Using an Enterprise-Level Issue Tracking System to Deliver Email Reference
The University of Guelph Library has been offering email reference service for more than 16 years. This service has evolved as new technologies emerged. Less than a year ago, we went through the process of switching to an enterprise-level issue tracking system, often used to track IT support requests, to help us deliver a more consistent and user-friendly email reference service. Come hear about the challenges and benefits we've experienced as we've moved this service into this new platform.