Social and Behavioral Sciences Commons^™

E-Team Workflow: A Case Study In Improving Electronic Access Troubleshooting, Debra G. Skinner

Library Faculty Presentations

This presentation will discuss a case study of revised workflows to improve Electronic Access Troubleshooting using a team approach in the Collection & Resources Department at Georgia Southern University. The e-Team was established first using an internal eTeam e-mail for communications among library staff and the eTeam, and evolved into a sophisticated system using a LibAnswers queue and FAQs for handling ERA issues. The revised workflow offers an organized and efficient process for electronic access issue reporting as well as rapid feedback to library staff and library users. The eTeam workflow has provided insight into the nature of electronic access …