Social and Behavioral Sciences Commons^™

Electronic Swiss Army Knife: Deploying An Online Reference Service As An Interdepartmental Multi-Use Tool, Laura Edwards, Kelly Smith, Jens Arneson

EKU Faculty and Staff Scholarship

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 …