Poster session at the 2014 Charleston Conference, presented by Benjamin Heet, NC State University

1. Christee Pascale, Associate Head,
Acquisitions & Discovery, NCSU Libraries
Ben Heet, TRLN Program Officer, Triangle
Research Libraries Network
Outcomes:
Benefits: Using an ERMS improved
the workflow in several ways
- Single point of entry for all non-
Gobi orders
- Staff receive personal queue of
waiting orders
- Automated email alerts
- Single point of investigation when
tracking orders
- Standard format for order
requests
- All identified workflow weaknesses
fixed
- Comprehensive oversight for all
non-Gobi orders at all stages of
the workflow
- Overall transparency of process
Pitfalls: Using an ERMS did include
some hurdles
- Need to train staff on new system
- Adding another system to the
workflow
- ERMS designed for other purposes
and required a creative
approach for monograph use
- Additional work required of the
unit manager to route requests
into the system
Next Steps:
- Identify enhancements for future
development
- Prepare for shared use by both
serials and monograph units
- Direct entry of order requests into
system by selectors
New Workflow:
Incorporates both print and
electronic; both basic and priority
orders
- Order requests from all sources
routed to unit manager
- Requests transposed into coral
and assigned to staff
- Staff member receives email alert
and request enters personal
queue
- Staff member processes order
and marks completed workflow
steps in coral
- Staff member adds order to ILS
- Unit manager periodically reviews
open and completed orders
Implementation:
CORAL: Installed software and
began short term pilot
- Group and individual staff training
- Monitor process and staff use of
system
- Solicit feedback and identify
enhancements
Problems & Background:
The Problem: Firm order requests
starting outside Gobi are difficult to
manage and track.
- Order requests received via
multiple avenues and formats
- Selectors lack ability to look up
order status at given moment
- Paper & emailed order requests
are easily lost or misplaced
- Missed patron holds, failed
communication back to patrons
- Failed ebook activations, lack of
patron access
- Difficult for unit manager to
review open/problematic orders
Workflow Analysis: Evaluated our
acquisitions process for both print
and electronic materials
- Evaluated process from point of
order intake to resource delivery
- Identified points of weakness
with current system and tools
- Compared and contrasted
serials and monograph order
workflows
Exploration: Considered and
evaluated different system options
- Other university-wide ticketing
systems; JIRA and Remedy
- Google forms with Drive
spreadsheet for data storage
- CORAL electronic resource
management system
Using an ERMS to Facilitate the
Monograph Firm Order Workflow