ER&L 2014
March 16–19, 2014
Austin, Texas
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Beyond "I Clicked the Link, But It Didn't Work!": What Analyzing Troubleshooting Reveals
Conference Track
1. Managing e-Resources & Licensing
Keywords
troubleshooting, collaboration
Learning Objectives
Following this session, participants will be able to create strategies to collect data about their library’s e-resources access issues and know how to use this data to help identify problematic access trends.
Participants will also be able to apply our proactive solutions and collaborative approach to their own established troubleshooting workflows.
Abstract
What do e-resources troubleshooting incidents really tell us? This two part presentation addresses how the Auraria Library in Denver, Colorado, and the University of British Columbia Library analyzed their troubleshooting incidents in order to identify valuable trends and improve service.
Online Conference
Online Conference Session
Presenters
![[photo]](https://secure.gravatar.com/avatar/b03da977d1dcf428e9f37e73379268f9.png?d=https://proposalspace.com/images/no_photo.png&r=PG&s=50 "Sommer Browning, Auraria Library")
Sommer Browning, Auraria Library
![[photo]](https://5d67d7d2fab6aa2c003d-a12b070af57c9bbc32c5a41a66298b76.ssl.cf1.rackcdn.com/2425/profile_5571e22de5e7ad7f13ca92c668be433b.png "Katy DiVittorio, MLIS, Auraria Library")
Katy DiVittorio, MLIS, Auraria Library
![[photo]](https://secure.gravatar.com/avatar/4e0c5183174e426933f6a30cbaceab6c.png?d=https://proposalspace.com/images/no_photo.png&r=PG&s=50 "Mr. Lorne Madgett, University of British Columbia Library")
Mr. Lorne Madgett, University of British Columbia Library
![[photo]](https://secure.gravatar.com/avatar/e5c593120543d108b78dd1d328a08aa4.png?d=https://proposalspace.com/images/no_photo.png&r=PG&s=50 "Teresa Lee, University of British Columbia")