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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Revamp Your Customer Service: Using Data To Improve Customer Service Practices, Christopher M. Jimenez, Diana Reyes
Revamp Your Customer Service: Using Data To Improve Customer Service Practices, Christopher M. Jimenez, Diana Reyes
Works of the FIU Libraries
The FIU Librarians will reveal the statistics from a pilot program to formalize their Incident Management and Problem Management processes using the LibAnswers ticketing system on Springshare's LibGuides CMS. The ticketing system allowed the librarians to track the effectiveness of their troubleshooting steps, measure turnaround time for resolution, and manage their transition to new products and services. The pilot program enhanced interdepartmental communication, improved customer service outcomes, increased transparency, and identified trends and potential problems before they became widespread issues.
Honoring Access And Privacy In Digital Collections, Rebecca Bakker, Virginia Dressler, Kelley Flannery Rowan
Honoring Access And Privacy In Digital Collections, Rebecca Bakker, Virginia Dressler, Kelley Flannery Rowan
Works of the FIU Libraries
This session explores the often unforeseen challenges and issues that can arise with the creation and management of digital collections in regards to access and privacy. We will address incorporating a privacy review into production workflows that can embed privacy considerations into practice and offer possible solutions and creative ways in which two academic institutions have helped it’s students, faculty and researchers maintain their privacy. We will share examples of subpoenas, plagiarized content, take-down notices, awkward responses from contacted alumni, and the challenge of dealing with victims of violence. This session will share some lessons learned along with recommendations of …
Managing Digital Collections: Case Studies In The Ethics Of Privacy, Kelley Rowan, Rebecca Bakker
Managing Digital Collections: Case Studies In The Ethics Of Privacy, Kelley Rowan, Rebecca Bakker
Works of the FIU Libraries
This session explores the often unforeseen challenges and issues associated with the creation and management of digital collections and the privacy concerns that can arise. We will explore how to handle the need for digital anonymity on the part of content creators facing issues such as stalking, harassment, and violence. We will also discuss how to deal with the need for privacy when it stems from issues such as plagiarism and false claims of ownership that are almost always unexpected. We will offer possible solutions and creative ways in which FIU has helped its students, faculty, and researchers maintain their …