Hello Eridan,

At Rutgers, our department manages electronic resources and all serials.   We have developed a system to respond to all serial questions.   We created an email list to which the library community can post any question  all questions are welcome. The public cannot post to the list but are often referred to us by the community and we often respond to the patron copying the person who referred the question.  The message is not sent to individuals but to the "Serials Team".    Depending on the complexity of the problem, it can be handled by one individual on the team or members of the team can collaborate on a solution.  The response to the problem is sent by one individual and the Serials Team is copied.  The intent is to continuously build the expertise of the team. 

Members of the team include the Electronic Resource Coordinator, the Serials Acquisitions Coordinator, the Head of the Department and 2 Associates specializing in serial bibliographic records  management and serial receiving and claiming, respectively.   Among team members, it is known who has  what expertise but the intent is to build everyone's expertise  by sharing the responsibility.   There are others within the department and outside of our department who are on the list and therefore receive all queries and responses, but do not answer questions.  They are observing the correspondence to understand what issues are being discussed as the issues may be related to many areas.

Our queries and responses are recorded in a spreadsheet and coding is applied so that the data can be analyzed easily.  For example - questions regarding pricing have a code, access problems are coded differently etc.  Also, we track who is asking the question - is it coming from Inter-Library Loan, from Reference Librarians etc?  The analysis helps us to evaluate performance of our providers, the tools used to access and our own management of the systems.  We make adjustments accordingly.

We have not found a system that will adapt to our workflow and the workflow has been very well received,  but we are always looking. 

We hope you will share the results of your posting to the list.

Thank you,

Gracemary Smulewitz

From: "Eridan Thompson" <eridan.mcconnell@GMAIL.COM>
To: SERIALST@LIST.UVM.EDU
Sent: Wednesday, August 6, 2014 2:04:30 PM
Subject: [SERIALST] e-resource ticketing system

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--

Gracemary Smulewitz
Head, Distributed Technical Services
Rutgers, The State University of New Jersey
169 College Avenue
New Brunswick, New Jersey 08901
email:   smulewi@rutgers.edu
phone: 848-932-6120
fax:      732-932-8141