Brian Gallagher, facilitator
(Head, Access Services, University of Rhode Island Libraries)
Roundtable 2 – Staff Training / Staff Buy-in
Session 1: B.Gallagher – examples of staff communication / information dissemination:
Support ticket/ trouble ticket systems for issues / complaints -- – can be referred to Reference or Access Services for action & follow-up.
Some open source examples are :
Dropbox - cloud-based storage and document sharing
eTicket - client-based software that can receive "customer support tickets" via email or web-forms
ZenDesk - cloud-based customer service and support
SimpleTicket - downloadable troublet ticket software
osTicket - cloud-based software that cen receive "customer support tickets" via phone, email, or web-forms
TroubleTicketExpress - web (but not cloud) based help desk support via email
iTracker - client-based "issue tracking system"
RT: Request Tracker - cloud-based system with client software for tracking customer support requests
How to find ways to communicate:
Shared drive - accessible from all staff computers
Email – effective use
Difficulty of getting all staff together for F2F meetings:
Google Docs to share notes, etc.
Snag-It to film meetings, also make recordings for student staff training (captions are possible)
Training – who does it?
-when to do it?
-how to do it?
Use of “scavenger hunt” activity to familiarize staff; hands-on; working with partners
Getting knowledgeable people to help, especially with technology
Different staff have different comfort levels
Notes: Lisa Maine, Document Delivery Supervisor, James P. Adams Library
Editor: Tish Brennan, Head of Reference, James P. Adams Library
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