Abstract
ABSTRACT Electronic resource troubleshooting can feel like extinguishing a fire every day in a library. When a real fire comes along as Kansas State University (K-State) experienced at Hale Library, one learns not to take e-resources–and the fact that they are working–for granted. Regardless of the integrated library system and discovery layer, getting databases and online subscriptions back up is especially critical when physical collections are suddenly inaccessible. Returning to a sense of normalcy involves rethinking priorities, staffing, and the nature of the resources in given circumstances. Earlier in the fall of 2017, the acquisitions unit had begun a study of its Jane Hale ticketing system for e-resource issues and problems. Jane Hale is a not a real person, but rather a persona for a shared email account and workflow used in acquisitions and e-resources management troubleshooting. Prior to the fire, the Jane Hale e-resource ticketing system was staffed with the intention of delivering more timely access to e-resources. The work devoted to improving the e-resources ticketing system yielded many benefits following the fire, not the least being improved internal customer service and processes. The community of vendors, librarians, and patrons demonstrated an outpouring of support and kindness. From this experience, we learned the importance of creating good relationships and fostering a sense of community before access is disrupted. Communication, both internal and external, is also very significant. Disaster response for electronic resources became an effective continuity plan, underscoring the importance of deciding what is essential and how to use communication and other skills to meet the needs of the library community.
Published Version
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