Little has been written on attempts to understand access disruption trends holistically, such as through help ticket analyses. In chapter 3 of Library Technology Reports (vol. 58, no. 7), “Overview of Common Issues and Symptoms,” we summarize the available library science literature studies and then describe the common points of failure within library discovery system components. We cover access issues originating from user error, personal devices, discovery systems, link resolvers, knowledge bases, central indexes, IP and VPN authentication, EZproxy, federated identity management, and more.
Author Biographies
Ashley Zmau
Ashley Zmau has more than ten years of academic library experience and is coauthor of Electronic Resources Librarianship: A Practical Guide for Librarians (Rowman & Littlefield 2018) and The Electronic Resources Troubleshooting Guide (ALA 2020). She is currently the technical services librarian at Noorda College of Osteopathic Medicine and was previously the electronic resources librarian at the University of Texas at Arlington and the electronic resources management librarian at Southern Methodist University.
Holly Talbott
Holly Talbott has more than seven years of experience with electronic resources and is coauthor of The Electronic Resources Troubleshooting Guide (ALA 2020) and Electronic Resources Librarianship: A Practical Guide for Librarians (Rowman & Littlefield 2018). She is currently the electronic resources librarian at Kent State University and was previously the electronic resources and licensing librarian at the University of Arizona Libraries.
