{"product_id":"the-electronic-resources-troubleshooting-guide-paperback","title":"The Electronic Resources Troubleshooting Guide - Paperback","description":"\u003cp\u003eby \u003cb\u003eHolly Talbott\u003c\/b\u003e (Author), \u003cb\u003eAshley Zmau\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eA 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\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003efamiliarize 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;\u003c\/li\u003e\n\u003cli\u003enavigate the complete triage and troubleshooting workflow, illustrated through 14 in-depth examples;\u003c\/li\u003e\n\u003cli\u003erecognize the symptoms of common access disruptions;\u003c\/li\u003e\n\u003cli\u003econduct efficient troubleshooting interviews;\u003c\/li\u003e\n\u003cli\u003emanage help tickets and design problem reports that capture key information without overburdening the user;\u003c\/li\u003e\n\u003cli\u003ecreate publicly available help pages for problems originating with users' devices or computers;\u003c\/li\u003e\n\u003cli\u003ecommunicate 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\u003c\/li\u003e\n\u003cli\u003ecustomize your own troubleshooting workflow chart for common use across departments and staff hierarchies.\u003c\/li\u003e\n\u003c\/ul\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eHolly Talbott \u003c\/b\u003ehas more than six years of experience with electronic resources and is coauthor of \u003ci\u003eElectronic Resources Librarianship: A Practical Guide for Librarians\u003c\/i\u003e (Rowman \u0026amp; Littlefield, 2018). She is the electronic resources librarian at Kent State University and was previously the electronic resources and licensing librarian at the University of Arizona Libraries and the electronic resources librarian at Lasell College.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eAshley Zmau\u003c\/b\u003e has more than ten years of academic library experience and is coauthor of \u003ci\u003eElectronic Resources Librarianship: A Practical Guide for Librarians\u003c\/i\u003e (Rowman \u0026amp; Littlefield, 2018). She is the serials cataloger for the Dallas County Community College District and was previously the electronic resources librarian at the University of Texas at Arlington and the electronic resources management librarian at Southern Methodist University.\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 144\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.39 x 10 x 7 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e July 08, 2020\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":42728886730815,"sku":"9780838947647","price":129.58,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0105\/8226\/1823\/files\/37a3e7af55843df9e4d8082814f6e34f.webp?v=1765120161","url":"https:\/\/dhlswag.com\/products\/the-electronic-resources-troubleshooting-guide-paperback","provider":"BBB","version":"1.0","type":"link"}