The Electronic Resources Troubleshooting Guide by Talbott, Holly
The Electronic Resources Troubleshooting Guide by Talbott, Holly

The Electronic Resources Troubleshooting Guide

A library user can't access an article. Your log in credentials won't work. In the realm of...
$196.24 SGD
$196.24 SGD
SKU: 9780838947647
Product Type: Books
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Author: Holly Talbott
Format: Paperback
Language: English
Subtotal: $196.24
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The Electronic Resources Troubleshooting Guide by Talbott, Holly

The Electronic Resources Troubleshooting Guide

$196.24
The Electronic Resources Troubleshooting Guide by Talbott, Holly

The Electronic Resources Troubleshooting Guide

$196.24
Author: Holly Talbott
Format: Paperback
Language: English
Description

A library user can't access an article. Your log in credentials won't work. In the realm of electronic resources everything runs smoothly--until suddenly, without warning, it doesn't. Invariably, systems will break down, but a trial and error approach to finding out what's wrong is highly inefficient. This hands-on guide from two expert ERM librarians walks you through the essentials of troubleshooting. It outlines a methodical process that will help you identify the source of a problem even when it's not obvious and take steps to reach a resolution. With the goal of developing a library-wide workflow in mind, this guide will teach you how to

  • familiarize yourself with the components of electronic resources, using flowchart diagrams of common access chains such as discovery services, knowledge bases, research guides, and library services platforms;
  • navigate the complete triage and troubleshooting workflow, illustrated through 14 in-depth examples;
  • recognize the symptoms of common access disruptions;
  • conduct efficient troubleshooting interviews;
  • manage help tickets and design problem reports that capture key information without overburdening the user;
  • create publicly available help pages for problems originating with users' devices or computers;
  • communicate with vendors and IT personnel for speedy resolutions, providing dozens of clear definitions of library and technology terms that will help you minimize confusion; and
  • customize your own troubleshooting workflow chart for common use across departments and staff hierarchies.


Author: Holly Talbott, Ashley Zmau
Publisher: ALA Editions
Published: 07/08/2020
Pages: 144
Binding Type: Paperback
Weight: 0.73lbs
Size: 10.00h x 7.00w x 0.39d
ISBN: 9780838947647
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