Publication Date


Document Type



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.

Copyright Statement / License for Reuse

Creative Commons Attribution 4.0 International License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Publication Statement

This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Electronic Resources Librarianship on May 19, 2019, available online: