Exploring trends, technologies, e-resource management, and digital services in libraries.

ER&L 2020 Workshop – Teach Your Staff to Troubleshoot E-Resources

Join us for a hands on workshop on Wednesday, March 11 entitled, “Teach Your Staff to Troubleshoot E-Resources: Practical processes for documenting and implementing a troubleshooting curriculum.” This popular, returning 4-hour workshop course will guide you as you begin documenting current e-resource access environment, systems and troubleshooting methods and draft a framework for a troubleshooting curriculum in your library environment. This course is hands on and will require active participation!

Title image with workshop title, "Teach Your Staff to Troubleshoot E-Resources"COURSE DETAILS

E-resource troubleshooting is an increasingly complex and time-consuming activity in the era of web-scale discovery. With multiple systems and access pathways involved, effective problem solving requires a sophisticated bundle of knowledge, skills, and tools. How can librarians and staff become effective and efficient troubleshooters? Through hands-on activities and group discussions, workshop participants will learn several practical approaches to documenting their e-resource access environment, systems, and troubleshooting methods, then create a framework for their own e-resources troubleshooting curriculum. Presenters will cover key concepts and troubleshooting tools, and help participants understand how to apply those concepts and tools in their own discovery and access environments. Participants will also learn how to evaluate training effectiveness, along with strategies for practical reinforcement of troubleshooting techniques and skills. The presenters work in an Alma/Primo discovery environment, but this workshop is intended to be system agnostic. Participants will leave this session with drafts of training documents specific to their own environments.

WORKSHOP COURSE INSTRUCTORS

This course is led by 2 returning course instructors, Stacie Traill and Sunshine Carter.

Photo of Stacie Traill is a Metadata Analyst at the University of Minnesota Libraries
Stacie Traill
Photo of Sunshine Carter is the Interim Collection Development Officer and Electronic Resources Librarian at the University of Minnesota Libraries.
Sunshine Carter

Stacie Traill is a Metadata Analyst at the University of Minnesota Libraries. Prior to her current role, she held positions as Cartographic and Electronic Resources Cataloger and Special Formats Cataloging Coordinator also at the University of Minnesota. Stacie has worked extensively with electronic resources metadata and library discovery and management systems over the past decade. She has frequently presented and published on related topics, including e-book metadata quality and assessment, bulk metadata management, and troubleshooting. @straikat

Sunshine Carter is the Interim Collection Development Officer and Electronic Resources Librarian at the University of Minnesota Libraries.  Prior to her current role, she held positions as Reference & Electronic Resources Librarian at the University of Minnesota Duluth. Sunshine is interested in the ecosystem of e-resources from licensing to cancellation. She often present on the topics of troubleshooting, licensing and managing e-resources. @sunshinejacinda

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BACKGROUND ON STACIE & SUNSHINE’S RESEARCHAverage Staff Familiarity with Troubleshooting Topics

One year after the University of Minnesota Libraries migration to Alma and Primo Central, we reached a crisis point. With users reporting more e-resource access problems than ever before, we knew we needed to expand staff troubleshooting expertise to keep up with problem reports and provide excellent service. But how to make that happen? In early 2015, we began working together on both troubleshooting strategies and capacity building. After first devising a training curriculum, we developed and delivered a 10-hour troubleshooting workshop for e-resource management staff, and followed it with a proactive troubleshooting project to reinforce what staff learned in the workshop. As a result, staff have reported increased confidence, knowledge and troubleshooting skills. We look forward to sharing our process and journey of teaching troubleshooting to help others develop troubleshooting training tools tailored specifically for their staff and systems.