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.
Journal of Electronic Resources Librarianship, 29:1 (2017), 1-15
Carter, Sunshine J; Traill, Stacie.
Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment.
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