Making It Look Easy: Maintaining the Magic of Access

Samples, Jacquie; Healy, Ciara

doi:10.1080/00987913.2014.929483

Cited by 14 publications

(12 citation statements)

References 12 publications

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“…Samples and Healy (2014) go so far as to assert that libraries' troubleshooting "solutions and successes are all related to staffing" (p. 109). Carter and Traill (2017) note that implementing a web-scale discovery system brings with it "a larger number of potential failure points among the variety of interoperating systems" and therefore requires reconfiguring workflows and staff configurations around new troubleshooting challenges (pp.…”

Section: Literature Reviewmentioning

confidence: 99%

Tools for troubleshooting: Which ones and what for

Heaton¹

2018

Journal of Electronic Resources Librarianship

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Section: Literature Reviewmentioning

confidence: 99%

Tools for troubleshooting: Which ones and what for

Heaton¹

2018

Journal of Electronic Resources Librarianship

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“…A growing body of literature addresses various aspects of electronic-resource troubleshooting (e.g., Carter & Traill, 2017;Rathmel, Mobley, Pennington, & Chandler, 2015;Samples & Healy, 2014). In contrast, as mentioned above, research on user satisfaction with the tools used in troubleshooting is sparse.…”

Section: Literature Reviewmentioning

confidence: 99%

Troubleshooting personnel's satisfaction with software tools

Heaton¹

2018

Journal of Electronic Resources Librarianship

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An exploratory survey of midsize land-grant institutions in 2016 investigated factors that were potentially correlated with how satisfied library personnel were with the software tools they used in electronic-resource troubleshooting. Although the study was very small in scale, it found that troubleshooting personnel at responding libraries are generally satisfied with the tools they use, with no apparent correlation with the area of troubleshooting activity to which the tool is applied, whether the tool is also used by non-troubleshooting personnel at the institution, or whether the tool was evaluated prior to implementation. The data weakly suggested that satisfaction was positively correlated with whether troubleshooting personnel were involved in the decision to implement the tool and negatively correlated with the length of time the tool has been in use.

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“…(Davis, Malinowski, Davis, MacIver, Currado & Spagnol , 2012), "Boulevard of Broken Dreams" (Donlan, 2007 ),"Why Can't Students Get the Sources They Need?" (Mann & Sutton, 2015), and "Maintaining the Magic of Access" (Samples & Healy, 2014). Studies investigating linking rates have found error rates ranging from 2% to nearly 40% (Collins & Murray, 2009;Mann, 2015;Trainor & Price, 2010;Wakimoto, Walker, & Dabbour, 2006).…”

Section: Literature Reviewmentioning

confidence: 99%

“…In the end, both surveys revealed a need for increased proactive and improved reactive troubleshooting. In fact, Samples and Healy (2014) noted the "current state of electronic resource troubleshooting is almost entirely reactive and often unevenly coordinated," and there is "a need for libraries to develop best practices for troubleshooting electronic resources" (p. 114). With those goals in mind, both surveys suggested taking advantage of established tools, developing workflows, and providing training to both primary troubleshooters and front-line staff who may initially receive problem reports.…”

Section: Troubleshooting In Librariesmentioning

confidence: 99%