Presentation Type

Presentation

Conference Track

Data

Description

Like many academic library users, Concordia University students rely heavily on our Primo catalog to help them find peer-reviewed articles. Unfortunately, they often run into technical problems getting from the article record in the catalog to the full text of the article in a library database. Users were reporting so many bugs that we realized we needed to keep track of them in a more systematic way, both to make sure tickets were handled in a timely fashion and to track statistical information. This talk will explore the tool we developed to serve both needs.

Learning Outcomes

Attendees will learn how to develop their own template for a tracking spreadsheet that will allow them to:

  • Monitor all reported technical problems
  • Follow up on vendor tickets that have made no progress after a set amount of time
  • Follow up on issues that require in-house testing after a certain date
  • Easily link between different vendor reporting systems
  • Track statistics on vendor response rates, which databases experience the most problems, how tickets get reported, and more

Twitter Handle(s)

@CUPortlandLib

Start Date

29-3-2019 1:15 PM

End Date

29-3-2019 2:00 PM

Persistent Identifier

https://archives.pdx.edu/ds/psu/28080

Subjects

Integrated library systems (Computer systems)-- Software failures, Libraries -- Electronic information resources -- Management, Concordia University (Portland Or.)

PrimoTroubleshootingTemplate.xlsx (62 kB)
Primo Troubleshooting Template

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Mar 29th, 1:15 PM Mar 29th, 2:00 PM

Tracking Trouble: Managing Primo Bug Reports

Like many academic library users, Concordia University students rely heavily on our Primo catalog to help them find peer-reviewed articles. Unfortunately, they often run into technical problems getting from the article record in the catalog to the full text of the article in a library database. Users were reporting so many bugs that we realized we needed to keep track of them in a more systematic way, both to make sure tickets were handled in a timely fashion and to track statistical information. This talk will explore the tool we developed to serve both needs.