When working with the patron:
- Find out how the patron is trying to access the resource. Verify that it is from a university link (our homepage, a research guide) not an open web search.
- If the patron is using a link from Canvas, verify it's not out of date/inaccurate.
- Find out exactly what the patron is trying to access (A database? An article from a search results screen?)
- Is there an error message? If so, what does it say? Error messages can point you in the right direction to solve the problem. A screenshot of the error message can be very helpful in troubleshooting.
- Can you get to the resource? If so, what is different? (Is the patron off-campus? Using a different browser?)
- Is there another way to get to the item? (Journals by Title?)
- Fulfill the patron's need. Supply the item if you can access it. If not, suggest another resource.
- Once the patron has what they need, if the issue needs reporting send an email (firstname.lastname@example.org). Include "Library" in the subject line (this ensures both e-resources & systems see the problem) and include the patron's email address if s/he would like a follow-up email.