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ER&L Preliminary Program Search Tool

March 3–6, 2024

Austin, Texas + Online

We are pleased to share the 19th program of the Electronic Resources and Libraries Conference reflecting our work to support the way we collect, manage, maintain, and make accessible electronic resources. 


 

The Truth is Out There: Understanding evolving user engagement trends through a review of resource support requests

Tuesday, March 5, 2024 at 9:45 AM–11:15 AM CST add to calendar
Online Conference Platform
Tags:
Watch On-Demand/ Online Q&A March 5 @ 9:45-11:15 AM CST/ Short Talk
Conference Track

5. User Experience & Promotion

Audience Level

Foundation

Keywords

Troubleshooting, Eresources, User Experience

Abstract

After noticing a decrease in user reporting resource issues as well as an increase in the use of self-service help pages, Grand Valley State University Libraries did an exploration of five years of tickets. This presentation will delve into our findings.

Presenters

Patrick Roth, MLIS, Grand Valley State University
Marcia R Masters, MLIS, Grand Valley State University
Jeff Daniels, Grand Valley State University
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