Page Not Found: creating a troubleshooting workflow for e-resources in a small library
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This document outlines a troubleshooting workflow for electronic resources at a small academic library. It describes the roles of key library staff in handling issues, how problems are reported, and the process for investigating and resolving the problems. This includes maintaining communication with vendors, providing updates, and documenting resolutions. The goal is to ensure timely restoration of access to online resources when issues arise.
Page Not Found: creating a troubleshooting workflow for e-resources in a small library
- 1. Page Not Found Creating a troubleshooting workflow for e-resources in a small library Rachel Becker University of Wisconsin – Parkside Library Online resources have become a cornerstone of modern academic libraries and are crucial for scholarship. However, they can be difficult to maintain access and often fail at the worst times. Having a troubleshooting strategy in place ensures timely restoration of services when things go wrong. UW – Parkside’s Team Electronic Resources Librarian • Handles e-resources from trial through implementation Systems Librarian • EZ Proxy issues • ILS and discovery systems issues Head of Collections • Metadata issues • Cataloging Problems Subscription Models Local Subscriptions • Managed directly at Parkside • Few paid for by other campus departments Consortia Subscriptions • Managed by other campuses Open Access Content • Links embedded on LibGuides pages or through ILS How Problems are Reported • Report a problem link in discovery layer • Directly to a librarian • Email through listserv • Discovered during testing • Sometimes problems exist and no one notices 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 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. • Sometimes they can be helpful in getting information to the right people • They often know about issues that are systemwide Waiting • 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 • Ask for a credit • Explore other alternatives • Speak with librarians at other campuses that use the product Solutions! Once a solution is found: • Test to make sure it works • Contact the patron with solution • Let any vendor or contact know it’s been resolved • Track problems in a spreadsheet • Keep emails in folders • Flag chronically problematic titles for periodic testing Helpful Hints 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 • Network with someone in a similar position at another library • When things break, ask to test