Creating a Troubleshooting Workflow for e-resources
Download as PPTX, PDF0 likes114 views
The document outlines a troubleshooting workflow for handling issues related to e-resources at UW Parkside, detailing the steps from reporting problems to resolving them. It emphasizes the importance of clear communication with librarians and vendors, tracking issues systematically, and maintaining accessible documentation. The guidance aims to ensure efficient resolution of access issues while providing support for patrons who encounter problems with electronic resources.
Creating a Troubleshooting Workflow for e-resources
- 1. Page Not Found: Creating a Troubleshooting Workflow for e- Resources Rachel Becker
- 2. UW Parkside E-Resources Team Electronic Resources Librarian Majority of lifecycle from trial through implementation Systems Librarian EZ Proxy issues, broader ILS issues Head of Collections Metadata issues, cataloging problems
- 3. Where Our Resources Come From Local Subscriptions Managed directly at Parkside Few paid for by other campus departments Consortial Subscriptions Managed by other campuses Open Access Content Links embedded on LibGuides pages or through ILS
- 4. When Things Go Wrong
- 5. How Do We Know? Report a problem link in Primo Directly to a librarian Email through listserv Monitor what others are saying Discovered during testing Sometimes problems exist and no one notices
- 6. Who Handles the Issue? Report a Problem link Email goes to all reference librarians Double check the issue and see if we can get the patron access Respond with either a solution or a timeline Pass it off to the applicable librarian for further troubleshooting Report Directly from a Librarian Start investigating right away
- 7. Where Does the Report Go? Local Subscriptions Electronic Resources Librarian Linking/portfolio update ILS update reports Contact vendor Systems Librarian EZ Proxy updates Larger system level issues
- 8. Where Does the Report Go? Consortial Appropriate contact for system or Madison extended Open Access Content Contact librarian to update links Open Access content in ILS - report problem to via appropriate means
- 9. Working with Vendors Maintain a list of who to contact Some vendors have a specific form or request a phone call Always follow up in writing if you make a phone call Be as descriptive as possible Include as many details as possible Send screenshots Have a test login and password for vendors who need it Follow up with your sales rep.
- 10. Keep at It! Solutions take time Occasionally, a solution can be found quickly Most take time to figure out Keep checking! Sometimes a change that neither you nor the techs make will fix it Ask for regular updates Follow up with your rep When it drags on
- 11. Solutions!
- 12. Tracking Issues Once a solution is found: 1. Test to make sure it works 2. Contact the patron with solution 3. Let any vendor or contact know it’s been resolved a. Track problems in a spreadsheet b. Keep emails in folders 4. Flag chronically problematic titles for periodic testing
- 13. Resolution Best case The fix is quick and access is restored Patrons don’t have to wait long No further issues arise Worst case The solution will require product development The problem keeps coming back
- 14. Helpful Tips
- 15. Have a Back Up Always have more than one person who can handle issues Things frequently fall apart during vacation/sick days Allows smooth transitions when new employees start Keep information accessible Track vendor logins in a spreadsheet Have a generic institutional email for vendor contacts Create a list of all subscribed resources and keep it up to date Form connections
- 16. Example A student comes to the desk and tells you a database they frequently use isn’t working Get student’s contact information Test the database yourself Take screenshots and collect any error messages that come up Look at proxy server and settings Check listservs
- 17. Example cont. You have established the issue isn’t caused by a campus problem Contact the vendor, include screenshots, and ask for a timeline, if possible Communicate with the vendor Once access is restored, double check a couple of times on and off campus Contact any patrons who might have asked about it Record your interaction in case a similar problem comes up