Earlier this year, Amelia Rodarte and Zhaneille Green began a project to create an E-Resources Troubleshooting FAQ knowledge bank. They decided to make a resource for Duke University Libraries (DUL) front-facing library staff who troubleshoot e-resource access issues of varying complexities.
How did we start?
We conducted research to see what DUL troubleshooting resources existed, what type of tools other academic institutions used, what existing literature stated, and what the previous findings of DUL access and discovery working groups were. We also wanted to hear from our colleagues, so we sent out surveys and conducted interviews, which helped us decide on the type of questions and issues that affected our patrons and library staff. After synthesizing our research, qualitative, and quantitative results, we selected the best available tool for our project.
Our tool of choice was the previously untouched Springshare LibAnswers FAQ tool. It allowed us to create an internal staff knowledge bank of questions and answers to solve common and uncommon e-resource questions and issues. We’ve also assigned topics and keywords to each FAQ so users can search for what they need.
Why make it?
In the world of e-resources, our access can be affected by who owns what, how long we’ve licensed a resource, whether we keep any access to a resource if we stop renewing the license, etc. We created this resource because while Duke University is affected by the usual suspects, it also has its own e-resource access nuances.
Currently, the FAQs with the most views are:
- I need to share an e-resource link with a patron. Which URL should I use?
- What is the Library Access button and where can I find it?
- What are some first steps for troubleshooting an e-resource access issue?
- What resources are explicitly blocked for DKU?
You will notice that all four cover general access information and specific access nuances. Our entire list of FAQs is a mix of e-resource information and Duke-specific access issues. We wanted to demystify some aspects of e-resources for our colleagues. For example, some librarians might not be aware that DKU patrons lost access to specific resources after licensing negotiations.
Use Cases
Here are some different ways DUL library staff can use our FAQ resource for:
- Troubleshooting e-resource access issues
- Adding it to new staff orientation packets
- Referring to it for current information on access changes
Where do we go from here?
We have a maintenance plan to update our FAQs. Amelia and I plan to review our FAQ list every six months. We will also keep adding new FAQs and updating the current ones when needed throughout the year.
Where can you find it?
You can find the E-Resource Access FAQs at Electronic Resources & Serials Acquisitions – Collections Services.