Dealing with Content issues

Abstract

In 2019 the joint ELUNA/IGeLU Content Working Group conducted a user satisfaction survey so that key customers' opinions and concerns about Content issues could be better understood.
The group was looking for feedback in the form of personal opinions from content operators and managers. Multiple people from within the same organization were invited to share their point of view. People were asked about how they deal with Content issues and how satisfied they are with the Ex Libris Support and working with Salesforce for Content.
Anyone involved in 360 KB, Alma CZ, SFX KB, Primo Central Index or Summon index management was invited to take part in the survey which was open from June 19, 2019 to July 15, 2019. The survey was promoted on the Alma, SFX, Summon and Primo discussion lists, and members of the INUG (IGeLU international User Groups) list were also invited to share the survey link with regional/national user lists.
The survey was composed of five sections:
1. Handling of Salesforce Content cases
2. Escalation Process
3. Reporting Content issues to Ex Libris
4. Publishing to All
5. General Comment