Get a ticket, wait in line and we’ll resolve your E-Resources Issue

Just completed my first draft of my paper entitled: An Exploratory study on the use of LibAnswers to Resolve, Track and Monitor Electronic Resources Issues: The KAUST Library experience.  Researched on the most common questions related to E-Resources as well as making recommendations for service improvement in this area.

brainstorm2

What I found:

  • 32% of the submitted questions are related to electronic resources issue
    • Access issues (17%)
    • Link issues (4%)
    • New e-resource title recommendations (3%)
  • Peak Months:  August – Oct as well as Jan – March
  • Most questions were asked on Sundays and Wednesdays
  • Daily Peak timings:  10am – 12pm and 2pm – 4pm.

Drill Down on Access Issues:

  • Denied access to e-resource
  • Setting up / Registration issues
  • Downloading e-journal articles / ebook chapters
  • Excessive Downloading
  • Broken Links

Turnaround time to resolve the e-resource questions:  Approx 12 hours

For further discussion(s)/suggestions:

  • To have a consistent / controlled vocabulary in tagging the questions
  • User Empowerment to resolve straightforward issues themselves.  We are creating a libguide to address this.
  • Social media integration
  • Implementing Libanswers’ Ref Analytics feature
  • Regular sharing sessions with library staff
  • Knowledge audit of library staff understanding of electronic resources

The article can be found here.

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