Where Do Our Problems Lie?: Comparing Rates of E-Access Problems Across Three Research Institutions

Abstract

In order to build upon the research of Brett, the author categorized over three hundred e-resources troubleshooting tickets at The University of Alabama Libraries into a coding scheme originally created by Goldfinger and Hemhauser with the goal of cross-comparing the results with that of two other research libraries. The results of the analysis shed light upon the most commonly reported types of problems among the three institutions, and patterns emerged that could be indicative of industry-wide concerns. The author also developed a more specific, local classification schema in order to identify areas in which local solutions could be implemented to improve user experience.     

飞机排故专家系统的EASERVER三层结构设计

针对航空公司维修部门及其维护信息库多而分散的特点,提出了一种基于EASERVER应用服务器的C/A/S三层软件结构解决方案,该方案作为飞机排故专家系统,优化了专家系统的软件结构,避免了硬件升级,并节省了费用。采用不可视对象和DATAWINDOW结合处理技术,满足了专家系统对大量数据处理和数据共享的要求。     

Reports of Conferences,Institutes, and Seminars

Abstract

This column covers several conference sessions from the 14th annual Electronic Resources & Libraries Conference, providing guidance on how to navigate ebook duplication, improving documentation and workflows, implementing OpenAthens, and experiences with Project SILLVR (Streaming Interlibrary Loan Video Resources)and knowledge bases and related tools (KBART) automation. There is also a report from IFLA’s SIG Library Publishing Mid-Term meeting, which was an ideological meeting in nature, discussing community building, resource sharing, and status updates. A report from the 2018 Charleston Conference is also included.     

Identifying and Troubleshooting Link-Resolution Issues with ILL Data

Troubleshooting when a link resolver goes wrong can be difficult as it usually relies on the user to report the problem. Using data on interlibrary loan requests that have been cancelled because the materials are available online is one way that libraries can examine where link resolvers may be failing. For the 2012/2013 school year, the Samford University Library looked at this cancelled interlibrary loan request data to determine where their new link resolver and knowledgebase needed further customization to improve the user experience. This process not only identified a number of problems all along the link resolution chain, but it also put in place an ongoing process for identifying and troubleshooting link resolution issues in the future.     

Open forum on acquisitions research and statistics: ALA Midwinter,Washington, DC,February 17, 1997

ABSTRACT

A number of libraries respond to e-resource access problems by using trouble ticketing systems that track the initial problem report (trouble ticket) along with related correspondence and resolution. University of Maryland, College Park librarians undertook a study of a random sample of e-resource problem trouble tickets to (a) understand the nature of problems reported and the degree of success with which Acquisitions troubleshooting staff were able to meet users' access needs, (b) develop best practices for troubleshooting, and (c) compare University of Maryland results with those of other institutions that have conducted similar studies. While the results suggest recommended local best practices for University of Maryland troubleshooting staff, comparing results across institutions was problematic because of lack of shared vocabulary for e-resource access problem types.     

松下2188彩电开关电源工作原理及其常见故障的检修--彩色电视机维修技术研究之三

文章简述松下2188彩电开关电源的工作原理,分析该电源电路的工作特点,在此基础上介绍该电源常见故障的检修方法,并给出维修实例。     

The New AskTech: Implementing a Ticketing System Platform for Technical Services Resource Troubleshooting

Abstract

Duke University Libraries’ Technical Services department recently completed a project to transition AskTech, its resource troubleshooting support service, from working over email to working within a ticketing system platform. The team responsible for this transition examined the flaws in the existing system and searched among alternative systems before ultimately deciding on the Spiceworks platform. Over the course of several months, the team successfully set up the system, tested it, trained Technical Services staff in its use, and moved the service to the system. Technical Services is currently using this system for over 150 tickets per month.     

The Triumvirate: Effective Communication Across Publisher,Library, and Discovery Channels

Abstract

In examining data transfer challenges from both librarian and publisher perspectives, this article based on a NC Serials Conference presentation calls for proactive industry communication across publisher, library, and discovery service channels. The authors discuss the importance of collaborative communication across the industry.