ER&L 2015 – Monday Short Talks: ERM topics

“Link” by Andrew Becraft

[I missed the first talk due to a slightly longer lunch than had been planned.]

Better Linking by Our Bootstraps
Speaker: Aron Wolf, ProQuest

He is a librarian trained as a cataloger.

Error reports are important, because for each one, there were probably ten instances not reported. Report early and report often.

Include the original query for the OpenURL in order to reproduce it. If you have the time, play around with the string data and see if you can “fix” it yourself and report that.

There are a lot of factors into how long it will take to fix whatever is causing the OpenURL error. They don’t want to raise false expectations by giving a date and time.

Once an error has been reported, it enters a triage system. If it has a broader impact, it will be prioritized higher. Then it’s assigned to someone to fix.


Trouble Ticket Systems: Help or Hindrance?
Speaker: Margaret Hogarth, The Claremont Colleges Library

We should be polite and helpful. Human.

Detail the issue as specifically as possible, with steps, equipment, screen shots, etc. Include account number or other identifier.

Vendors need to identify themselves in responses. They also need to include the issue in responses, particularly when the message trail gets long. Customers need to keep track of the trouble tickets they have submitted.

Respond promptly, even if it will take longer to resolve. Mine the trouble ticket data to create FAQ, known issues, etc. and add meaningful metadata.

Email is good for tracking the history. Online forms should have an email sent with the ticket detail and number. Some vendors hide their support email address, which is annoying.

If vendors require authentication to submit a ticket, provide examples of what information they are looking for.

Vendors should ask their most frequent support users for feedback on what would make their sites more useful.

Multiple tech supports make it challenging for reporting issues to large companies.

Jing screen casting is helpful for showing how to reproduce the problem, particularly when you can’t attach a screenshot or cast, since it provides a URL.

All of this is useful for your internal support ticketing systems, too.