Developing Staff Skills in E-resource Troubleshooting: Training, Assessment, and Continuous Progress

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Electronic resource troubleshooting is complex, sophisticated work that often falls to a very small number library staff, even in large institutions. Seeing a need to expand the group of staff capable of diagnosing and resolving e-resource access issues, librarians at the University of Minnesota Libraries developed a training program for E-Resource Management staff. The training program comprised a ten-part workshop, a post-workshop troubleshooting project using real-world examples drawn from user activity logs, ongoing meetings for continuous skill development, and assessment of participant knowledge levels at various stages of the training program. As a result, staff participants demonstrated an increased familiarity in troubleshooting skills and knowledge. This chapter describes the planning, design, and implementation of the training program and offers suggestions for how others might create their own training programs.
Original languageEnglish (US)
Title of host publicationReengineering the Library
Subtitle of host publicationIssues in Electronic Resources Management
EditorsGeorge Stachokas
Place of PublicationChicago
PublisherALA
Chapter13
Pages233-251
Number of pages19
ISBN (Electronic)9780838917480
ISBN (Print)9780838916216
StatePublished - 2018

Publication series

NameAn ALCTS Monograph

Keywords

  • electronic resources
  • Access problems
  • Troubleshooting
  • Training and development
  • Assessment

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