Document (#37147)

Author

Albrecht, R.

Title

Benutzersupport via Chat : Ein Praxis- und Erfahrungsbericht der HeBIS-Verbundzentrale

Source

Bibliotheksdienst. 46(2012) H.5, S.416-424

Year

2012

Series

Themen

Abstract

Benutzersupport gehört zu den klassischen Aufgabenfeldern einer Verbundzentrale - allerdings meint der Begriff "Benutzer" in diesem Fall meist eher Bibliothekare, die die von der Verbundzentrale angebotenen Dienstleistungen zur Unterstützung ihrer lokalen Geschäftsgänge nutzen. Seit Ende des letzten Jahrtausends sind die Verbünde aber mit der Entwicklung neuer Nachweis- und Rechercheinstrumente und der flächendeckenden Einführung der (verbundübergreifenden) Online-Fernleihe auch in das direkte Geschäft mit dem Endkunden eingestiegen. Daraus resultiert, dass auch der klassische "Benutzer" Hilfe und Unterstützung bei der Verbundzentrale als Anbieter von Dienstleistungen nachfragt. Allein schon der Dschungel an Nachweisoberflächen - VerbundOPAC, Verbundportal, OLC-Bestände, Spezialbibliografien, Datenbanken, lokaler OPAC usw. - stellt für ihn insofern eine Herausforderung dar, als ihm meistens gar nicht klar ist, für welche Recherche welches Produkt eingesetzt werden sollte. Nicht von ungefähr kommt der Ruf der Benutzer nach einer einfachen, Google-ähnlichen Suchei (wenn sie nicht ohnehin gleich zu der Suchmaschine gehen und dort ihr Recherche-Glück versuchen!). Aber selbst, wenn der Benutzer die für ihn "richtige" Oberfläche gewählt hat, scheitert er noch oft genug an der Recherche selbst oder aber an der Frage, wie er an die gefundenen und für ihn interessanten Ressourcen herankommt und sie sich beschaffen kann. Die HeBIS-Verbundzentrale stellt sich seit Jahren aktiv den Problemen der Nutzer ihrer Dienstleistungen, indem sie in allen von ihr angebotenen Oberflächen eine Kontaktaufnahme anbietet. Standard ist die Angabe einer E-Mail-Adresse, unter der Support angefordert werden kann. Im HeBIS-Portal steht ein Anfrage-Formular zur Verfügung, bei dessen Versand automatisch Angaben zur durchgeführten Recherche mit übermittelt werden, um den Support zielgerichtet gestalten zu können. Obwohl nicht ausdrücklich angeboten, suchen einige Benutzer aber auch den telefonischen Kontakt und damit den direkten Dialog mit der Verbundzentrale; die Telefonnummern der Mitarbeiter und ihre Zuständigkeiten sind dem WWW-Angebot der Verbundzentrale zu entnehmen. In einem Kalenderjahr kommen auf diese Weise einige hundert Benutzeranfragen an die Verbundzentrale zusammen.

Theme

Informationsdienstleistungen

Object

HeBIS

Location

D
Hessen

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