RE: Call tracking info

["West, Barbara - HPL" <Barbara.West@xxxxxxxxxx>]

This is almost exactly how we handle tracking at HALAN, which is a smaller 
consortium of 8 libraries.  We also use Access to manage the data, and I 
monitor CSDirect several times a week.

Our webmaster designed a user-friendly web interface which he placed on our 
departmental intranet.  I upload data at least once a day.  HALAN staff can 
search the database for keywords, date opened or closed, the current III 
contact person, etc. without having to learn Access.  There is also a mailto

link so they can send me updated information or corrections right there.

If anyone opens a call by phone, I have asked that they immediately send me
details
by e-mail.  This helps keep the database current and ensures that they note
the basic
information while it's still fresh in their minds.

The database we keep has been extremely helpful for tracking the progress of

specific calls and for determining statistical information such as turnover
time.

-----Original Message-----
From: Michele M. Morgan [mailto:mmorgan@xxxxxxxxxx]
Sent: Tuesday, April 16, 2002 1:27 PM
To: innopac@xxxxxxxxxx
Subject: Re: Call tracking info


We serve as a "helpdesk" for our consortium of 27 libraries and maintain
an Access Database of all our calls.  The database stores the date the
call was opened, the library that reported the problem, the contact
person, a category (Milcirc, Guicat, Webcat, etc.), and all
correspondence regarding the call.

We also open nearly all of our calls via email.  Our initial email is
pasted into the database as well as any replies and updates received
from III.  We have often found the keyword search utilities in Access
invaluable.

Many times new software releases have brought back old problems, and it
is invaluable to be able to go back to the Helpdesk with the full
information on the call and the call tracking number.

almag wrote:
> 
> Looking for a sense from users as to how they are using the current call
> tracking information available on CSDirect.  I have found that the
> information often times is limited, something along the lines of "Please
> email the staff person indicated above for more detailed information
> about this call."
> 
> I do like the ability to send email to the person assigned to the call,
> but find that the information in the call is never enough for me to
> remember what the specifics of the call were.  How are other, more
> seasoned III user using this system, or are you maintaining addition
> documentation at your site about the calls?
> --
> Alma García                     Library Systems Administrator
> Mills College Library           510-430-2021
> 5000 MacArthur Blvd             510-430-3155 fax
> Oakland, CA  94613
> --
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-- 
Michele Morgan, Technical Assistant
North of Boston Library Exchange, Danvers Massachusetts
mmorgan@xxxxxxxxxx
Ph: 978-777-8844
Fax: 978-750-8472
--
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