The messages are set up through FLVC to go directly to one designated contact per institution. A new contact can be designated and submitted to FLVC through the help desk (help@flvc.org).
Currently, these messages are received by Ethan Fenichel (fenichele@fau.edu)
As of 1/25/2018, we have requested that these messages will go to eResources@fau.edu.
Problem 1: Missing from shelf but showing as available for checkout.
Action 1: These messages are routed to Head of Access Services, Steven Mathew (matthew@fau.edu) and copied to Renata Johnson (rjohns11@fau.edu), Ali (Badara) Taal (TAAL@fau.edu), and Matthew Perez (mpere109@fau.edu)
Problem 2: Record is missing call number
Action 2: These are usually stray provisional records that should have been deleted, suppressed or overlaid. These messages are sent to Administrator of Technical Operations, Darleen Croteau (croteau@fau.edu) who takes appropriate action.
Problem 3: Record has a broken link or does not resolve accurately.
Action 3: These are reviewed and resolved by E-Resources (eresources@fau.edu). If the issue turns out to be a problem with the Aleph record (the catalog), the issue will be routed to the appropriate party from there.
Problem 4: User denied access due to too many simultaneous users
Action 4: There is no corrective action that can be taken for these books. They will be triaged by Teo Doras and then forwarded to Maris Hayashi, Head, Collection Development (mhayashi@fau.edu) so that selectors can be informed of the demand for the title.
We receive problem reports 1 or 2 times per week but often weeks can pass without any reports.
When someone using FAU's local instance of Mango, the State University Library discovery system, they have the option to report a problem with a catalog record. Once they click report a problem, they're given the opportunity to describe the problem and then also to provide a description of the problem. The user can also leave both fields blank and report the problem without further description.