[Web4lib] patrons reporting website problems

[Amy Fry]

We are working on a button or link that will open a form patrons can 
fill out to submit a problem to a committee of library technology help 
folks. The form submits an e mail and logs the person's IP address, 
browser, and url of last web page visited, as well as the information 
they fill out in the form, including a note about their problem. We're 
going to embed the link/button in all library web page templates to give 
people a shortcut to reporting technical problems, such as databases not 
working, full text linking not working or incorrect, problems placing 
ILL requests or accessing databases remotely, or if they encounter 
broken links on our website, etc.

We are wondering if other libraries have implemented this kind of help 
mechanism and, if so, how it's working and, especially - what should we 
call the button/link? "Report a problem" is too generic, but it has to 
be short, and we can certainly include explanatory text in the 
form...Any suggestions?

Thanks,

Amy

-- 
Amy Fry
Academic Librarian-Electronic Resources
Gustavus Adolphus College
Folke Bernadotte Memorial Library
800 W. College Ave.
St. Peter, MN 56082
phone: 507.933.7631
fax: 507.933.6292
afry at gac.edu
http://homepages.gac.edu/~afry/HOME.htm