Article
Untangling the Jungle of E-Journal Access Issues Using CRM Software
Library Collections, Acquisitions and Technical Services
(2006)
Abstract
Librarians have been struggling for years with the variety of issues arising while troubleshooting access to electronic journals. This article outlines the advantages and disadvantages of using a Customer Relations Management (CRM) software, originally designed for a call center, to communicate with patrons and track access issues. Utilizing the email software used by the Reference Department at the University of South Florida, we assign incidents, correspond with patrons and staff, write internal notes, maintain transactions, and pull statistics. Hopefully, library vendors will develop software oriented to the needs of libraries to assist in managing access problems for e-journals.
Keywords
- e-journal access issues,
- CRM,
- customer relations management software
Disciplines
Publication Date
December, 2006
Publisher Statement
Formatted version available at http://dx.doi.org/10.1016/j.lcats.2006.10.002
Citation Information
Carol Ann Borchert. "Untangling the Jungle of E-Journal Access Issues Using CRM Software" Library Collections, Acquisitions and Technical Services Vol. 30 (2006) Available at: http://works.bepress.com/carol_ann_borchert/7/