Changing Support Needs: How to leverage institutional knowledge to facilitate better systems support

As library systems evolve, so do the support structures that sustain them. This session explores how the University of Tennessee Libraries evaluated and implemented a distributed support model for Alma, creating a library-wide support group that draws on subject matter experts across departments. We’ll discuss strategies for taking stock of institutional knowledge, leaning on established documentation, and onboarding new members effectively. Attendees will learn practical approaches for maintaining accurate procedures, assessing documentation needs as systems change, and fostering collaboration to ensure consistent, high-quality support.