Using Perceptions and Preferences from Public Services Staff to Improve Error Reporting and Workflows

Abstract

The ongoing transition from purchasing mostly print materials to electronic resources (e-resources) continues to pose workload challenges in libraries. In response, many libraries have focused on improving workflows to increase efficiency, which provides better service. This paper discusses a project undertaken to tackle one aspect of these challenges, in which data was gathered on how front-line library staff report errors found in the library catalog and discovery layer, and their preferences and perceptions for reporting errors to Collection Services staff. It also identifies improvements that can be made to error reporting, workflows and communication between Collection Services and front-line staff, to create a more service-oriented and efficient working environment in the library.