DISCOVERY VISION: We strive to design and implement the best possible discovery and delivery experience for our end users using data-driven decision making. We envision a network zone experience that will allow users to discover library materials across UC collections without sacrificing relevant results. As such, the default search and results interface should prioritize the success of typical users while providing additional functionality for more advanced users.
UCSB: added in many/all the places; had multiple librarians checking form emails; A LOT of traffic at first
UCR has this embedded in links, report a problem; links to external form (not sure about use, esp. now since Ask Us is also embedded- all traffic goes through Ask Us)
Sarah comment- do patrons want to email and wait or chat and get help immediately?
UCI- “too many” places to get help (can be confusing); received tons of email questions; did level off; now directed to chat widget
where it goes and what to call it?
ways to systematically handle feedback?
UCD- links to a ticketing system, checked by about 6 people; some links to a generic help site
Distinction between report a problem and help links? No- generalized help
Sometimes (rarely) receive reference questions vs. access questions/help
UCSC
do not differentiate between “kinds” of help
only help point goes to chat (when available) or email (when chat unavailable)
Initially had separate Primo queue but now just have Alma queue for internal users
VPN authentication should not determine what help options are available
Databases typically (not true for all) will link out to top level, local help pages; also use help link in UC eLinks menu
need to address location as well
local configurations will determine if an intermediary page displays
Group managing Ask Us service may be responsible for harmonizing branding
Avoid providing too many options
Prefer to have standardized/ harmonized language
know what help links are called, and where it/they will live
UCB Testing Worksheet notes available in our Google Drive (Discovery FG > Functionality Testing folder) are a very useful resource to refer to during this next test phase.
Follow up from last week but w/ more targeted dates
(see below for Homework details)
Added extra level of priority (“V”- must be in place for Test Load)
Discuss workbook contents at next Discover Mtg (2/23)
Have recommendations ready to show to PPC (2/26)
By first week of March-
1Discovery Discovery FG will have our first set of recommendations to local discovery teams that offer:
Configurations to test for harmonization
A list of things that campuses should feel free to try configuring as they like. Meanwhile, Discovery FG will be testing out and working towards offering a list of suggested configurations that campuses can consider using if they wish before cutover
All: Fill in relevant subgroup details in workbook sheets by Feb 18th
5
Homework
Prepares team for next meeting
All
Suggestion:
Have the PPC’s MVP sheet open simultaneously while reviewing the workbook documents to keep an eye on parallel information to help guide ranking importance of items to prioritize