Flattening the curve of RDM support requests: Triaging with REDCap

Dr Cameron Fong1, Dr Adele Haythornthwaite1

1University Of Sydney, Sydney, Australia


Requests for Research Data Management (RDM) support have outstripped the staff available due to the combination of a rapid and massive shift to online research, data collection, and the need for digital data management caused by Covid-19, and reduced staffing.


We identified and implemented changes to our workflows to improve efficiency whilst maintaining a high-level of support for researchers and prevent overwhelming staff. An agile approach required the implementation of a flexible and modular system that evolves with the situation.


We examined our service logs to identify support areas that could be more efficient. Available platforms and systems were examined to access suitability and compatibility with existing systems. We devised a REDCap survey using branching logic to offer links to existing resources on the University website and knowledge base, with the option to go to Microsoft Bookings to book a consultation with a Research Data Consultant. An email ‘action’ redirects queries to the REDCap triage survey, further reduces email interactions that can be solved through self-service.


Implementing a carefully designed triage and booking service led to significant reductions in the number of email interactions, with positive feedback from researchers indicate this system is easy to use, convenient, and helpful. Consultations are booked into discrete blocks, allowing much better time management. Reclaimed time has been spent further improving resources, planning and providing more training, and directly supporting researchers with higher level enquiries.


Bio to come

ORCID – https://orcid.org/0000-0002-4558-3700


Oct 14 2021


12:20 pm - 12:40 pm

Local Time

  • Timezone: America/New_York
  • Date: Oct 13 2021
  • Time: 9:20 pm - 9:40 pm