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.
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— Primary contact: Scott Stangroom