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 tofamiliarize 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; andcustomize 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.

Electronic Resources Librarianship: A Practical Guide for Librarians will help new e-resources librarians to hit the ground running. Simultaneously a step-by-step guide and comprehensive toolkit, the book walks readers through their first few days on the job, giving them the practical skills to immediately begin engaging with vendors, diagnosing access issues, tracking usage, and making well-informed retention decisions. Further, it sets readers up for long-term success by talking about project planning and goal setting in an environment of continuous change, as well as advice on how to pass on their newly acquired e-resource knowledge to others.This easy-to-read guide addresses several ever-present issues for both new and established e-resource librarians: the need for concrete tools to implement in their day-to-day tasks, the need to gain goal setting and project management skills to thrive and not just survive, and the need to overcome feelings of anxiety and isolation.Acting as a ready reference, Electronic Resources Librarianship will help steer librarians through the intricacies of the daily e-resource grind while giving them the tools and the confidence to handle even the most complex challenges.Special Features include:Extensive technology toolkitSample worksheets, email scripts, and checklistsReal-world troubleshooting problems and solutionsPractical strategies for organizing and prioritizing workComprehensive list of support groups, so readers are never at a dead end

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 tofamiliarize 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; andcustomize 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.

Electronic Resources Librarianship: A Practical Guide for Librarians will help new e-resources librarians to hit the ground running. Simultaneously a step-by-step guide and comprehensive toolkit, the book walks readers through their first few days on the job, giving them the practical skills to immediately begin engaging with vendors, diagnosing access issues, tracking usage, and making well-informed retention decisions. Further, it sets readers up for long-term success by talking about project planning and goal setting in an environment of continuous change, as well as advice on how to pass on their newly acquired e-resource knowledge to others.This easy-to-read guide addresses several ever-present issues for both new and established e-resource librarians: the need for concrete tools to implement in their day-to-day tasks, the need to gain goal setting and project management skills to thrive and not just survive, and the need to overcome feelings of anxiety and isolation.Acting as a ready reference, Electronic Resources Librarianship will help steer librarians through the intricacies of the daily e-resource grind while giving them the tools and the confidence to handle even the most complex challenges.Special Features include:Extensive technology toolkitSample worksheets, email scripts, and checklistsReal-world troubleshooting problems and solutionsPractical strategies for organizing and prioritizing workComprehensive list of support groups, so readers are never at a dead end