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

Citation data:

Journal of Electronic Resources Librarianship, ISSN: 1941-126X, Vol: 29, Issue: 1, Page: 1-15

Publication Year:
2017
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DOI:
10.1080/1941126x.2017.1270096
Author(s):
Sunshine Carter, Stacie Traill
Publisher(s):
Informa UK Limited
Tags:
Computer Science, Social Sciences
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article description
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.

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