Troubleshooting, CRM tracking, user and staff experience

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 

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.

Managing Electronic Resources