Managing Primo problems with optimal user experience in mind.

Abstract

Williams Libraries recently developed a system for users to report problems they included while using the library catalog (Primo). Building on a method created by the Orbis Cascade Alliance, we built a Google form that allows users to report problems connecting to full text (or any other issue) and automatically includes the permalink in their response. We soon realized that we could improve the user experience by automatically forwarding these reports into our Ask a Librarian email service (LibAnswers) so we could offer alternative solutions while we worked on fixing the initial issue. The presentation will include an explanation of the process, reactions from public service staff, methods for managing the problems once submitted, and code shared on GitHub for those interested in implementing the tool at their own library.