Untangling the Jungle of E-journal Access Issues Using CRM Software
Document Type
Article
Publication Date
2006
Digital Object Identifier (DOI)
https://doi.org/10.1080/14649055.2006.10766130
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 e-mail 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.
Was this content written or created while at USF?
Yes
Citation / Publisher Attribution
Library Collections, Acquisitions, and Technical Services, v. 30, issue 3-4, p. 224-237
Scholar Commons Citation
Borchert, Carol Ann, "Untangling the Jungle of E-journal Access Issues Using CRM Software" (2006). Tampa Library Faculty and Staff Publications. 51.
https://digitalcommons.usf.edu/tlib_facpub/51
