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HathiTrust User Support charge

Through its contact emails and public interfaces, HathiTrust routinely receives end-user questions and feedback related to its content and services. These include inquiries relating to

  • Cataloging problems
  • Collection development
  • Content Quality
  • Deposit of new content
  • Re-use of content and linking
  • Partnership
  • Copyright and access
  • Bibliographic and full-text search
  • Shibboleth and login 
  • Access to datasets
  • Feature requests and problem reports

In order to efficiently and effectively serve the needs of users, and ensure the highest level of function of HathiTrust services, HathiTrust has charged a multi-institution user support team.

HathiTrust User Support:

  • Responds to and ensures ultimate resolution of user inquiries that are received through HathiTrust web interfaces and the HathiTrust contact address. This work is accomplished through the use of a common issue-tracking system.
  • Responds to users directly and mediates resolution of problems and issues with contacts at partner institutions where necessary. Initial responses to inquiries are sent within one business day of receipt and resolved as soon as possible thereafter.
  • Works closely with other working groups and committees to direct feedback on particular HathiTrust activities, interfaces, and work products (e.g., interfaces, webinars, press releases, etc.) to the appropriate channels.

Membership

Includes a chair and staff from a variety of partner institutions with expertise in reference, technical services, copyright, collections, and other primary areas of user feedback. Most of work of the group will be conducted by email with conference calls scheduled as needed. Members must be professional, representing HathiTrust appropriately to users. Members must be willing and able to respond quickly, and at times immediately, to user inquiries and messages from other working group members. Members must also be diligent about pursuing issues to a conclusion, realizing that some issues may take several weeks or even months to resolve.

Leadership of HathiTrust User Support

Lead Chair: Val Waldron (HathiTrust) 

HathiTrust User Support is broken into 3 subgroups that focus on specific workflows. Each subgroup has its own chair. In addition, a HathiTrust staff member coordinates and manages the three groups and overall work of User Support. 

Bibliographic Corrections Group Members:

Chair: Graham Dethmers (HathiTrust)

  • Elizabeth Miraglia (University of California, San Diego)
  • Leigh Billings (University of Michigan)
  • Rebecca Culbertson (University of California, San Diego)
  • Colleen Fedewa (Case Western Reserve University)
  • Craig Keeney (University of South Carolina)
  • Lisa Nachreiner (University of Wisconsin-Madison)
  • Tamara Monster (McMaster University)
  • Earline Antosch (The Ohio State University)
  • Chad Deets (Arizona State University Library)
  • Brandon Katzir (Oklahoma State University)

General Support Group Members:

Chair: Val Waldron (HathiTrust)

  • Terri Artemchik (Loyola University Chicago) 
  • Connie Fleischer (University of Chicago)
  • Fred Rascoe (Georgia Institute of Technology)
  • Chad Pearson (Texas A&M University)
  • Lynne Serviss (McMaster University)
  • Maggie Halterman-Dess (University of Iowa)
  • Brenda-Lee Kahler (University of Manitoba)
  • Norman Howe (University of Manitoba)

Digital Objects Quality Corrections Group Members:

Co-Chairs: Lynn Bostwick (Texas State University) & Sarah Cairns (McMaster University Library)

  • Mira Basara (Cornell University)
  • Emily Holmes (Columbia University)
  • Jackson Huang (University of Michigan)
  • Nicholas Wolf (New York Univeresity)
  • Melde Rutledge (Wake Forest University)

Reporting

Reports to the Executive Director, who in turn coordinates with the HathiTrust Board of Governors.

Term

Members are appointed for a minimum 1-year term, with the option to continue.