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known_issues_with_accessing_e-resources [2018/01/05 14:20] cturner |
known_issues_with_accessing_e-resources [2019/06/10 12:16] (current) jmulvaney [Response Best Practices] |
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| ====== Troubleshooting Electronic Resources Access Problems ====== | ====== 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 ===== | ===== Broken link report from umass instance ===== | ||
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| * 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]]. | * 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. | * 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, http://www.library.umass.edu/services/borrowing/interlibrary-loan-and-document-delivery/, and suggest that they request the article. | + | * 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 ===== | ===== User can't connect to a specific resource ===== | ||
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| ===== Response Best Practices ===== | ===== Response Best Practices ===== | ||
| + | * **This section is out of date as of the 6/10/19 Migration to LibAnswers for DBHelp** | ||
| * 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. | * 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. | * 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. | ||
