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Full-Text Articles in Library and Information Science
Troubleshooting Personnel’S Satisfaction With Software Tools, Robert Heaton
Troubleshooting Personnel’S Satisfaction With Software Tools, Robert Heaton
Library Faculty & Staff Publications
An exploratory survey of midsize land-grant institutions in 2016 investigated factors that were potentially correlated with how satisfied library personnel were with the software tools they used in electronic-resource troubleshooting. Although the study was very small in scale, it found that troubleshooting personnel at responding libraries are generally satisfied with the tools they use, with no apparent correlation with the area of troubleshooting activity to which the tool is applied, whether the tool is also used by non-troubleshooting personnel at the institution, or whether the tool was evaluated prior to implementation. The data weakly suggested that satisfaction was positively correlated …
Tools For Troubleshooting: Which Ones And What For, Robert Heaton
Tools For Troubleshooting: Which Ones And What For, Robert Heaton
Library Faculty & Staff Publications
A small group of midsize land-grant institutions in the western United States responded to a survey on what tools they used for troubleshooting, what activities they accomplished using the tools, and who performed their troubleshooting. Most respondents use subscription-manager administration tools, email programs, electronic resource management systems, and ticket trackers, but many other software programs are each used at a small number of institutions. Most tools support multiple troubleshooting activities, and most troubleshooting activities are supported by multiple tools. Most libraries have slightly more paraprofessionals than faculty with some troubleshooting responsibility, but nearly all have at least one of each.