ERIC Number: EJ1227566
Record Type: Journal
Publication Date: 2019
Abstractor: As Provided
E-Resources Troubleshooting and User Support at a Primarily Distance Learning/Online Higher Education Institution: Current Practice and Future Considerations
Coogan, John F.
Journal of Electronic Resources Librarianship, v31 n3 p180-188 2019
Resolving user access issues is inherent in managing electronic resources in libraries. The University of Maryland University College (UMUC) Library, situated within a predominantly distance learning-centered institution, has developed a series of web-based technical help pages to facilitate resolution of typical issues reported by its approximately 80,000 students located worldwide. The author details the types of support resources the library makes available to its users and discusses new technologies that may improve authentication, identity management, and communication with users.
Descriptors: Access to Information, Users (Information), Information Management, Technical Support, Troubleshooting, Distance Education, Academic Libraries, Electronic Libraries, Web Sites, Universities, Nontraditional Students, Computer Mediated Communication, Computer Security
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Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education; Postsecondary Education
Authoring Institution: N/A
Identifiers - Location: Maryland