Reporting errors via SFX

Our SFX knowledge base is finally getting in tip top condition. Regretfully, when we exported data from our previous link resolver the dates of coverage and subscriptions where not satisfactory. We've solved many problems by running coverage reports from vendors against data in the SFX KB.

We've relied on librarian searches and patron inquiries to inform us of any irregularities that are still present in our knowledge base.

Initial thinking led us to believe that the link present in SFX would be used by patrons that needed help finding research articles. This research link only led to a handful of email requests over the first two years SFX was in place. Reviewing Wakimoto, et al's "The Myths and Realities of SFX in Academic Libraries" led to me to rethink how patrons perceive SFX. Wakimoto found that patrons only want to use a link resolver to get Full Text so that they can easily fulfill their research requirements. We had relied on patrons to either email us with KB problems or passed on from the Reference or Interlibrary Loan staff.

With a slight change in language and changing an email link

has led to an influx in inquiries about dates of coverage and subscription levels, as well as eased my trouble shooting due to email including metadata from the SFX popup the email originated from.