Add examples of typical and not-so-typical problems here
Presentation docs perhaps of interest:
- 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
Blocked netID
Alumni access
Vendor site problems
User gets vendor login or "buy this" result:
- Content not part of subscribed materials
- Payment problem
EZ-Proxy issue
multi/single site issue
Problem Traffic
Baseline productivity: Examine Jan-March 2013 traffic - Number reports, estimated related e-mails, word cloud?, nature of issues.
Columbia :: January-March 2013
- 244 e-Resource Problems submitted to e-resource problem reporting alias cul-eproblem@columbia.edu
- 91 January
- 73 February
- 80 March
- Word Cloud: Top 25 E-Resource Problem Topics (.pdf)
- Subjects/Broad Types of Problem Reports (.xls)
Cornell :: January-March 2013
- 251 Problem Reports to LIBIT-L and selected reports to ERLM-L
- 105 January
- 71 February
- 75 March