Differences

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--- known_issues_with_accessing_e-resources [2017/11/20 19:27]
cturner
+++ known_issues_with_accessing_e-resources [2019/06/10 12:16] (current)
jmulvaney [Response Best Practices]
@@ 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 =====
+  * **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.
   * 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 dbhelp, look up the person's NetID/email and respond to them by name. In Outlook you can do this by selecting the "To" button, scrolling down and choosing UMass Amherst Directory, and pasting the NetID in the search field.
+  * Keep templates of common responses in the dbhelpm drafts folder and copy the text into response messages. Any one of us can create and save new ones, or use and modify the existing ones for specific responses.
   * When responding with a link to a subscription or acquired resource, provide the most persistent link available. If the resource is available in the website Collections and Databases directory, provide the website link to that resource, e.g.  [[Web of Science|http://www.library.umass.edu/cgi-bin/iww/ndluse.cgi?uuid=c06dc4f6-d2eb-102a-9080-001143eb18be]].
   * When responding with a link to the resources native interface, prepend the proxy prefix (http://silk.library.umass.edu/login?url=) so on and off-campus users can get to the resource, e.g. [[http://silk.library.umass.edu/login?url=http://xlink.rsc.org?journal_code=CC&genre=journal|Chemical Communications from the Royal Society of Chemistry]]