‘and what’s that supposed to mean?’ – development, interpretation and analysis of a user...
TRANSCRIPT
“What’s That Supposed To Mean?”
- Development, Interpretation, and Analysis of an E-Resource Enquiry Form
Ronán Kennedy, James Hardiman Library, NUI Galway
Identifying The Need• Easy to be broadcasters, hard to be receivers
• Focus on self-empowered learning, easy interfaces, feature-rich systems, etc.
• Signals received were fragmented, full of ‘noise’• “A user had problems getting articles with ScienceDirect”• “People reporting problems accessing resources from off-campus”
• Contact for users has to be convenient, quick and easy to discover
• Has to be specific to their need – not just the Information Desk
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E-Resource Enquiry Form• It had to be easy to find by the user
• It had to be well-marketed
• It had to have an intelligent process in the background
• High standard of service
• It had to be quick to fill out by the user
• It had to provide information and context for us
E-Resource Enquiry Form• It had to be easy to find by the user
• Link embedded in SFX forms, located on website
• It had to be quick to fill out by the user• Less than 1 minute – quicker than open form
• It had to provide information and context for us• Off-campus access, what system was being used, details of problematic content
• It had to be well-marketed• Subject Librarian sessions, other training sessions, use of website features
• It had to have an intelligent process in the background• Form gets translated into a ticket, assigned to E-Resources Team
• High standard of service• Prompt response, never end with ‘no’!
Ja n Fe b Ma r A p r Ma y Ju n Ju l A u g S e p O c t No v De c0
20
40
60
80
100
120
140
Monthly Ticket Submissions
2014 2013
Analysis
Analysis
Reasons For Tickets• Aleph• EZ-Proxy• Miscellaneous• Primo• Re-Assign• Resource Issue• SFX• Tech Issue Outside Our Range• User Error
Aleph
EZ-Proxy Amendment
Miscellaneous
Primo
Re-Assign
Resource or Subscription Issue
SFX
Tech Issue Outside Our Range
User Error
0.00 5.00 10.00 15.00 20.00 25.00
21.89
10.40
6.41
0.60
5.20
15.84
11.61
6.29
21.77
% Breakdown 2014
Analysis
Ja n u a r y Fe b r u a r y Ma r c h A p r i l Ma y Ju n e Ju l y A u g u s t S e p te m b e r O c to b e r No v e m b e r De c e m b e r0
5
10
15
20
25
30
35
USER ERROR
2014
Analysis
Ja n u a r y Fe b r u a r y Ma r c h A p r i l Ma y Ju n e Ju l y A u g u s t S e p te m b e r O c to b e r No v e m b e r De c e m b e r0
5
10
15
20
25
SFX Amendments
2013 2014
Analysis
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