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EBSCO New User Interface

Background

In January 2024, eHLbc became aware of concerns raised by some eHLbc members around the new EBSCO user interface (UI) for EBSCOhost and EBSCO Discovery Service (EDS). Several health authority librarians wrote a letter addressing these concerns and initiated conversations with EBSCO. Many of these concerns were around functionalities of the new UI and vendor communication around the transition to the new interface.

Approach

To support the membership through this change, eHLbc acted as a centralized communication and information hub, collating feedback and amplifying member voices as needed. This approach aimed to streamline the process for members and resolve issues more efficiently.

In collaboration with BC ELN, eHLbc took the following steps to respond to the situation:

  • Met with EBSCO directly, and attended a meeting between EBSCO and the health authority members to discuss a specific list of concerns generated by health authority librarians. (January/February 2024)
  • Reached out to BC ELN and eHLbc membership to request feedback or concerns, which were compiled into an EBSCO UI Issues spreadsheet. Members’ consolidated feedback was then shared with EBSCO with a request to update each item with a status and an expected completion date. (April/May 2024)
  • Organized and facilitated a joint BC ELN/eHLbc EBSCO UI watercooler session on June 17, 2024. The virtual session was an opportunity for members to share their perspectives and informally discuss feedback, issues, and workarounds with the new UI in both EBSCOhost and EDS.
  • Shared with BC ELN and eHLbc membership an updated version of the EBSCO UI Issues spreadsheet with EBSCO’s responses. (June 2024)
  • Shared with BC ELN and eHLbc membership an updated version of the EBSCO UI Issues spreadsheet with EBSCO’s responses to unanswered questions (February 2025)

Outcomes

EBSCO has confirmed that the new UI is not yet at its final stage and requires further development, as outlined in their development roadmap. They will continue to offer training as needed, either on an individual basis or in groups, and provide access to the new UI via a sandbox/staging environment.

EBSCO has reassured us that members will not be forced to switch to the new UI without addressing outstanding concerns. All members have the option to transition to the new EBSCOhost or EDS UI now, or to delay as desired no later than summer 2025. Please contact EBSCO directly if you wish to delay your transition date.

EBSCO has provided answers and commentary on the list of feedback provided by BC ELN and eHLbc members (recent updates in red). The 2024 spreadsheet with EBSCO's responses, updated in mid-August 2024, shows that of the now 76 issues/questions raised:

  • 32% have been resolved or answered 
  • 17% will be completed throughout the development roadmap
  • 15% have been added to existing enhancement requests or will be added upon request of the submitting member
  • 29% are not part of the current roadmap, but may be considered for future development
  • 5% require more information from the submitting members
  • 1% has been confirmed as not possible by EBSCO

2025 UPDATE: 

EBSCO has updated the EBSCO UI Issues Spreadsheet in February 2025, with the following:

  • 51% have been resolved or answered 
  • 5% will be completed throughout the development roadmap
  • 16% have been added to existing enhancement requests or will be added upon request of the submitting member
  • 21% are not part of the current roadmap, but may be considered for future development
  • 5% require more information from the submitting members
  • 1% has been confirmed as not possible by EBSCO

EBSCO’s response demonstrates that while there is still work to be completed on the UI issues, they are taking the issues raised seriously and are committed to addressing member concerns.

More Information

EBSCO has provided resources with more information about the new UI:

Access to a sandbox/staging environment for testing the new UI is available. For setup, please reach out directly to your EBSCO representative:

If you have questions or additional feedback to share that is not captured in the updated feedback spreadsheet, please contact Reba Ouimet, rebao@bceln.ca