2017-03-17 RM Meeting notes

• Kristin Martin demonstrated how to take minutes in the wiki
• Switching from WebEx to Zoom meeting which OLE has subscribed to for our meetings now. Updated call-in information will be posted to the RM wiki and you should also be receiving an invitation from Holly Mistlebauer.
• Holly Mistlebauer and Kristin Martin can help with any issues with accessing OLE/FOLIO Google Drive folders and files.

• List of participants has been updated
• Eric Hartnett will be convening the first meeting soon

Order and Material Types: https://docs.google.com/document/d/18nnVgPOZgOoQCn3XdHG5aQdbWN3oh-wap9uQMzW13G0/edit

Update on where we are and who will finalize this document

• Updated Order and Material Types document: https://docs.google.com/a/uchicago.edu/document/d/1SaRD3OuF7u6YgRuZzuTW7Y3Ru-dlDjyaooUcDh-PFj8/edit?usp=sharing
• May need to add information about DDA STL programs – @Bill Verner will locate documentation from Duke’s previous program
• Orders need to be able to be attached to more than one record type – e.g. packages, platforms, etc.
• @All – review revised document for next week
• Discussion of what we should hardcode and what we should leave flexible/open for customization at each library (specifically with order status)

• Subgroup discussed what they like and dislike about current ticketing systems
  • Ticketing system must complement rather than interfere with or be apart from communication via email – most important part is to be able to track issues/problems but current systems are clunky to use
• Overview of CRM market – dozens available and no consistency about what is being used across different institutions / libraries
• Integration with other systems – e.g. Outlook and Gmail (email integration is key)
• Export options for data
  • Anonymize for sharing?
• Vision: lightweight system integrated into FOLIO where it could be integrated into an outside system (e.g. a true CRM) but that libraries who don’t need a more complex solution can use if they wish
• Need ability to notify to patrons of resource/platform problems in public interfaces (and staff in library interfaces)  – especially about downtime for specific resources / platforms

• Email integration does overlap with CRM considerations
• Kristen Wilson went over a few different examples of other systems that have email integration:
  • Trello
  • Blackboard integration of email – email client within system – could be useful but needs to be synced with primary email client inbox as well as within system
  • Clio plugin for Google Chrome – ability to file emails in a different system without having to leave email client
• FOLIO needs good internal searching
• Best bet is to save all of our emails and have a good searching function so we don’t need to presort emails/identify them later for storage – need to be able to flag/star important conversations to sort out the wheat from the chaff