Gemini Feedback Tracking
Problem
It has been suggested that a feedback mechanism be made available to users at the title level to streamline the acquisition and management of user feedback regarding collection development, metadata, and technical issues. Gemini Project Issue Tracking software has been in place to track feedback for technical issues associated with the overall BHL portal. Building off the current functionality, the following modifications are proposed as a means to manage the workflow for a variety of issues related to:
- identifying the outstanding volumes within a title that need to be digitized ==> gaps-fills
- correcting bibliographic metadata, pagination issues, out-of-sequence volumes, and other issues commonly addressed through the portal editing process
- downloading PDFs created via the "Select pages to download" function
- QA, typically experienced as pages missing from an item or links to incorrect content
- technical issues
Involved
Chris Freeland | Mike Licthenberg | Grace Costantino | Bianca Lipscomb | Erin Thomas |
Current
 |
| Current BHL Feedback Page |
Proposed Changes
Changes will take place in 3 major areas:
- Providing users with a button on the Bibliographic Information screen for each title that synchronizes any feedback provided with a specific titleID
- Modifying the "Web Site Feedback" form (pictured above) to differentiate between technical and bibliographic issues to facilitate triage
- Modifying the existing categories ("components") associated with the feedback gathered ("issues") to facilitate triage and issue tracking management
- Establishing a system of triage to address feedback received.
Feedback button
Web Site Feedback
Current Site
|
Current Gemini Type ID
|
Modifications
|
Associated Gemini Type ID
|
Who
|
Bug
|
Bug
|
Technical Issues
|
Bug
|
Mike
|
Suggestion
|
Enhancement
|
Suggestion
|
Enhancement
|
Grace.
|
New Feature
|
New Feature
|
Bibliographic Issues
|
Task
|
Grace/Bianca / Erin
|
Components
Component
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Description
|
Who
|
Collections
|
Bucket for all permissions, requests, gap-fills (missing volume) related issues, etc.
|
Grace
|
PDF
|
PDF-related errors
|
Grace
|
Portal Edit
|
Bucket for all diacritic, title/item merging, bib metadata correction, pagination, enum&chron, sequencing issues, etc.
|
Grace
|
Praise
|
Bucket for how BHL rocks! etc.
|
Everyone
|
QA
|
Bucket for scanning related issues including missing pages, OCR problems, light page images, etc.
|
Grace / Mike
|
RSVP
|
Bucket for responding to user feedback re: known issues that are in development for the future, e.g. asian text orientation
|
Grace / Bianca
|
Tech Feedback
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Bucket for web feedback re: technical issues
|
Mike
|
Triage Process
Initial triage of existing records to be performed by Grace Costantino. This process needs to be as efficient as possible where components and individuals are assigned without extensive investigation of the issue reported. Should the issue require the attention of multiple individuals use "Set issue watchers" function.
- Initial triage phase involves assignment of components and individuals responsible for each issue as described above
- Use "Set issue watchers" to assign 2 or more individuals to a given issue
- Individuals responsible for follow up internally (with BHLers if required) and externally (with users)
- Use comments to keep record of progress, notes, etc.
Additional Considerations
- Getting other folks BHLers involved with Feedback process (it would be helpful if they could leave comments)
- Advertising to users to send feedback via new method
- consult with BHLers
- blog post
- Collecting and using praise!
- wiki page that Erin started here
- blog post
When responding to users, the access the BHL gmail here:
https://www.google.com/a/biodiversitylibrary.org/
logon: feedback
pw: P0rt@l
