Journal of Electronic Resources Librarianship
Taylor & Francis
A small group of midsize land-grant institutions in the western United States responded to a survey on what tools they used for troubleshooting, what activities they accomplished using the tools, and who performed their troubleshooting. Most respondents use subscription-manager administration tools, email programs, electronic resource management systems, and ticket trackers, but many other software programs are each used at a small number of institutions. Most tools support multiple troubleshooting activities, and most troubleshooting activities are supported by multiple tools. Most libraries have slightly more paraprofessionals than faculty with some troubleshooting responsibility, but nearly all have at least one of each.
Robert Heaton (2018) Tools for troubleshooting: Which ones and what for, Journal of Electronic Resources Librarianship, 30:1, 9-26, DOI: 10.1080/1941126X.2018.1443903