Troubleshooting Electronic Resource Problems Reported by Students

Although my job title is user experience librarian, I help out quite a bit with managing electronic resources in my library. Over the past few years, I’ve gone down deep in the weeds countless times trying to figure out what went wrong when a user reported being unable to access an electronic resource. Some times it’s just one article, some times it’s an entire database. The possible points of failure (or confusion) for the user are many. Here’s an exhaustive list (for me, at least) of what commonly goes wrong for our users.

user names and passwords

  • entering the wrong user name and/or password (e.g., typos, misremembered logins, etc.)
  • not knowing what their user name and password is
  • not realizing that the resource requires you to create your own username and password
  • trying to access the resource by going straight to the resource via web search instead of using library’s link (that goes through some sort of authentication system)
  • user has logins for more than one institution in a consortium and uses the wrong one

authentication systems

  • trying to access the resource by going straight to the resource via web search instead of using library’s link (that goes through some sort of authentication system)
  • resource hasn’t been listed correctly in the authentication system (URL for the resource has changed)
  • resource requires some new special set up in the authentication system
  • user is from another library (that may be part of a local or state consortium) but doesn’t realize that resource is strictly limited to users at that specific library
  • authentication system is blocked by firewall/security settings on user’s computer or network

browsers

  • database requires specific browser (often Internet Explorer)
  • browser settings need to be changed to allow for specific functionality in the resource

licensing issues

  • user is now an alum and doesn’t realize off-campus access is now gone
  • license doesn’t allow walk-ins and/or alumni to use database

problems caused by the vendor

  • resource is down for all subscribing institutions
  • database is searchable but full text links no longer working
  • vendor has mistakenly shut down access for the library
  • vendor has intentionally shut down access for the library because of suspicious use or expired license
  • vendor hasn’t communicated changes in its holdings to services that rely on that information (such as knowledgebases that help libraries keep track of online journal access)
  • database has agreed to an unusual restrictive license from a publisher whose content is aggregated (e.g., EBSCO and Harvard Business Review)
  • library has cancelled subscription but forgot to remove all links to it on their website, catalog, discovery layers, knowledgebases, etc.

availability options

  • user doesn’t notice the full text links on a record
  • user unaware of interlibrary loan as a service option
  • user has found content that isn’t part of a library’s subscription in a database
  • user unaware that resource might be available elsewhere as open access (e.g., in an institutional repository, on the author’s website, etc.)
  • user has found book or periodical record in the catalog but doesn’t recognize that the resource is print only

out of date info in knowledgebases

  • library has incorrectly listed a resource as something that is subscribed to
  • journal publisher or database publisher hasn’t communicated to the knowledgebase vendor changes in holdings (I’m looking at you Gale)
  • knowledgebase vendor hasn’t yet updated their system with latest info from journal publishers or database vendors

OpenURL linking

  • database where citation-only record was first found failed to create a properly formed OpenURL
  • database that the link resolver menu sent the user to is unable to properly interpret incoming OpenURL
  • user didn’t notice link resolver option in the database (usually labeled locally as “Find it at [name of institution]”)
  • user didn’t understand what to do in the link resolver menu

URLs

  • user is trying to re-visit a URL saved from a previous session (instead of using a permalink)
  • permalink that the user got from the database results previously didn’t include URL syntax that would route it through the library’s authentication system
  • permalink that the professor put on the course website or the learning management system isn’t proxied

problems specific to ebooks

  • user expected full book could be downloaded
  • user didn’t realize complexity of getting started (such as registering for an Adobe ID)

problems specific to articles

  • user has a found a short article but mistakenly believes it’s not the whole article