Procedures for Reporting Access and Functionality Problems with Electronic Resources
Who: Service points staff or patrons experiencing access or performance problems with electronic content (e-journals, e-books, streaming files, databases, etc.)
How to report: send email to dbhelp@umass.libanswers.com
Information to include from service points staff or patron for e-resources staff. If you are receiving a report from a patron, please ask them to send us this information:
- title of resource in question
- who is making report, including contact information (also true of referrals from LibAnswers)
- how did user get to that resource, ie. library web page, LibGuide, OPAC, WCL, SFX/UMLinks, bookmark, database, etc.
- is user on campus or off?
- What browser and operating system is in use?
- nature of problem, e.g. blank screen, prompted for login, holding statement inaccurate, downloading problem. Error messages and screen shots are helpful.
Why is this important?
- Helps us know what resources or tools are problematic for our users and how much time to allocate to maintenance.
- Informs purchase/renewal decisions when problems with publisher or platform are consistent or ongoing.
- Ultimately improves the users’ experience with connecting to our electronic collections
Coverage, BUT we'll respond to reports submitted at ANY time:
- Mondays - Fridays, 9:00-ish - 5:00-ish, including holidays when library is open
- Nancy Washburn, Judy Rohan, Scott Stangroom, cover specific days and serve as backup for each other.
- See dbhelp coverage calendar on Libwire/Calendars & Meeting Rooms/ Staff calendar: dbhelp - http://intranet.library.umass.edu/intranet/eventscalendar/calendar_view.cfm?MenuID=9&CategoryID=34&view=mo&tabidx=1
