Communicating E-resource Management Needs to Library Stakeholders: Theory and Praxis

What is it about?

K-State Librarians Christina Geuther and Michelle Turvey-Welch discuss their experience improving the workflow and communication for the library tickets for electronic resource access issues. They refer to communication and conflict management theories as they are applied to this scenario. The Geuther and Turvey-Welch study in this article spanned from Fall 2017 to Spring 2018, only a few months before the Hale Library fire in May 2018. In an upcoming piece by Bailey, Geuther, and Turvey-Welch (2020), it is shown that this ticket communication and workflow study facilitated recovery of electronic collections after the fire.

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Why is it important?

This article is important to understand exchanges between technical and public services, and the trouble-shooter and the patron. Geuther and Turvey-Welch (2019) bring theories to light that aren't typically seen in library literature, but could help in day-to-day communication exchanges.