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Thursday, May 5 • 1:30pm - 2:20pm
Who helps the help desk? Evidence-based troubleshooting support for desk staff

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At any busy library, a range of personalities staff the information desk. While all are eager to help library users, some want to be more involved in hands-on technology support for users than others. The Utah State University Libraries' eResource team is opening the door from the information desk to the know-how behind the scenes, putting just the right amount of troubleshooting help into the hands of desk staff. Learn about how we used ticket-tracking trends, info-desk stats, and website analytics to formulate our support materials, including pages on a new "Quick How-Tos" section on the library homepage, and a step-by-step Google form.

avatar for Jason Folkman

Jason Folkman

Electronic Resources Librarian, Utah State University
avatar for Robert Heaton

Robert Heaton

Collection Management Librarian, Utah State University
Looking for answers: How will we keep paying for all this stuff? How are we going to archive all this digital stuff? How can we align author incentives, the publishing marketplace, and the future of the scholarly record? When will libraries benefit from well-designed free software... Read More →

Rosie Liljenquist

Utah State University

Thursday May 5, 2016 1:30pm - 2:20pm MDT
Stratus 5&6