Edwards, Laura, Kelly Smith, and Jens Arneson, "Electronic Swiss Army Knife: Deploying an Online Reference Service as an Interdepartmental Multi-Use Tool" (2017). Presented at the Ohio Valley Group of Technical Services Librarians (OVGTSL) Conference, Cincinnati, OH, May 2017. http://encompass.eku.edu/fs_research/154
While Springshare’s LibAnswers product is marketed as an end-to-end online reference product, the Metadata & Discovery (M&D) team at EKU Libraries recognized the potential LibAnswers had to solve workflow problems within the team and provide faster service for our users. The M&D team envisioned using LibAnswers as a ticketing system for troubleshooting problems, managing workflow, assessment of eResources, and storing documentation. Since adopting the LibAnswers product over a year ago, the team has seen reduced confusion around the tracking of workflow tasks in the eResource lifecycle and a significant improvement in turnaround time on troubleshooting problems. In addition, built-in functionality within LibAnswers provides us with insights into user behavior in order to identify failure points and anticipate future patron needs. Join us as we share how we set up our LibAnswers instance, established best practices for handling tickets for both workflow tasks and troubleshooting problems, and how we leverage data provided by LibAnswers to further improve the patron’s experience with eResources and the library’s online presence as a whole.
OVGTSL (Ohio Valley Group of Technical Services Librarians) 2017