Library Faculty Presentations


Promoting a Service Culture across Technical and Public Services: Lessons from Electronic Resource Access (ERA) Troubleshooting and Support

Document Type

Conference Proceeding

Publication Date



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 & Research Libraries Annual Conference (ACRL)


Baltimore, MD