Online Library TheLib.net » The Electronic Resources Troubleshooting Guide
cover of the book The Electronic Resources Troubleshooting Guide

Ebook: The Electronic Resources Troubleshooting Guide

00
15.02.2024
0
0

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.

    Download the book The Electronic Resources Troubleshooting Guide for free or read online
    Read Download

    Continue reading on any device:
    QR code
    Last viewed books
    Related books
    Comments (0)
    reload, if the code cannot be seen