Consider the following situation description and write a use case narrative (in a fully dressed use case format with at least three extensions that are compatible with the previously provided description). In addition, please draft a use case diagram that presents the use case of interest in the context of the system as a whole. A university library provides research support to a large number of scholars (both faculty and doctoral students) through its reference department. The library sees this role as critical for its mission of advancing the creation of new knowledge. Therefore, they want to use information
PE 8-2. Consider the following situation description and write a use case narrative (in a fully dressed use case format with at least three extensions that are compatible with the previously provided description). In addition, please draft a use case diagram that presents the use case of interest in the context of the system as a whole.
A university library provides research support to a large number of scholars (both faculty and doctoral students) through its reference department. The library sees this role as critical for its mission of advancing the creation of new knowledge. Therefore, they want to use information technology as effectively as possible to increase their ability to provide high-quality customer support for the faculty members, other researchers, and graduate students at the university. They’d like to maintain a detailed record of all the support requests that the reference desk receives and provide the researchers with the information they need as quickly and as accurately as possible. A consultation between a faculty member and a reference librarian forms the core of the service process, but the reference librarian is actually using the system to keep records of the interactions.
In a typical case, a researcher contacts a librarian either on the phone or in person. Immediately, once the librarian can identify the researcher, she wants to be able to see a record of the most recent prior interactions with this researcher. During the conversation with the researcher, the librarian asks questions about the current need for information and captures that in the support system. Sometimes the librarian can provide a response immediately, whereas at other times, the researcher and the librarian agree that the librarian will need to do independent work, which is sometimes extensive, to provide the researcher with the necessary information. The system should be able to support both cases, allowing for the reference librarian to enter her response to the researcher into the system and then use the system’s capabilities to email the response to the researcher. It is, however, more typical that the reference librarian is able to help the researcher immediately. During a typical conversation with a researcher, the librarian captures information with the system multiple times. In addition to the information needs and key ideas regarding the responses, the librarian will also record the key sources that she used in the information search process. At the end of the session, the system will ask the librarian to capture a summary. It is possible that the researcher will get back to the reference librarian to ask follow-up question(s) based on the results they receive. If this happens, the follow-up process should be recorded in the same way as the initial search was done."
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