Social and Behavioral Sciences Commons^™

Get The Eteam, Stat! Managing Era Troubleshooting Triage Tier By Tier, Jeffrey M. Mortimore

Library Faculty Presentations

Triage of electronic resource access (ERA) troubleshooting takes planning and rarely is straightforward. Who reported the problem? How visible is it? How long will it take to resolve and who is involved? Without a good triage plan, ERA troubleshooting can spin out of control fast.

This poster session will present a three-part tiering scheme for performing triage on ERA troubleshooting requests reported to the eTeam, the ERA response team at Georgia Southern University in Statesboro, GA. This framework evaluates requests in terms of 1) origin, scope and urgency of request; 2) required stakeholder input to resolve the request; and 3) …