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The Electronic Resources Troubleshooting Guide

THE ELECTRONIC RESOURCES TROUBLESHOOTING GUIDE

Library & Information Science

Education & Professional Development

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B2B GT

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B2B & B2C

<P>A library user can’t access an article. Your log in credentials won’t work. In the realm of electronic resources everything runs smoothly—until suddenly, without warning, it doesn’t. Invariably, systems will break down, but a trial-and-error approach to finding out what’s wrong is highly inefficient. This hands-on guide from two expert ERM librarians walks you through the essentials of troubleshooting. It outlines a methodical process that will help you identify the source of a problem even when it’s not obvious and take steps to reach a resolution. With the goal of developing a library-wide workflow in mind, this guide will teach you how to familiarize yourself with the components of electronic resources, using flowchart diagrams of common access chains such as discovery services, knowledge bases, research guides, and library services platforms; navigate the complete triage and troubleshooting workflow, illustrated through 14 in-depth examples; recognize the symptoms of common access disruptions; conduct efficient troubleshooting interviews; manage help tickets and design problem reports that capture key information without overburdening the user; create publicly available help pages for problems originating with users’ devices or computers; communicate with vendors and IT personnel for speedy resolutions, providing dozens of clear definitions of library and technology terms that will help you minimize confusion; and customize your own troubleshooting workflow chart for common use across departments and staff hierarchies. Acting as a ready reference, this guide will equip you with the knowledge and skills to troubleshoot common ERM problems.</P>

PROFESSIONAL & REFERENCE

Duration

Duration Unit Of Measure

Transaction Type

Front Cover.
Half Title Page.
Other Frontmatter.
Title Page.
About the Authors.
Copyright Page.
Contents.
Preface.
1: Troubleshooting as Problem Solving.
2: The Access Chain.
3: Soliciting Problem Reports.
4: Diagnosing Access Issues.
5: Resolving Access Issues.
6: Common Access Issues and Examples.
7: Troubleshooting Workflows and Training.
8: Proactive Troubleshooting.
Conclusion.
Index.

The Electronic Resources Troubleshooting Guide.css-1p8rvzy{position:absolute;padding-left:8px;}

The Electronic Resources Troubleshooting Guide