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ER&L 2015

February 22–25, 2015

Austin, Texas

Visit our "Search the ER&L 2015 Program" page to peruse all the accepted and peer-reviewed sessions for the 10th Anniversary Electronic Resources and Libraries Conference, February 22-25, 2015.

Click to view information about ER&L 2015 Online and Austin registration.


Trouble Ticket Systems: Help or Hindrance?

Monday, February 23, 2015 at 2:30 PM–2:45 PM CST
Room 301
Conference Track

4. External Relationships


Trouble ticket, tech support, interface, customer service, log in, response, follow up, data analysis, metadata, FAQs

Learning Objectives

Librarians rely on trouble-ticket systems to communicate issues to vendors. Best practices are needed on both sides of the interchange. Reporting complete information, branding, the nature of responses, interface usability, plus other subtle factors can make transactions more efficient and successful. Interpersonal qualities of the interaction(s) can influence results.


Margaret Hogarth, MLIS, MS Environmental Studies, The Claremont Colleges Library