ER&L 2013
March 17–20, 2013
Austin, Texas
2013 ER&L Online Program Search Tool
Welcome to the Electronic Resources and Libraries Conference online search tool. Search the speakers, sort by Track, find out which sessions are broadcasting live in the Online confrence... and view the details on the eresources and digital services sessions at #erl13.
Register for ER&L -->Click here to Register for #erl13 for Austin or Online.
View News Happening Now -->Go to the ER&L homepage.
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
Presenters
![[photo]](https://5d67d7d2fab6aa2c003d-a12b070af57c9bbc32c5a41a66298b76.ssl.cf1.rackcdn.com/622/profile_2366d6f1561d325716c88e0ce1e9715b.png "Nathan Hosburgh, MLIS, Montana State University - Bozeman")
Nathan Hosburgh, MLIS, Montana State University - Bozeman
![[photo]](https://secure.gravatar.com/avatar/87d69cf9fd9ac4ed8ea6773cb8636536.png?d=https://proposalspace.com/images/no_photo.png&r=PG&s=50 "Katie Gohn, University of Tennessee Chattanooga")