Journal of Electronic Resources Librarianship
Taylor and Francis Online
An exploratory survey of midsize land-grant institutions in 2016 investigated factors that were potentially correlated with how satisfied library personnel were with the software tools they used in electronic-resource troubleshooting. Although the study was very small in scale, it found that troubleshooting personnel at responding libraries are generally satisfied with the tools they use, with no apparent correlation with the area of troubleshooting activity to which the tool is applied, whether the tool is also used by non-troubleshooting personnel at the institution, or whether the tool was evaluated prior to implementation. The data weakly suggested that satisfaction was positively correlated with whether troubleshooting personnel were involved in the decision to implement the tool and negatively correlated with the length of time the tool has been in use.
Robert Heaton (2018) Troubleshooting personnel's satisfaction with software tools, Journal of Electronic Resources Librarianship, 30:3, 119-130, DOI: 10.1080/1941126X.2018.1493977