Differences

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--- known_issues_with_accessing_e-resources [2017/11/20 19:44]
cturner
+++ known_issues_with_accessing_e-resources [2019/06/10 12:15]
jmulvaney [Troubleshooting Electronic Resources Access Problems]
@@ Line 1: / Line 1: @@
 ====== Troubleshooting Electronic Resources Access Problems ======
-Common problems reported through various channels, including E-Resource Access Help (dbhelp@library.umass.edu), and their solutions are documented here.
+Common problems reported through various channels, including E-Resource Access Help (dbhelp@umass.libanswers.com), and their solutions are documented here.
 ===== Broken link report from umass instance =====
@@ Line 10: / Line 10: @@
   * If the Target URL link does not work, look at the [[http://alcme.oclc.org/openurl/docs/pdf/openurl-01.pdf|OpenURL]] and pull out the journal title, volume/issue/year, article author and article title. See if you can navigate to the article starting from the [[http://sfxhosted.exlibrisgroup.com/umass/az/|Journals A-Z list]]. If you can navigate to the article, send the user the article URL and PDF. If you cannot get to the article, direct the user to our [[http://www.library.umass.edu/services/borrowing/interlibrary-loan-and-document-delivery/|ILL service]].
   * Sometimes the OpenURL only contains a PubMed ID, which is at the end of a string like "sid=Entrez%3APubMed&id=pmid%3A28984760". To find the citation for this, go to [[http://www.library.umass.edu/cgi-bin/iww/ndluse.cgi?uuid=c06d9a6c-d2eb-102a-9080-001143eb18be|Pubmed]] and put the PubMed ID # - everything after the capital A - in the search box, e.g. "28984760". This will give you the citation from which to trace journal and article using the [[http://sfxhosted.exlibrisgroup.com/umass/az/|Journals A-Z list]].
+  * Alternatively, you can attach the prefix, "http://sfxhosted.exlibrisgroup.com/umass?" at the beginning of the 'OpenURL:' text, beginning with whatever is after the colon, such as "genre..." in the example below, then 'search' in Firefox, etc. This will create a URL for the SFX menu, complete with citation information.
+  * If the full-text of an article is not available, provide the user with a link to our ILL/Document Delivery service, https://www.library.umass.edu/ill/, and suggest that they request the article.
 ===== User can't connect to a specific resource =====
@@ Line 44: / Line 45: @@
   * If you're using Firefox, go to Tools > Options > Applications > Category - Adobe Acrobat Document > and select the version of Acrobat Reader you're using.
-===== Best Practices =====
+===== Response Best Practices =====
   * See new dbhelps in your personal email account, but respond to them from the dbhelpm account. This ensures the thread is maintained in a central account, rather than tucked away in a personal account. If a thread goes on over several days and between different people covering dbhelpm, the context and history are available to all.
   * When responding to a message from dbhelpm, copy dbhelpATlibrary.umass.edu so all on list can see that message has been responded to from their personal accounts.