Tools, Techniques, and Training: Results of an E-Resources Troubleshooting Survey

Abstract

A primary role of any e-resources librarian or staff is troubleshooting electronic resources (e-resources). While much progress has been made in many areas of e-resources management (ERM) to understand the ERM lifecycle and to manage workflows, troubleshooting access remains a challenge. This collaborative study is the result of the well-received 2013 survey examining workflows from libraries large and small, with e-resources staffing ranging from one person to large consortial arrangements. The authors summarize the technological tools and products, the techniques, and the training methods libraries use to manage troubleshooting for electronic resources.

KEYWORDS:

• Technology
• systems
• workflow
• troubleshooting
• training
• electronic resources
• reference
• academic libraries
• help desk