Hello Everyone,
Here at Cardiff Met we're just starting to investigate options for formally recording the access queries and 'incidents' associated with our electronic collections, discovery service and acquisitions work. We are looking at various proprietary software including the Help Desk Management System our own IT department use to see if this can assist us with recording and managing the queries and incidents that we receive and discover. We are finding that this work is becoming more complex to manage when we include all the various library team members involved, the IT department and 3rd party suppliers. The idea is that we can work smarter, capture better data about the volume and nature of the queries received and identify patterns / problem areas early to develop our service for the benefit of our users.
Therefore I just wanted to see if anyone else out there is using any software at their organisations to assist them in this regard and whether they would recommend anything in particular? If you contact me off list with your experience then I am happy to provide a summary of the findings (keeping the names / institutions anonymous if required) to all those that are interested?
Kind regards
Julie
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Julie Neenan
Information Advisor (Electronic Services)
Library Central Services Unit
Cardiff Metropolitan University
Llandaff
Cardiff
CF5 2YB
*: 029 2020 1525
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*: Cardiff Metropolitan University<http://www.cardiffmet.ac.uk/>
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From 1st November 2011 UWIC changed its title to Cardiff Metropolitan University. From the 6th December 2011, as part of this change, all email addresses which included @uwic.ac.uk have changed to @cardiffmet.ac.uk. All emails sent from Cardiff Metropolitan University will now be sent from the new @cardiffmet.ac.uk address. Please could you ensure that all of your contact records and databases are updated to reflect this change. Further information can be found on the website here.<http://www3.uwic.ac.uk/English/News/Pages/UWIC-Name-Change.aspx>
Ar Dachwedd y 1af 2011 newidiodd UWIC ei henw i Brifysgol Fetropolitan Caerdydd. O Ragfyr 6ed, fel rhan o'r newid yma, bydd pob cyfeiriad e-bost sy'n cynnwys @uwic.ac.uk yn newid i @cardiffmet.ac.uk. Bydd yr holl ebyst a ddanfonir o Brifysgol Fetropolitan Caerdydd yn cael eu danfon o'r cyfeiriad @cardiffmet.ac.uk newydd. Gwnewch yn siwr eich bod yn diweddaru eich cofnodion cyswllt a'ch cronfeydd data i adlewyrchu hyn. Gellir cael rhagor o wybodaeth ar y wefan yma.<http://www3.uwic.ac.uk/English/News/Pages/UWIC-Name-Change.aspx>
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