Multiple Personality Disorder: Service Migrations and Perspective
I should have more sympathy for my campus's migration to Banner, which was finalized (mostly) in August. I should, particularly since I'm part of the ILS migration to WMS here at the library, and I know that bugs can be surprising, data can be unmungeable in teh short term, and that errors in migration occur. But I do not have much sympathy. This made me feel like a shabby person, so I am trying to tease out why. My reasons:
User Disruption. The Library has been very careful to keep our old systems up and running with no interruption while we test the new system. Yes, you can test our sexy new WorldCat Local install, but there are big red letters over it saying that the availability info is only available and up to date in our current catalog (which most of our users are accustomed to). We haven't jacked up any accounts, we haven't fiddled with anything for the user, because we are busy kicking the crap out of the tires before we set it loose on our users. While I'm sure the Records office and campus IT did the same, looks like there are a few important bugs that weren't fixed before going live for this (the second!) round of class registration.
This was a nifty kick in the pants for me today - as I get bogged down in details of WMS and how our data is displaying or not, and what is functional or not, my users are not going to be interested in the pieces that work. They will be interested in whether it does what it is supposed to do - in its entirety! - so they get the service they need and can move along.
I am consciously trying to be more generous about the campus migration (even though they had multiples new staff lines funded and added to the system for the project and spent kazillions, while we are making due with static budget. Ahem). I am. I try to will wait patiently for the fix that will get me into my classes for that doctorate I'm working on. I will try to make my user-self as sympathetic as my backend-self.
But I can't make any promises. As a user, I expect the same sort of excellent (fast, efficient, friendly) service provided to me as I and my staff provide when we're on the other side of the desk. I'm spoiled.