Core Competencies for Electronic Resource Access Services

Resnick, Taryn

doi:10.1080/15424060902932185

Cited by 14 publications

(20 citation statements)

References 38 publications

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“…The authors have been key participants in the Texas A&M University (TAMU) Libraries ERs access problem-reporting and resolution service since May 2006. This experience resulted in three previous publications, which provided the foundation for this report (Resnick et al, 2008;Resnick and Clark, 2009;Resnick, 2009). The research presented here further explores many of the issues raised in these three earlier publications and builds upon, deepens, and expands this previous research, as detailed below.…”

Section: Introductionmentioning

confidence: 59%

“…Given that the much larger pool of first-line VR responders at both the professional and the paraprofessional levels is generally able to either handle ER problems successfully or refer them appropriately, the question then arose: What is required in terms of staff background and training to provide effective electronic access support? To provide an answer to this question, the authors, building on research presented in an earlier publication (Resnick, 2009) here, report results from an expanded study that includes examination of a larger data set, the result of a representative sample of 30 percent (296) of access problems reported in VR over a 12-month period. In addition, an equivalent number of problems logged into the ER HelpDesk for a 12-month period were also examined and compared against access problems reported in VR.…”

Section: Introductionmentioning

confidence: 99%

“…This question was partially addressed by Resnick (2009) in an article exploring the identification of core competencies necessary to consistently and effectively respond to ER access issues in a large academic library system. In summary, the author drew upon extensive involvement with TAMU Libraries' resource access support to develop a list of 12 core competencies required for successfully investigating and resolving ER access problems (Table I).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

E‐resource helpdesk into virtual reference: identifying core competencies

Resnick

Ugaz²,

Burford³

2010

Reference Services Review

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Purpose -The purpose of this paper is to determine core competencies, for use as a foundation for staffing and training, and necessary to provide effective electronic resource (ER) access support. Design/methodology/approach -The authors analyzed 580 ER access problem reports in a large academic library system to measure the specific skill(s) required for effective problem resolution. Problem reports were drawn equally from two different reporting systems: one using web forms and e-mail and the other featuring real-time user interaction. Findings -Abilities fostered in reference work related to communication with users, staff, and vendors were by far the most crucial and highly used in successful problem solving, followed by the knowledge to make appropriate referrals within the organization. Research limitations/implications -Results reported are from one institution, albeit one which serves a very large user population with diverse information needs which provided a broad range of users and problem types. Practical implications -Staffing for an access support service should draw upon employees whose skill set includes assisting users with more traditional information access, such as reference, as well as employees with expertise in areas such as licensing. Originality/value -Resolving user-reported online access issues is a mission-critical library service function. The paper offers an objective demonstration that the skills leading to success in access support are the same communication skills valued in reference services and that the mechanism used for providing a virtual reference service can also be used for handling user-access problems. Identifying and ranking these skills provides structure and best practice standards for continuous training and staff assessment.

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Section: Introductionmentioning

confidence: 59%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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E‐resource helpdesk into virtual reference: identifying core competencies

Resnick

Ugaz²,

Burford³

2010

Reference Services Review

Self Cite

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“…In addition to Perkins' strategies, Davis et al (2012) suggested technology tools for staff (e.g., to replicate and report an issue), tracking reported problems, building a solutions knowledge base, understanding authentication and OpenURL linking processes, and creating a single-point-of-contact (e.g., a departmental email) to receive information from vendors, staff, and patrons. Resnick (2009) relied on experience and the data from problem logs (n=133) to identify 12 core competencies for troubleshooting. The 12 competencies fell into the categories of communication, technical knowledge, and resource management.…”

Section: Troubleshooting Skills and Knowledgementioning

confidence: 99%

Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment

Carter¹,

Traill²

2017

Journal of Electronic Resources Librarianship

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“…"Who Ya Gonna Call? Another interesting article discusses the core competencies electronic resources staff need to resolve access problems effectively (Resnick, 2009). Another interesting article discusses the core competencies electronic resources staff need to resolve access problems effectively (Resnick, 2009).…”

Section: Literature Reviewmentioning

confidence: 99%

Data, Data, Everywhere, nor Any Time to Think: DIY Analysis of E-Resource Access Problems

Browning¹

2015

Journal of Electronic Resources Librarianship

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Auraria Library is a busy library with a growing electronic resources collection and a rather homegrown approach to electronic resource troubleshooting. Without a full-time position dedicated to access issues such as broken links, URL resolver problems, off-campus access issues, and network outages, troubleshooting is the responsibility of a small team of library staff who are otherwise busy with their respective primary job duties. The team is fundamentally reactive without much time to do more than resolve immediate access problems. Researching, purchasing, and implementing troubleshooting tracking software or overhauling the troubleshooting workflow would require more time and resources than the team could offer. Even if the team had the resources to implement a new system, it would be difficult to know how to change the workflow to create more efficiency because there were no data about how efficiently the team was working or what kinds of issues they were resolving. The team recognized that vast amounts of data about the nature of access issues, and data about the team itself, were being collected in the problem reports to which the team responded. Two members of the team decided to analyze the problem reports in detail through a simple process in order to assess the functionality of the troubleshooting team and answer some fundamental questions about the nature of Auraria's access problems. The two-person team also suspected that understanding the problem reports more deeply would lead to improvements in current troubleshooting methods. Better understanding would allow the team to be more proactive and to get ahead of electronic access issues before they were reported.

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Core Competencies for Electronic Resource Access Services

Cited by 14 publications

References 38 publications

E‐resource helpdesk into virtual reference: identifying core competencies

E‐resource helpdesk into virtual reference: identifying core competencies

Essential skills and knowledge for troubleshooting e-resources access issues in a web-scale discovery environment

Data, Data, Everywhere, nor Any Time to Think: DIY Analysis of E-Resource Access Problems

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