2012 ER&L Program Search Tool
ER&L 2012 | April 2–4, 2012 | Austin, Texas and Online
Exploring ideas, trends and technologies in eresources and digital services.Go to www.electroniclibrarian.org to view and print a 3 page pdf of all sessions by thread with conference hashtags.
Register for ER&L 2012.
"We're Looking Into It" -- Enhancing service using a cohesive e-resource troubleshooting workflow.
hashtag
#issuetracking #erl12
Track
External & User Relationships
Keywords
"E-resource access issue tracking", JIRA
Learning Objectives
Following this session, participants will be able to navigate the JIRA Program for tracking eresource access "tickets" and will have guidelines for responding to e-resource access issues quickly and efficiently.
Abstract
The E-Resources Department at Drexel handles all incoming E-Resource access issues from University patrons. We implemented JIRA project tracking tool to track issues as they arise, and I will describe this process and outline the workflow for addressing access issues quickly and efficiently while providing good service to the patron.