Information Services

Manager: Ellen Meltzer

Information Services is the first line of defense for many CDL programs and services, and an important resource for CDL’s users — including campus librarians, students, faculty, and the general public. On any given day, the Information Services team may answer queries, write FAQs, make sure licensed content resources are up and running, or participate in QA testing. In addition, they make sure to stay in touch with the continuing information needs of the various programs they serve.

Information Services provides direct and indirect support in the following areas:

Feedback support/query analysis:

• Responds to daily Helpdesk queries for Calisphere, OAC, and other digital special collections
• Provides user feedback and analysis of queries for various CDL programs and services
• Functional quality assurance testing for some products
• Participates in Melvyl Operations, UC-eLinks, and Metasearch teams

Education/outreach:

• Publicizes projects to frontline library staff at the campuses selected California institutions (via Users Council)
• Coordinates CDLINFO, CDLALERT and CDLINSTRUCT
• Creates CDL informational flyers, FAQs, and user guides, and hosts CDL’s instructional materials web page

Online licensed content:

• Manages CDL Helpdesk
• Manages the Footprints ticket tracking software
• Responsible for sending CDLALERTS regarding online resource issues
• Serves on CDL committees that monitor UC databases and ejournals, conduct ongoing evaluation of products
• Supports database administration