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.
Creating a Small Library E-Resource Troubleshooting Workflow
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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