The document discusses how NCSU Libraries implemented an electronic resource management system (ERMS) called CORAL to improve their monograph firm order workflow. Some benefits of using the ERMS included having a single point of entry for orders, staff receiving personal queues of orders, and automated email alerts. Potential pitfalls were needing to train staff and adding another system to the workflow. Next steps discussed expanding its use and allowing direct entry of orders by selectors. The implementation involved training staff and soliciting feedback to identify enhancements. The new workflow incorporated both print and electronic orders and routed all requests to a unit manager for assignment in CORAL.

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
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
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
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