====== Procedures for Reporting Access and Functionality Problems with Electronic Resources ======

**Who:** Service points staff or patrons experiencing access or performance problems with electronic content (e-journals, e-books, streaming files, databases, etc.)
                
**How to report:** send email to [[dbhelp@umass.libanswers.com]]

**Information to include** from service points staff or patron for e-resources staff. If you are receiving a report from a patron, please ask them to send us this information: 

  * title of resource in question
  * who is making report, including contact information (also true of referrals from LibAnswers)
  * how did user get to that resource, ie. library web page, LibGuide, OPAC, WCL, SFX/UMLinks, bookmark, database, etc.
  * is user on campus or off?
  * What browser and operating system is in use?
  * nature of problem, e.g. blank screen, prompted for login, holding statement inaccurate, downloading problem. Error messages and screen shots are helpful.
**
Why is this important?**
  * Helps us know what resources or tools are problematic for our users and how much time to allocate to maintenance.
  * Informs purchase/renewal decisions when problems with publisher or platform are consistent or ongoing.
  * Ultimately improves the users’ experience with connecting to our electronic collections

**Coverage**, BUT //we'll respond to reports submitted at ANY time//:
  * Mondays - Fridays, 9:00-ish - 5:00-ish, including holidays when library is open
  * Nancy Washburn, Judy Rohan, Scott Stangroom, cover specific days and serve as backup for each other.
  * See dbhelp coverage calendar  on Libwire/Calendars & Meeting Rooms/ Staff calendar: dbhelp -  http://intranet.library.umass.edu/intranet/eventscalendar/calendar_view.cfm?MenuID=9&CategoryID=34&view=mo&tabidx=1


--- //[[stangroom@library.umass.edu|Primary contact: Scott Stangroom]]//