Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment

Electronic resource access troubleshooting is familiar work in most libraries. The added complexity introduced when a library implements a web-scale discovery service, however, creates a strong need for well-organized, rigorous training to enable troubleshooting staff to provide the best service pos...

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Bibliographic Details
Published in:Journal of electronic resources librarianship 2017-01, Vol.29 (1), p.1-15
Main Authors: Carter, Sunshine, Traill, Stacie
Format: Article
Language:English
Subjects:
Academic Libraries
access problems
Access to Information
Basic Skills
Check Lists
Electronic Libraries
Electronic Publishing
Electronic resources management
Information Literacy
Information Management
Information Skills
Information Systems
Librarians
Libraries
Library Automation
Library Development
Staff Development
Training
Trouble shooting
Troubleshooting
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Summary:Electronic resource access troubleshooting is familiar work in most libraries. The added complexity introduced when a library implements a web-scale discovery service, however, creates a strong need for well-organized, rigorous training to enable troubleshooting staff to provide the best service possible. This article outlines strategies, tools, and a basic curriculum that librarians can use to both refine their own troubleshooting skills and systematically introduce those skills to others.
ISSN:1941-126X
1941-1278
DOI:10.1080/1941126X.2017.1270096