Browsing by Subject "Access problems"

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    Developing staff skills in e-resource troubleshooting: training, assessment, and continuous progress
    (ALA Editions, 2018-05) Carter, Sunshine J; Traill, Stacie
    Electronic resource troubleshooting is complex, sophisticated work that often falls to a very small number library staff, even in large institutions. Seeing a need to expand the group of staff capable of diagnosing and resolving e-resource access issues, librarians at the University of Minnesota Libraries developed a training program for E-Resource Management staff. The training program comprised a ten-part workshop, a post-workshop troubleshooting project using real-world examples drawn from user activity logs, ongoing meetings for continuous skill development, and assessment of participant knowledge levels at various stages of the training program. As a result, staff participants demonstrated an increased familiarity in troubleshooting skills and knowledge. This chapter describes the planning, design, and implementation of the training program and offers suggestions for how others might create their own training programs.
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    Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment
    (2017-02-08) Carter, Sunshine J; Traill, Stacie
    Electronic resource access troubleshooting is familiar work in most libraries. But the added complexity introduced when a library implements a web-scale discovery service 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.