Electronic resources, Troubleshooting, Training, Academic library
In the various jobs I have held, most of them library-related, customer service has been a part of them all. I decided to apply a customer service-based approach to electronic resources as the Electronic Resources Manager at the University of Denver Libraries (DU). In order to implement a customer service-based approach with a larger staff, a standardized training procedure was necessary.
Brown, Jennifer Everson, "Rethinking the Troubleshooting Model" (2018). University Libraries: Staff Scholarship. 1.
This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Electronic Resources Librarianship on May 19, 2019, available online: http://www.tandfonline.com/10.1080/1941126X.2019.1593416.
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