ER&L 2013
March 17–20, 2013
Austin, Texas
2013 ER&L Online Program Search Tool
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Troubleshooting and Tracking E-resource Access Problems: a User-Centered Approach
Keywords
Troubleshooting, CRM tracking, user and staff experience
Learning Objectives
develop an effective troubleshooting checklist/workflow, understand user behavior and response as it relates to access problems, more effectively address user concerns with access to electronic resources through various strategies/mechanisms
Abstract
Troubleshooting, tracking, and communicating about access issues is a core responsibility for ERLs and others managing e-resources. There are often technical and communication challenges involved, yet the human element is of equal importance in maintaining effective relationships with users and colleagues. This two-part presentation addresses Montana State University’s user-centered approach to troubleshooting access issues and the University of Tennessee Chattanooga’s implementation of CRM software to better manage and communicate e-resource and other IT issues.
2013 Conference Track
Managing Electronic Resources
