Digital Commons Network^™

Essential Audits For Proactive Electronic Resource Access Support, Jeffrey M. Mortimore, Jessica M. Minihan

Library Faculty Presentations

As electronic resource access (ERA) issues increase in frequency and complexity, technical services librarians are on the lookout for proactive techniques to identify and address these issues before they become a problem for patrons. This poster presents a series of “essential audits” employed by the ERA support team at Georgia Southern University in Statesboro, GA, to catch access issues before they are reported by patrons or public services librarians. Regular audits include bi-weekly link tests on the library’s A-Z Database List, quarterly link asset tests in LibGuides, rolling authentication audits of link resolver records, and ad hoc audits of 856 …

Promoting A Service Culture Across Technical And Public Services: Lessons From Electronic Resource Access (Era) Troubleshooting And Support, Jeffrey M. Mortimore

Library Faculty Presentations

This session explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. The presenter considers competencies for delivering effective ERA support, including recent research that suggests communication and referral skills fostered in reference work may rank more highly than technical skills alone. In addition, the presenter will consider the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.

Get The Eteam, Stat! Managing Era Troubleshooting Triage Tier By Tier, Jeffrey M. Mortimore

Library Faculty Presentations

Triage of electronic resource access (ERA) troubleshooting takes planning and rarely is straightforward. Who reported the problem? How visible is it? How long will it take to resolve and who is involved? Without a good triage plan, ERA troubleshooting can spin out of control fast.

This poster session will present a three-part tiering scheme for performing triage on ERA troubleshooting requests reported to the eTeam, the ERA response team at Georgia Southern University in Statesboro, GA. This framework evaluates requests in terms of 1) origin, scope and urgency of request; 2) required stakeholder input to resolve the request; and 3) …