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- Charleston Conference 2011: "From problem to Solution in E-resource Troubleshooting"
http://www.slideshare.net/smarcin/from-problem-to-solution-in-eresource-troubleshooting
Slides 5-14 show the "Nature of E-Resource Problems @ Columbia University"
And, following that, the presentation is full of example problem reports. - Charleston Conference 2012: poster session: "Patron Problems...Or Opportunities for Improvement?"
Types of problems:
License violation - excessive downloading, automated downloading, open proxy
- Who follows up, process, connection to IT