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.