Promoting a Service Culture across Technical and Public Services: Lessons from Electronic Resource Access (ERA) Troubleshooting and Support
This session explores the public and technical services nexus from the viewpoint of electronic resource access (ERA) support. The presenter considers competencies for delivering effective ERA support, including recent research that suggests communication and referral skills fostered in reference work may rank more highly than technical skills alone. In addition, the presenter will consider the importance of triage and communications planning for managing expectations of library personnel and shaping user needs.
Association of College and Research Libraries Annual Conference (ACRL)
Mortimore, Jeffrey M..
"Promoting a Service Culture across Technical and Public Services: Lessons from Electronic Resource Access (ERA) Troubleshooting and Support."
Library Faculty Presentations.