Troubleshooting Electronic Resource Problems

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  • February 22, 2019
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  • Samsky, Monica
    • Affiliation: University of North Carolina at Chapel Hill. Health Sciences Library
  • Richardson, Lee M.
Abstract
  • Introduction: The Health Sciences Library has developed practices to discover, monitor and resolve e-resource access issues. These practices can be adapted for any library.
  • The abundance of electronic resources has brought many benefits as well as challenges to libraries. One challenge is ensuring electronic resources work reliably and consistently. The Health Sciences Library at the University of North Carolina at Chapel Hill has created a system to discover, monitor and resolve electronic resource access issues. A problem reporting system was created so that staff can quickly report issues to the electronic resources troubleshooting team. The team also created an online guide to help staff with initial troubleshooting and to effectively gather specifics of the problem from patrons. This poster will provide an overview of this system including various tools, tracking problems, user education and effective communication. The system was developed in a large academic institution but is scalable for a library of any size.
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  • In Copyright
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  • North Carolina Library Association Mini-Conference, December 5, 2014, Charlotte, North Carolina
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