

And that justifies a role for the agentTracking e-resources – supports workflow

Info for resource identification Info to purchase – options - pricingInfo for license managementInfo for resource activationInfo for access managementInfo for coverageInfo for URL LinksInfo for long-term archiving Info for cancellation – post-cancellation rights

E-Resource Profile - Essential Profile details in agent’s online system

E-Resource contact information (name, title, email, phone, etc.)

IP ranges FTE counts Consortia memberships Preferred e-resource provider with customer

IDs. Library maintains Info sent to publisher with order (new and renewal) Change IP range – updates sent to publishers/platforms

Activation

Send activation info to library – including URL to obtain license or activate/register - with order confirmation

Notify library when URL changes When publisher contacts

Activates where possible – trying to get publishers to participate

ingentaconnect platform Metadata – sent daily files – no longer ICEDIS

E-Access Troubleshooting Prompt action needed Access claim entered in online system, phone or email

Guides library through access problem Email immediately to publisher/platform

with payment info Follow-up contact by customer service

Important for library to follow-up if access not regained – publisher often does not tell agent

Third party platform – delays to relay order info - Gracing – shortened time period – make sure

renew on time

Communication■Establish reasonable expectations■Understand the e-resource lifecycle■Compile a dossier on the “usual”

suspects■Pursue the right lead, using the

appropriate communication method!

Don’t Forget – Internal and External Communication

Consortium tells libraries about deals Collection development tells e-resource acq

librarian E-resource librarian tells day-to-day staff E-resource librarian tells publisher Publisher tells library Publisher and library tell AGENT!!! Agent tells publisher and library■YEA!!!!!!!!!!!!!!!!!!!!!!

Collecting the clues

■Put your acquisitions skills to use■Develop a good understanding of the

systems involved■Learn the standards and the lingo■Don’t forget broswers behave

differently!■Apply logic and analytical skills

Making the Case■Identify the problem or issue■Explain the problem or issue

clearly and respectfully■Submit the evidence (screen

shots, URLs, OCLC record number)■File the “case’■Follow up

Thank You!

Susan Davisunlsdb@buffalo.edu

Deberah Englanddeberah.england@wright.edu

Tina Feicktfeick@Harrassowitz.de