Link resolver failures, erroneous URLs, EZproxy configuration errors and inaccurate metadata in e-resource records are commonplace problems reported by users in pursuit of e-resource access. This presentation describes the categorisation and analysis of data generated from the troubleshooting process over the period of an academic year. The process is designed to be pre-emptive, seeking to anticipate e-resource problems that users may encounter, and productive, providing insight to inform user instruction and trigger mechanisms to create enhanced electronic access for users. Geraldine O Beirn, Queen’s University Belfast

1. Trouble(shooting) with a capital T
how categorizing and analysing eresource problems can be
pre-emptive and preventative
Geraldine O Beirn
electronic resources librarian

4. organisation
structure

5. why bother?
• proactive approach
• real life problems
• learning mechanism
• increase transparency

6. data sources
• SiteHelpdesk
• email
• LibAnswers
• phone
• Social Media
• walk in

7. categories

8. categories

9. data analysis

11. who reports problems?

18. user problem
• information literacy
• licensing & restrictions
• browser

19. information literacy
user problem

20. information literacy
user problem

21. information literacy
user problem

22. information literacy

23. licensing & restrictions

24. user problem
licensing & restrictions

25. browser
user problem

26. system
• discovery
• library catalogue
• link resolver

27. discovery
system

28. discovery
system

29. Library catalogue
system

30. link resolver
system

31. link resolver
system

32. vendor

33. authentication

34. metadata

35. subscription

36. excessive download

37. ezproxy

38. pre-emptive and preventative
• problem knowledge base
• improved communication
 Social Media
 LibGuides
 LibAnswers
• increased transparency

39. problem knowledge base

40. improved communication - Social Media

41. LibGuides

42. LibAnswers

43. increased transparency

44. "The devil
is in the
detail"

45. Bibliography
BROWNING, S., 2015. Data, data, everywhere, nor any time to think: DIY analysis of e-resource access problems.
Journal of Electronic Resources Librarianship, 27(1), pp. 26-34.
DAVIS, S., MALINOWSKI, T., DAVIS, E., MACIVER, D., CURRADO, T. and SPAGNOLO, L., 2012. Who ya gonna call?
Troubleshooting strategies for e-resources access problems. The Serials Librarian, 62(1-4), pp. 24-32.
GOLDFINGER, R.K. and HEMHAUSER, M., 2016. Looking for Trouble (Tickets): A Content Analysis of University of
Maryland, College Park E-Resource Access Problem Reports. Serials Review, 42(2), pp. 84-97.
HART, K.A. and SUGARMAN, T.S., 2016. Developing an Interdepartmental Training Program for E-Resources
Troubleshooting. The Serials Librarian, 71(1), pp. 25-38.
PESCH, O. (2009). ERMs and the e-resource life-cycle [PowerPoint slides]. Retrieved from
http://tinyurl.com/ERLifeCycle
SMITH, K., 2016. Managing Electronic Resource Workflows Using Ticketing System Software. Serials Review, 42(1),
pp. 59-64.

46. Photos
Photo by Sindre Aalberg on Unsplash https://unsplash.com/photos/mEr7U5yfYt8
Photo by Michael Aleo on Unsplash https://unsplash.com/photos/OsdgZG1byTk
Photo by Alex Kotliarskyi on Unsplash https://unsplash.com/photos/QBpZGqEMsKg
Photo by Roman Kraft on Unsplash https://unsplash.com/photos/WUvBROPOsuo
Photo by Hanson Lu on Unsplash https://unsplash.com/photos/Fk2gTUgnKng
Photo by Bruce Mars on Unsplash https://unsplash.com/photos/xj8qrWvuOEs
Photo by Emily Morter on Unsplash https://unsplash.com/photos/8xAA0f9yQnE
Photo by Simson Petrol on Unsplash https://unsplash.com/photos/XFUqd0u5U7w
Photo by Annie Spratt on Unsplash https://unsplash.com/photos/fL5xqqoUVF0