2013 ER&L Online Program Search Tool
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Troubleshooting and Tracking E-resource Access Problems: a User-Centered Approach
2013 Conference Track
Managing Electronic Resources
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.
Presenters
![[photo]](https://8ca84662c5b8f0cff50d-4baaaf97d63fd7b01243e1b1c57f0cc1.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")