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Teaching Staff to Troubleshoot e-Resources: Practical processes to develop troubleshooting training

October 29 – 31, 2024

11:00 am – 1:00 pm (Central)

This workshop is hosted live over three consecutive days. Course Instructor asks that you reserve the listed hours for both live instruction and course exercises.

Ticket Cost: $190/ single ticket, $170/ group ticket 

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E-resource troubleshooting is a complex and time-consuming activity. With multiple systems and access pathways involved, effective problem-solving requires a sophisticated bundle of knowledge, skills, and tools. How can librarians and staff become effective and efficient troubleshooters? Through hands-on activities and group discussions, workshop participants will learn several practical approaches to documenting their e-resource access environment, systems, and troubleshooting methods, then create a framework for developing context-appropriate troubleshooting training.

Presenters will cover foundational troubleshooting concepts and tools and help participants understand how to apply those concepts and tools in their own discovery and access environments. Participants will also learn how to evaluate training effectiveness and strategies for practical reinforcement of troubleshooting techniques and skills.

The presenters work in an Alma/Primo discovery environment, but this workshop is intended to be system-agnostic. Participants will leave this session with frameworks to develop training specific to their own environments.

Following the workshop, participants will be able to: 

  • begin to document the current e-resource access environment, systems, and troubleshooting methods.
  • draft a framework for developing context-appropriate troubleshooting training.

AUDIENCE LEVEL: Intermediate

PARTICIPATION: Lectures with a mixture of individual reflection, group work, and discussion.

COURSE OUTLINE: To be shared with registered course attendees prior to the course start date.

What Past Course Participants Have Said

This was the best workshop I have participated in. They were clear, helpful, and so generous with all the supplementary material they provided us.
This workshop was fantastic and gave me a great framework to develop a course to not only teach ER staff but also front line troubleshooters.
Their content was great; the activities were useful, engaging, and well-organized. Really appreciate their efforts to bring this training to us!
I honestly felt supported and well-equipped at each stage of the workshop. So glad for the framework the course has given me.

Meet Your Course Instructors

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Sunshine Carter
Director, Collection Strategy & eResource Management
University of Minnesota Libraries

Sunshine Carter is the director for Collection Strategy & eResource Management at the University of Minnesota Libraries on the Twin Cities campus. She has been an Electronic Resources Librarian since 2005 in various capacities at both the University of Minnesota Twin Cities, and Duluth campuses. She received her MLIS from the University of California, Los Angeles. Sunshine is interested in collection development strategy and the ecosystem of e-resources from licensing to cancellation. She often presents on the topics of troubleshooting, licensing, post-cancellation access, and managing e-resources.

Learn more about Sunshine: https://www.lib.umn.edu/about/staff/sunshine-carter

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Stacie Traill
Discovery and Metadata Systems Lead
University of Minnesota Libraries

Stacie Traill is Discovery and Metadata Systems Lead at the University of Minnesota Libraries. Prior to her current role, she held positions as Metadata Analyst, Cartographic and Electronic Resources Cataloger, and Special Formats Cataloging Coordinator, also at the University of Minnesota. She holds an MLIS from the University of Wisconsin-Milwaukee. Stacie has worked extensively with electronic resources metadata and library discovery and management systems. She has frequently presented and published on related topics, including metadata analysis and management, e-book metadata quality, documentation techniques, and troubleshooting.

Learn more about Stacie: https://www.lib.umn.edu/about/staff/stacie-traill