Strengthening Electronic Resource Competencies: A Structured Approach.

Front-line staff, including reference librarians and student assistants, are the first source of support for the library's electronic resource users but are rarely trained to resolve electronic resource problems. This paper details the University of Toronto Library's efforts to identify common points of electronic resource failure and the competencies to resolve those failures, and then to translate those findings into a training program grounded in experiential learning techniques that succeeded in increasing the confidence of public service staff when troubleshooting electronic resource problems. [ABSTRACT FROM AUTHOR]