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

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

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Sunshine Carter; Stacie Traill
Informa UK Limited
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.