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Direct linkBrett, Kelsey – Journal of Electronic Resources Librarianship, 2018
After three years of collecting electronic resources of troubleshooting tickets in Springhare's LibAnswers at University of Houston Libraries, the author conducted an analysis of over 300 tickets. The type of problem was identified for each ticket and then categorized into a functional area using an existing categorization schema developed at…
Descriptors: Academic Libraries, Library Services, Electronic Libraries, Troubleshooting
Coogan, John F. – Journal of Electronic Resources Librarianship, 2019
Resolving user access issues is inherent in managing electronic resources in libraries. The University of Maryland University College (UMUC) Library, situated within a predominantly distance learning-centered institution, has developed a series of web-based technical help pages to facilitate resolution of typical issues reported by its…
Descriptors: Access to Information, Users (Information), Information Management, Technical Support
