Case Western Reserve E-Reserves Challenge

摘要

For Karen Oye, service is all about delivering on the library's brand promise of great service experiences. She saw the old library e-reserves system as "a big black hole." Faculty couldn't see the status information of what they had placed on reserve. Students couldn't easily find class readings and if the item was "in process" they had no reliable information about it. Staff had to manually track rush orders from other library departments. The bottom line: for staff, users, and management alike, reserves had a pain point of perpetual unease that almost always was due to lack of detailed status information-plus the time it might take to find and fix the information.