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Beyond “I Clicked the Link, But It Didn’t Work!”: What Analyzing Troubleshooting Reveals
ER&L Conference
March 19, 2014
Sommer Browning: Head of Electronic Access & Discovery Services [email protected]
Katy DiVittorio: Lead, Assessment & Financial Systems [email protected]
Auraria CampusUniversity of Colorado Denver
Metropolitan State University of DenverCommunity College of Denver
Auraria Background
One campus with three institutions: Community College of Denver, Metropolitan State University of Denver, and the University of Colorado Denver
Auraria FTE: Over 40,000
Auraria Library staff: 55
E-Resources: 140,000 ebooks, 60,000 ejournals, 350 database subscriptions and 280 million electronic resource records through our Summon Discovery service.
Traffic: Weekly, as many as 25,000 people walk through the front door. The Auraria Library website receives upwards of 23,000 unique visitors monthly when classes are in session.
Auraria Library Troubleshooting Team
Elaine JurriesElectronic Access
Librarian Technical Services Division
Gayle BradbeerCollection Development
LibrarianEducation, Research, &
Information Division
Katy DiVittorioLead, Assessment & Financial SystemsTechnical Services
Division
Sommer BrowningHead of Electronic Access
& Discovery ServicesTechnical Services
Division
Davette ZinikSerials Acquisitions
ManagerTechnical Services
Division
Denise PanAssociate Director of
Technical Services
Types of Problems
E-Resource problems prevent patrons from getting to the article, database, e-book, or website that they are trying to find. The following kinds of issues are reported:
A link to an article is broken
The record states we have full text access, but you can't get to it
The years covered in our catalog don't match the years covered in the database
The e-book doesn't load
The database is down
The patron’s login is not working
Reporting Methods
Ways for patrons/staff to report:
Email: [email protected]
Bugzilla: http://bugzilla.auraria.edu (internal reports only)
360 Link: "Report an Error" link on 360 Link results pages
“Feedback” link: On our Summon display page
E-mailing
How to Describe the Problem
Tell us as much as you can about the situation so we can recreate the problem.
Let us know:
the problem URL
what you were searching for (what were your search terms, what article did you want, etc.)
and where (which database, journal title, etc.)
Bugzilla
Bugzilla
360 Link
Click on the "Report a problem" link in the top left hand corner of the screen. This link appears on 360 Link "Journal Access Results" pages when searching for a journal title or an article.
360 Link
360 Link
Summon Feedback Link
Our Troubleshooting Analysis
Why:
To enhance our understanding of the types & number of problems we were handling.
How long do we take to solve access issues?
Exactly what types of problems are we receiving?
Who is mostly reporting access issues?
Identify areas of improvement.
How could we be more proactive vs. reactive?
What:
Analyzed 100 issues reported over a 9 month period (mid March 2013 to mid December 2013).
Our Troubleshooting Analysis
How:
Using Excel we categorized our reports.
Examples of Some Categories:
Resolved vs. Unresolved
Length of time it took to resolve
Who reported the problem (patron, library staff, campus staff)
How was the problem reported (direct e-mail, Bugzilla, 360 link, Summon feedback form)
Resources involved
Type of problem (i.e. user error, hiccup, bad metadata, etc.)
Resolved vs. Unresolved
Resolved 93%Awaiting Resolution 6%Not Resolved 1%
Length of Time to Resolve
1 Day or Less 63%1 Week or Less 25%More Than a Week 12%
Who is Reporting the Problems?
Series1
0 10 20 30 40 50 60 70 80
Staff & Patron 1%Faculty 3%Unknown 7%Patron 15%Library Staff Member 74%
How Were the Problems Reported?
Series10
10
20
30
40
50
60
360 Link Page 55%Bugzilla 18%Direct Email 17%Other 10%
Categories of Problems
Where Can We Make a Difference?
Just Looking at the Data Inspired Us!
What Can the Library Control? 13% Due to Library Tech Issues (e. g. WAM table, platform changes, payments)
Who’s Reporting? 75% of reports came from staff!
What Can’t the Library Control? (but wants to) Vendor Problems (e.g. bad metadata, broken links at publisher site)
Addressing Library Tech Issues
The Quarterly E-Resources Spreadsheet
Quarterly checking will proactively address:
IP/WAM table issues
Platform changes that went unannounced
Access turned off due to late payments, missing payments & invoice issues
Proxy issues
Addressing Reporting Issues: More Ways to Report
Addressing Reporting Issues: More Ways to Report
Addressing Vendor/Publisher Issues
Vendor Diary Bad Metadata Platform Bugs Unplanned Outages
The Future
Complexity and severity of problems requires another staff position
Open Access: 15% of problems occurred with open access resources
Patron and staff education: 18% of reports were due to user error
Thank you!
