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 nee...

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

Just what does usage mean? And how does it relate to value? Is there a fair way to ascertain the value of resources? In regards to library resources, “use” can simply be an arbitrary quantitative concept. Knowing that searches and sessions are considered input measures while result clicks and views are output measures helps the process. With electronic resources, we parse our usage statistics (when we can get them) to arrive at a cost per use, and define whether that use is a view, a printout, or a download. Of course, there are discrepancies as we examine different e-resources; for instance, cost-per-use can be very different with e-books—the definition of a “section” varies from vendor to vendor, and vendors' attempts to limit mass downloading mean that some e-book titles have page number limits with no correlation to chapter length. Analysis of usage data and other qualitative measures as part of a systematic review of current and potential e-resources highlights underutilized resources, access issues,...

Tips from the trenches

Managing Electronic Resource Workflows Using Ticketing System Software

The objective of this study was to determine whether libraries that have implemented a next-generation library system are able to complete electronic resource management (ERM) workflows entirely within that system. A survey of librarians received 299 responses from users of Alma, WorldShare Management Services (WMS), and Sierra. Responses indicate that there are gaps in workflows and that many libraries are still performing core ERM tasks outside these three systems. The study concludes that these systems may require further development before they are able to fully support complex ERM processes.

/pdf/finding-the-gaps-a-survey-of-electronic-resource-management-482cpui4ef.pdf

Finding the gaps: A survey of electronic resource management in Alma, Sierra, and WMS

Purpose




This study aims to report on a series of “essential audits” implemented by technical services personnel at Georgia Southern University to provide proactive troubleshooting of electronic resources




Design/methodology/approach




These “essential audits” include bi-weekly link tests in the library’s A-Z database list, quarterly book and link asset tests in LibGuides and rolling authentication audits of link resolver records Taken together, these techniques help to reduce access issues before they arise, improving overall provision of access




Findings




Since implementing these “essential audits,” Georgia Southern has seen reductions in troubleshooting requests related to database-level authentication and access, as well as reductions in link-level troubleshooting requests originating from the library’s LibGuides platform and article-level troubleshooting requests originating from the link resolver




Practical implications




Findings recommend implementation of regular audits pursuant to proactive troubleshooting of electronic resources and improved overall provision of access




Originality/value




This case study contributes to the recent literature and discourse on electronic resource access troubleshooting by highlighting simple, proactive auditing techniques

Essential audits for proactive electronic resources troubleshooting and support

A primary role of any e-resources librarian or staff is troubleshooting electronic resources (e-resources). While much progress has been made in many areas of e-resources management (ERM) to understand the ERM lifecycle and to manage workflows, troubleshooting access remains a challenge. This collaborative study is the result of the well-received 2013 survey examining workflows from libraries large and small, with e-resources staffing ranging from one person to large consortial arrangements. The authors summarize the technological tools and products, the techniques, and the training methods libraries use to manage troubleshooting for electronic resources.

/pdf/tools-techniques-and-training-results-of-an-e-resources-4i039n1cbh.pdf

Tools, Techniques, and Training: Results of an E-Resources Troubleshooting Survey.

A primary role of any e-resources librarian or staff is troubleshooting electronic resources. While much progress has been made in many areas of e-resources management to understand the ERM lifecycle and to manage workflows, troubleshooting access remains a challenge. This collaborative study is the result of the well-received 2013 survey examining workflows from libraries large and small, with e-resources staffing ranging from one person to large consortial arrangements. The authors summarize the technological tools and products, the techniques, and the training methods libraries use to manage troubleshooting for electronic resources.

https://kuscholarworks.ku.edu/bitstream/handle/1808/18074/AcceptedManuscript_published01June2015.pdf;sequence=1

Liisa Mobley

Papers

Tools, Techniques, and Training: Results of an E-Resources Troubleshooting Survey.

Running head: E-RESOURCES TOOLS, TECHNIQUES, AND TRAINING Tools, Techniques, and Training: Results of a E-resources Troubleshooting Survey