Electronic Resource Management: Handling users’ pain points

I missed this year's ER&L 2018 conference.  It has always been one of my favourite conferences and it never fails to amaze me with an interesting line-up of insightful presentations and workshops.  While checking out the tweets for this year's conference, I came across this wonderful article by Claire O'Neill, Library Services, Wiley, on the …

Top 5 services deployed by Library Websites

From my comparative study on benchmarked library websites (2015) which was conducted together with my colleague, the Senior Subject Specialist, we noted that the top 5 services deployed the library websites were: User Services: Checking how items that have been borrowed, reserved status and so forth. Reference/Research Services: Asking a librarian question, live chat services. …

From Millennium ERM to Proquest 360 Resource Manager: Our library’s Journey

  I've just completed the slides for the Electronic Resources Management Systems ERMS project.  Highlighted the library's journey to the new ERMS - Proquest 360 Resource Manager.  I recalled the 3 phases that the project went thru.  Each of them posed challenges and issues that the project team had to face head on.  Endured late …

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. What I found: 32% of the …

Most common inquiries received in our library’s Inbox

Our library uses LibAnswers to track and monitor all our library inquiries.  Inquiries received range from directional questions to complex ones such as access issues. Here are my findings on the most common questions received in the first quarter of 2017 (Jan - March 2017): electronic resources questions circulation and access questions A quick breakdown …

Stats here, Stats there, Stats everywhere

 I decided to take a break from ERM for a few hours today.  Something caught my eye: our Google Analytics statistics for the library's website, our Summon (discovery service) usage reports, 360 statistics (AZ management system: EBooks and EJournals, Databases) and LibGuides / LibAnswers. Some background: Google Analytics gives us insight on how users are …