Developing an Interdepartmental Training Program for E-Resources Troubleshooting

The purpose of this article is to show how analysis of historical data from reported e-resources access problems at the Georgia State University Library was employed to improve the format and quality of future access problem identification and reportage and to create training for public services staff. The goal of the training was to provide front line staff at public service points with an appropriate level of knowledge, enabling them to either resolve basic issues with patrons in real time, or to report critical information effectively to others, thereby ensuring faster and more accurate problem resolution. The authors discuss the development, delivery, and impact of this ongoing training.