ER&L 2015 – Tuesday Short Talks: ERM topics

Leaf Rainbow
“Leaf Rainbow” by Maryann

Everything is Different: Easing the Pain of a Resource Transition
Speaker: Heather Greer Klein, NC Live

They license content as a core collection for all libraries on three year cycles, and have been doing this for the past 15 years. They also provide consultations, help desk, vendor liaisons, usage statistics, and other services.

They’ve had a 5.7% decrease in funding for materials over the past six years. There was a million dollar gap this year between their funding and the cost of existing licensed resources. The resource advisory committee evaluated the situation and came to the conclusion that they would need to change the main aggregator database for the first time in a decade. The NC Live staff had to make this transition as smoothly as possible.

They needed to get the change leaders on board. The advisory committee talked with everyone in ways that the NC Live staff could do. They also needed to give as much lead time as possible, and were able to negotiate a six month overlap between the two. The communication, however, should have begun well before the decision was made. They should have talked about the funding situation well in advance, and some were taken by surprise.

Transparency reduces anxiety and helps build confidence. They announced the change well before the transition process was outlined. They sent weekly updates with what was happening. But they needed a better plan for reaching frontline staff.

Communicate with patrons early and often, and they used the website with a splash page to do that. They feel like they could have done more, and the libraries needed more support to translate the information to their users.

Partner with the vendors. The new vendors did a lot of outreach and training.

 

Serials Renewal Cycle – Doing it the SMU (a Different U) Way!
Speaker: Heng Kai Leong, Singapore Management University

They have been around for 15 years. The library was recently renovated, and they are primarily electronic and have more electronic collections than print. Most of their journals are from aggregators or big deals, the rest are through two subscription agents.

They had a staff member assigned to each of the agents for the ordering, claiming, receiving, binding, and other processes. Each year they did a collection evaluation review.

Now, they only do the evaluation every two years. The off year is when they evaluate the agents, going with the one that is the best costs savings. This has freed up staff time to do more to support the users. They are now using only one agent for two year terms.

They have a service level agreement from the agent to document the services and products they offer to the library. It’s also helpful for the staff handling the serials so they know what should be done by the agent. It required some negotiation with the agent. When they do the evaluation every two years, they require the agent to send the SLA terms in a template that allows for easy comparison. The quote must be in Excel (not PDF). There is an example of the content of the template in the slides.

 

Migrating to Intota – Updates and Dispatches from the Front
Speaker: Dani Roach, University of St. Thomas

They are in the middle of the implementation of the library services platform from ProQuest. CLIC is an eight member consortia in St. Paul, MN. They’ve had a shared ILS for a number of years, and when that contract ended. They began looking at things in 2013, and at that point they decided to get a NextGen ILS.

The two systems available at the time weren’t quite what they wanted, and the demo of Intota happened after. Due to unknown factors, one of the consortia members pulled out and selected one of the other two systems at that time. At the end of 2013, Intota was selected by the CLIC board. An implementation team was formed, and contract negotiations were completed December 31, 2013. CLIC was the first academic consortia to subscribe.

Some libraries were long-time SerialsSolultions customers; others had little or no discovery layer. The phase one implementation was setting up Summon for the consortia. The consortial implementation was a whole new creature from a single-site implementation. There were many choices that had to be made early on which had significant (and often unknown) impact further down the road. This implementation was completed by June 2014, with continue revisions of how catalog data was ingested through January 2015.

Meanwhile, in July 2014 they began implementing the Assessment portion. Part of this involved mapping data from the ILS.

Ongoing has been the implementation of the knowledgebase/ERM. Each library needed to have all of their content in there. The new interface was made live in July 2014, bugs and all. Some new features are great, some old features are missed.

Next: acquisitions (including DDA), description (cataloging), and fulfillment (circulation). No plans yet for when those will begin.

The time it takes to do this is challenging because you still have to do your day to day work. Documenting the problems and fixes takes a lot of time. Keeping track of bugs and things is frustrating.

We want vendors to succeed because we want a variety of options. We need to be involved at the development level if we want that to happen.

ER&L 2015 – Did We Forget Something? The Need to Improve Linking at the Core of the Library’s Discovery Strategy

Linked
“Linked” by arbyreed

Speaker: Eddie Neuwirth, ProQuest

Linking is one of the top complaints of library users, and we’re relying on old tools to do it (OpenURL). The link resolver menu is not a familiar thing for our users, and many of them don’t know what to do with it. 30% of users fail to click the appropriate link in the menu (study from 2011).

ProQuest tried to improve the 360 Link resolver. They focused on improving the reliability and the usability. They used something called index enhanced direct linking in Summon (basically publisher data) that bypasses the OpenURL link resolvers from 370 providers. These links are more intuitive and stable than OpenURL. This is great for Summon, with about 60% of links being IEDL, but discovery happens everywhere.

They also created a new sidebar helper frame to replace the old menu. The OpenURL will take them to the best option, but then the frame offers a clean view of other options and can be collapsed if not needed by the user. It also has the library branding, so that the user is able to connect that their access to the content is from the library, rather than just that Google is awesome.

 

Speaker: Jesse Koennecke, Cornell University

They are focusing on the delivery of content as well as the discovery. Brief demo of their side-by-side catalog and discovery search due to nifty API calls (bento box). Another demo of the sidebar helper frame from before, including the built-in problem report form.

 

Speaker: Jacquie Samples, Duke University

Does the website design for the Duke Libraries. They’ve done a lot of usability testing. The new website went out in summer of 2014, and after that, they decided to look at their other services like the link resolver. They came up with some custom designs for those screens, and ended up beta testing the new sidebar instead. They have a bento box results page, too.

The FRBR user tasks matter and should be applied to discovery and access, too: find, identify, select, and obtain. We’re talking about obtaining here.

ER&L 2015 – Evidence Based Collection Models: Not Your Traditional DDA

Spreadsheet
“Spreadsheet” by Jon Newman

Wiley offers the entire collection or subject collections for a set access fee based on FTE tiers. At the end of the access period, titles up to (or for additional cost) exceeding the access fee are selected for perpetual access. Usage data is provided to help with selection.

 

Speaker: Galadriel Chilton, University of Connecticut

In general, ebook borrowers like public library books, but the formats of many academic ebooks is frustrating. If ebooks are not integrated with journal content, they are often not found or not found as easily. Convenience is key. There’s also the issue of unencrypted usage data being transmitted by Adobe, which is now being transmitted “securely,” but still profiling the reading habits of users.

They started the EBA with Wiley in April, and they saw a jump in usage before the titles were even in the catalog or discovery service. They were finding it on the platform already.

Downsides: Some content is only available on aggregator platforms, rather than Wiley’s platform. Some content is not included in the EBA program. Also, this adds another wrinkle to an already complicated ERM ecosystem.

It’s not an all-encompassing solution, but it is an ebook collection method that has significantly improved user experience.

 

Speaker: Monica Metz-Wiseman, University of South Florida

About 15% of the audience still has an approval plan. About 40% have a declining monographic budget. About 70% have declining monographic circulation.

They haven’t had an approval plan in 2009, have had a 50% drop in print circulation since 2008, and now rely on ebook packages and PDA (with STL).

They looked at STL costs in 2013 and saw that Wiley and Taylor & Francis were at the top. They decided to try the EBA with Wiley.

They wanted to recalibrate access with ownership. They wanted increased control over costs and content. They wanted to make sure the books would still be there later when a faculty member went looking for it (not always the case with PDA).

Challenges: The collection specialists were already removed from the collection process with PDA, and this was just another stake in the heart. There are two platform for Wiley collections, so they are having to maintain some of the titles on EBL still. The MARC records are not always good, requiring some manual fixes. Scalability is going to be challenging if there isn’t enough staff support. Funding uncertainty may make sustainability difficult, as well.

Benefits: Content integration, preferred DRM features, easier authentication, holding the line on price increases for STL and aggregator ebooks, and increased familiarity with Wiley content.

Selections were made on absolute use, without consulting subject specialists. They did not look to see if there were print copies available in the library already.

Not sure what impact this will have on ebook pricing in the future when publishers have more data about what users want.

 

Speaker: Robert Murdoch, Brigham Young University

He has prettier slides, but not much to say that wasn’t covered by the others.

ER&L 2015 – Monday Short Talks: ERM topics

Link
“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.

ER&L 2015 – Understanding Your Users: Using Google Analytics and Forms

Google Analytics v2.0
“Google Analytics v2.0” by Panayotis Vryonis

Speakers: Jaclyn Bedoya & Michael DeMars, CSU Fullerton

There are some challenges to surveying students, including privacy, IRB requirements, and survey fatigue. Don’t collect data for the sake of collecting data. Make sure it is asking what you think it is asking to get results that are worth measuring.

Google Analytics is free, relatively easy to use, and easy to install. And it’s free. We’re being asked to assess, but not being given a budget to do so.

It’s really good about measuring the when and where, but not the why. Is it that you don’t see Chrome users because nobody is using Chrome, or is it that your website is broken for Chrome users?

If people are hanging out on your library pages for too long, then maybe you need to redesign them. We want them heading out quickly to the resources we’re linking to.

They’ve made decisions about whether to spend time on making sites compatible with browser versions based on how much traffic is coming from them. They’ve determined that mobile use is increasing, so they are desigining for that now.

They were able to use click data to eliminate low-used webpages and tools in the redesign. They were able to use traffic data to determine how much server support was needed on the weekends.

Google Forms are free and they can be used to find out things about users that Analytics can’t tell you. They can be embedded into things like LibGuides. There’s a “view summary responses” option that creates pie charts and fancy things for your boss.

They asked who they are (discipline), how often they use the library, where they use it, and what they thought of the library services. There were incentives with gift cards (including ones for In-N-Out Burger). The free-text section had a lot of great content.

The speakers spent some time on the survey data, but the sum total is that it matched their expectations, but now they had data to prove it.