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Monday, April 3 • 4:30pm - 5:15pm
S034 - Looking for Trouble (Tickets): Developing A Standard Vocabulary to Support Data-Driven Communication about E-Resource Access Problems

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University of Maryland, College Park librarians studied a sample of e-resource problem reports (trouble tickets) to understand the problems reported, develop best practices, and compare results with other institutions. Presenters will describe using the study results to improve troubleshooting and lead discussion on establishing shared vocabulary for e-resource access problems.

avatar for Rebecca K Goldfinger

Rebecca K Goldfinger

University of Maryland, College Park
Rebecca Kemp is Continuing Resources Librarian at University of Maryland, College Park. She has served as a continuing resources librarian since 2004, has served on national library association committees, and has participated in a variety of state and national conferences.
avatar for Mark Hemhauser

Mark Hemhauser

Head of Acquisitions, University of California, Berkeley

Monday April 3, 2017 4:30pm - 5:15pm CDT
Room 204