{"product_id":"the-electronic-resources-troubleshooting-guide-holly-talbott-9780838947647","title":"The Electronic Resources Troubleshooting Guide","description":"\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\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Holly Talbott, Ashley Zmau\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0838947646\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780838947647\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e ALA Editions\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 07\/08\/2020\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 144\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.73lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 10.00h x 7.00w x 0.39d","brand":"Holly Talbott","offers":[{"title":"Paperback","offer_id":44044679545087,"sku":"9780838947647","price":59.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_1e4657b9-4e82-4566-a95f-75ecbe63ba53.jpg?v=1684974250","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-electronic-resources-troubleshooting-guide-holly-talbott-9780838947647","provider":"WR Book House","version":"1.0","type":"link"}