Collaborative Troubleshooting of Electronic Resources with Public Services Staff: Two Heads Are Better Than One

Reiman-Sendi, Karen A

Collaborative Troubleshooting of Electronic Resources with Public Services Staff: Two Heads Are Better Than One

dc.contributor.author	Reiman-Sendi, Karen A
dc.date.accessioned	2024-07-13T17:25:17Z
dc.date.available	2024-07-13T17:25:17Z
dc.date.issued	2014-05
dc.identifier.uri	https://hdl.handle.net/2027.42/194097	en
dc.description	Presented at the Ohio Valley Group of Technical Services Librarians Conference, with Judith Ahronheim. The role of technical services staff continues to evolve, especially with regards to the complex electronic resources environment found in academic libraries. Providing support and troubleshooting for electronic resources — from journals to databases to ebooks, from off campus access to mobile devices — requires a wide variety of skills and knowledge. Collaboration between public services staff and technical services specialists can leverage the differences in staff skills, resulting in an improved experience for users. The University of Michigan Library developed a team approach centered on computer help desk software to deliver responsive problem-solving services. This presentation will: describe our process to troubleshoot problems with users, to report issues to appropriate vendors for resolution, and to share system outages with users; identify challenges with electronic resource support; and offer rcommended troubleshooting skills for library staff.	en_US
dc.description.abstract	Presented at the Ohio Valley Group of Technical Services Librarians Conference, with Judith Ahronheim. Providing support and troubleshooting for electronic resources — from journals to databases to ebooks, from off campus access to mobile devices — requires a wide variety of skills and knowledge. Collaboration between public services staff and technical services specialists can leverage the differences in staff skills, resulting in an improved experience for users.	en_US
dc.language.iso	en_US	en_US
dc.subject	OVGTSL	en_US
dc.title	Collaborative Troubleshooting of Electronic Resources with Public Services Staff: Two Heads Are Better Than One	en_US
dc.type	Presentation	en_US
dc.subject.hlbsecondlevel	Information and Library Science
dc.subject.hlbtoplevel	Social Sciences
dc.contributor.affiliationum	University of Michigan	en_US
dc.contributor.affiliationumcampus	Ann Arbor	en_US
dc.description.bitstreamurl	http://deepblue.lib.umich.edu/bitstream/2027.42/194097/1/may28version.pdf
dc.identifier.doi	https://dx.doi.org/10.7302/23541
dc.description.mapping	-1	en_US
dc.identifier.orcid	0000-0001-8307-3210	en_US
dc.description.filedescription	Description of may28version.pdf : Presentation slides (PDF)
dc.description.depositor	SELF	en_US
dc.identifier.name-orcid	Reiman-Sendi, Karen; 0000-0001-8307-3210	en_US
dc.working.doi	10.7302/23541	en_US
dc.owningcollname	Library (University of Michigan Library)

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