Hi Sarah
I think it is very much a 'belt and braces' issue when you are trying to get information out to your users re e-resources.
On-screen instructions whether in your A-Z or elsewhere are a good starting point - even if your users don't read them you can refer them back to them.
Leaflets, webpages, comprehensive user guides, all good. Again, they might not be read but they are there!
Training / helpdesk queries - yes. And if you can keep a log of FAQs, so much the better.
As for those who do not read your information and will not ask for help, the problem there is not just that there are users who are having issues finding e-resources, but also if they are not visible, you never really know what the problem is!
I don't think you're going wrong at all if you are covering all the bases already. You're probably offering those who are ready to buy-in to e-resource provision a great service, and some people will not engage no matter what you do.
Best
Louise
-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Taylor, Sarah
Sent: 10 March 2014 15:32
To: [log in to unmask]
Subject: [lis-e-resources] Helping users access resources
Hi all,
I wonder if I might tap into the collected wisdom on this list and ask about ways in which you assist users in accessing electronic resources, specifically how success these methods are.
Here at Bolton we employ a variety of techniques to try to get across access information to our users: on-screen instructions, leaflets, more comprehensive database guides, face-to-face instruction in the form of inductions/study skills sessions and the like and of course dealing with queries at the desk. We think we've made a lot of improvement to the information we give our users about accessing resources, i.e. what do to off-campus, that type of instruction, rather than how to actually interrogate databases and use information. I know this is all linked, but seems arbitrary when our users claim not to be able to access them at all! The upshot of all this is that I am aware of some users who for whatever reason don't ask for help when they need it, get stuck, and become completely disillusioned with the entire concept of an electronic collection.
So I think we must be going wrong somewhere! What have people found to be successful means of imparting information about accessing electronic resources? Or is it a case of there never being enough of the 'right'
information?!
Thanks in advance.
Best wishes,
Sarah
Sarah Taylor
Electronic Resources Librarian
The Peter Marsh Library
University of Bolton
Deane Road
Bolton
BL3 5AB
01204 903099
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