Where Do Our Problems Lie?: Comparing Rates of E-Access Problems Across Three Research Institutions.

In order to build upon the research of Brett, the author categorized over three hundred e-resources troubleshooting tickets at The University of Alabama Libraries into a coding scheme originally created by Goldfinger and Hemhauser with the goal of cross-comparing the results with that of two other research libraries. The results of the analysis shed light upon the most commonly reported types of problems among the three institutions, and patterns emerged that could be indicative of industry-wide concerns. The author also developed a more specific, local classification schema in order to identify areas in which local solutions could be implemented to improve user experience. [ABSTRACT FROM AUTHOR]