Electronic Resources Troubleshooting Guide

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.