NCompass Live - Dec. 28,2022. http://nlc.nebraska.gov/NCompassLive/ Special monthly episodes of NCompass Live! Join the NLC’s Technology Innovation Librarian, Amanda Sweet, as she guides us through the world of library-related Pretty Sweet Tech. Come to this session to learn how (and why) to set up a SpringShare LibAnswers Queue to manage all technology-related problems in your library. I will share our experience in setting up and using our "LibTech" queue to track issues pertaining to the library website, library services platform, and hardware/software in the library. Presenter: Bobbi-Jean Ludwig, Coordinator of Library Technology Services & E-Resources Librarian, Calvin T. Ryan Library - University of Nebraska - Kearney.

1. Managing Technology
Problems
USING SPRINGSHARE LIBANSWERS AS A TICKETING SYSTEM
Bobbi-Jean Ludwig, MLIS
NCompass Live - December 2022

2. Background
Calvin T Ryan Library serves all University of Nebraska at Kearney students, faculty, and staff –
in person and online.
UNK is the smaller, regional university of the Nebraska system - 4,824 FTE for 2021
Library total staff = 23
Library Faculty – 8
Managerial Professional – 7
Office Staff - 8
Coordinator for Library Technology Services – supervise 3 full time staff
Workstation Support Specialist (hardware/software in the library, conduit to campus IT)
Web Services Manager (library website, Primo UI, LibGuides, Social Media/Marketing)
Information Systems Support Specialist (LSP-(Alma/Primo), analytics, electronic resources support, etc.)

3. History
As soon as I started in 2017, was asked by Workstation Support Specialist if we could
implement a ticketing system to help manage technology issues
Began investigating using SpringShare LibAnswers, attended ER&L session on using it for e-
resources troubleshooting
Then….got sidetracked by major project – ILS RFP and migration
That project made it even more important to have some way to track issues
We wanted something that would allow us to:
Track technology problems with computers, printers, etc.
Website updates or problems
Issues staff had with our new LSP (Alma) and Discovery (Primo)

4. Two options to consider
SPRINGSHARE LIBANSWERS QUEUE
PRO: Could control how we set it up
PRO: Already familiar with SpringShare
PRO: Ability to transfer tickets from Reference Queue
PRO: Analytics, how many tickets/what types of
problems, etc.
CON: Would need to set it up
CON: Additional cost
USING CAMPUS IT TICKETING SYSTEM
PRO: Easier to elevate tickets to Campus IT if needed
PRO: Some structure already in place
PRO: No additional cost
CON: Lose some control over management
CON: Harder to get analytics
CON: System is complicated and only one of our Tech
Team staff members familiar with it
UNKNOWN FOR BOTH: Would we get buy-in from staff as they’d have to use our submission form when
reporting ALL problems

5. Logistics
SpringShare – needed to add a second Queue. Cost was reasonable
Library – needed to set up the question form, analytics, etc.
Routing – one major decision we made was to use routing
Depending on what “problem” area is chosen, the notification goes to a specific staff member
As supervisor, copied on all replies, and monitor system overall
Let’s take a look at a few screenshots….

7.  Opted to keep form simple
 Ability to add files/screenshots
 First question controls the routing

8. Wrap-up
Link to question form - https://answers.library.unk.edu/form.php?queue_id=3010
Began using September 1, 2021 (approximately 296 tickets from then until Dec 28, 2022)
So far, positive comments from Tech Team staff –
Easier to keep track of issues
Issues don’t get lost in email/inbox
As supervisor, can monitor types of problems coming into our department
Staff seem to have adjusted to the form, will get formal feedback soon
Our implementation is straightforward – SpringShare offers many options
Can set up and customize email templates
Ability to send follow-up “Rating” email
Opt out of routing, can have everything sent to specific email
SMS option
Could use this for public as well – we chose to limit this to staff at this time
Analytics could really be helpful for larger institutions

9. Thank you!
NCompass Live
2022
Bobbi-Jean Ludwig,
MLIS
ludwigbj@unk.edu