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Catalog Record Help Desk: BadCat Coming Along Swell

After two months of BadCat going into production, we?re happy to say the project is experiencing success.

If you recall, during the pilot phase (July 21-August 20), Cataloging staff worked on old ?DCU? maintenance requests. During this phase, more than half of these back-logged requests were resolved. The remaining ?DCU? requests are being slowly incorporated into the ongoing current BadCat workflow.

Of the current BadCat workflow, more than 85% of new tickets are resolved within 2-5 days. Waiting for additional information from the ticket submitter is the primary reason other tickets take longer to resolve.

Tips for efficient maintenance requests:

· Use the BadCat form that's linked from the OskiCat Help Portal on the Staff Web homepage.

? do not send maintenance requests to individual catalogers as this will only delay your request.

? Take advantage of using the auto-fill feature via MyOskiCat. See the BadCat FAQ for more details. http://sunsite3.berkeley.edu/wikis/TechServices/index.php?n=Main.EverythingAZ?action=download&upname=BadCatFAQ.pdf

· Respond in a timely fashion when asked for additional information or for material relating to your BadCat request.

· Do not use the BadCat form to request purchase, cataloging, access assistance, or URL correction for electronic resources. These should be submitted to the Eproblem Report Form that's linked from the Staff Web homepage.

BadCat Stats:

Average number of tickets received per week: 27

Number of tickets closed in past 12 weeks: 372

Number of active tickets: 72

How are we doing?

The Catalog Department encourages you to tell us about your experience using BadCat. Please add a comment (or a question) to this posting, or send an email to Lisa Rowlison de Ortiz, lrowliso@library.berkeley.edu

Nov 15, 2010 | Categories: Catalog Department, Operations | lrowliso

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