راهنمای عیب‌یابی منابع الکترونیکی

A 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 familiarize 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; navigate the complete triage and troubleshooting workflow, illustrated through 14 in-depth examples; recognize the symptoms of common access disruptions; conduct efficient troubleshooting interviews; manage help tickets and design problem reports that capture key information without overburdening the user; create publicly available help pages for problems originating with users' devices or computers; communicate 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 customize your own troubleshooting workflow chart for common use across departments and staff hierarchies. Acting as a ready reference, this guide will equip you with the knowledge and skills to troubleshoot common ERM problems. A 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 to0familiarize 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;0navigate the complete triage and troubleshooting workflow, illustrated through 14 in-depth examples;0recognize the symptoms of common access disruptions;0conduct efficient troubleshooting interviews;0manage help tickets and design problem reports that capture key information without overburdening the user;0create publicly available help pages for problems originating with users' devices or computers;0communicate with vendors and IT personnel for speedy resolutions, providing dozens of clear definitions of library and technology terms that will help you minimize confusion; and0customize your own troubleshooting workflow chart for common use across departments and staff hierarchies.0Acting as a ready reference, this guide will equip you with the knowledge and skills to troubleshoot common ERM problems In the realm of electronic resources everything runs smoothly - until suddenly, without warning, it doesn't. 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 and take steps to reach a resolution. "This guide shows you how to develop a library-wide workflow and a shared understanding of the components delivering electronic resources to your patrons"-- Provided by publisher