Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment

摘要

Electronic resource access troubleshooting is familiar work in most libraries. The added complexity introduced when a library implements a web-scale discovery service, however, creates a strong need for well-organized, rigorous training to enable troubleshooting staff to provide the best service possible. This article outlines strategies, tools, and a basic curriculum that librarians can use to both refine their own troubleshooting skills and systematically introduce those skills to others.