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The purpose of this paper is to seek to ascertain how many electronic resource troubleshooting LibGuides are in use and what level of support they tend to provide. LibGuides have become quite popular in academic libraries as a tool for subject and college liaison librarians to deliver library-mediated content to colleges and individual classes. Another promising area for their use is to provide electronic resource troubleshooting support to students and faculty, as well as to other library staff.

A sample of electronic resource troubleshooting LibGuides was obtained through a Google advanced search augmented by additional searches in the limited LibGuides community search utility. These LibGuides were selected according to a standard definition of troubleshooting and were analyzed for content on 36 support variables.

A relatively small number of LibGuides were located, and a thorough treatment of electronic resource access issues was present in only a limited number of the LibGuides found.

While some LibGuides may have gone undiscovered owing to an incomplete search strategy for discovery, subsequent efforts to find overlooked pages were mostly fruitless. The relatively small number of electronic resource troubleshooting LibGuides discovered coupled with their simplicity may indicate that the use of LibGuides platform in this capacity has not gained traction.

While there have been many case studies discussing the use of LibGuides as a subject and course guide platform, relatively few have explored the use of LibGuides outside of their traditional subject-focused implementation, and none have looked at LibGuides as a potential platform to aid in electronic resource access troubleshooting.

This study aims to report on a series of “essential audits” implemented by technical services personnel at Georgia Southern University to provide proactive troubleshooting of electronic resources.

These “essential audits” include bi-weekly link tests in the library’s A-Z database list, quarterly book and link asset tests in LibGuides and rolling authentication audits of link resolver records. Taken together, these techniques help to reduce access issues before they arise, improving overall provision of access.

Since implementing these “essential audits,” Georgia Southern has seen reductions in troubleshooting requests related to database-level authentication and access, as well as reductions in link-level troubleshooting requests originating from the library’s LibGuides platform and article-level troubleshooting requests originating from the link resolver.

Findings recommend implementation of regular audits pursuant to proactive troubleshooting of electronic resources and improved overall provision of access.

This case study contributes to the recent literature and discourse on electronic resource access troubleshooting by highlighting simple, proactive auditing techniques.

This case study aims to demonstrate that the combination of teamwork and technology enabled troubleshooting librarians to transform Web 2.0 social networking (blog) software into a knowledge management tool for resolving issues with electronic resources.

Current library management software is ill‐equipped to cope with the complexities of troubleshooting problems with online materials. After implementation of a commercial Electronic Resources Management (ERM) system overwhelmed the librarians with access issues, they naturally formed a community of practice to initiate knowledge creation through developing a custom solution – the AurProblem Blog. In doing so, they recognized unintended benefits of using social networking software to communicate with one another, colleagues and patrons, and to facilitate improvements in their workflow.

The paper describes the processes in which the librarians established a self‐identified and formed group which enabled them to create their own troubleshooting tool and procedures. Since their relationship initially developed as peers, with mutual respect for the others' complementary and non‐competing capabilities, they achieved authentic shared leadership – where each member shifted between leader and follower roles depending on the circumstance.

The troubleshooting team attributes their success to voluntary and spontaneous formation of a shared leadership environment. While achievement of knowledge creation among equals is more challenging in traditional hierarchically defined establishments where roles and responsibilities are assigned, the authors believe that many of the case study findings are transferable.

The paper describes steps taken to convert a generic blog into a customized troubleshooting management tool. As a result, readers will be able to set up blog labels and templates, establish problem‐solving protocol with colleagues, and develop their own custom solutions.

This paper demonstrates that blogs can become essential workplace tools for improving organizational efficiency.

Based on literature reviews, this paper presents a unique perspective, which re‐imagines the use of Web 2.0 technology for troubleshooting e‐resources.

After implementing an internal quality control (IQC) programme, the purpose of this paper is to maintain the requisite analytical performance for clinical laboratory staff, thereby safeguarding patient test results for their intended medical purpose.

The authors address how quality can be maintained and if lost, how it can be regained. The methodology is based on the experience working in clinical laboratory diagnostics and is in accord with both international accreditation requirements and laboratory best practice guidelines.

Monitoring test performance usually involves both prospective and retrospective IQC data analysis. The authors present a number of different approaches together with software tools currently available and emerging, that permit performance monitoring at the level of the individual analyser, across analysers and laboratories (networks). The authors make recommendations on the appropriate response to IQC rule warnings, failures and metrics that indicate analytical control loss, that either precludes further analysis, or signifies deteriorating performance and eventual unsuitability. The authors provide guidance on systematic troubleshooting, to identify undesirable performance and consider risk assessment preventive measures and continuous quality improvement initiatives; e.g., material acceptance procedures, as tools to help regain and maintain analytical control and minimise potential for patient harm.

The authors provide a template for use by laboratory scientific personnel that ensures the optimal monitoring of analytical test performance and response when it changes undesirably.

The proposed template has been designed to meet the International Organisation for Standardisation for medical laboratories ISO15189:2012 requirements and therefore includes the use of External Quality Assessment and patient results data, as an adjunct to IQC data.

As the Informatics Librarian at Olivet Nazarene University, my staff and I are often responsible for troubleshooting our patrons' technology issues. My experience with join.me began when I was told that our Campus IT would no longer be subscribing to a paid screen sharing service. One of the suggestions from the IT staff was to try join.me, a free screen sharing service.

I visited the website, https://join.me/, to test it out. It seemed to have some possibilities and appeared to be fairly intuitive. Then my Informatics students and I experimented with the basic version of join.me, trying out some of the features, tempting it to fail. We were marginally impressed, but this testing was between computers on campus on the same network. What would happen if we tried with someone off‐campus? I recruited my 13‐year‐old niece for further testing. All she had to do was allow me to observe her (from campus) while she played on her home computer. We went through the very easy steps to connect to join.me and I watched her play Farmville. It really worked! Then I asked for permission to take control of her computer. I took over the mouse and was able to navigate. After a few minutes, we switched roles and she played the game on my campus computer. I was sold.

With the needs of distance education students in mind, I put together an instruction page on our website (http://library.olivet.edu/troubleshoot/screen_sharing.php) that would help guide our users through the screen sharing process. When I receive calls about login issues, I use join.me to attempt to resolve the issues. I ask patrons if they have time to screen share with me so that I can actually observe their issue. No one has ever refused. I walk them through the setup and then they show me their problem. It makes troubleshooting so much easier – as if they are in the same room. Sometimes I ask patrons for permission to control their mouse, but I try to avoid that. My goal is to make them as self‐sufficient as possible. I also do not try to “fix” anything on their computers. I only collect data to help solve the problem or communicate the problem to Campus IT. Join.me has been invaluable in helping patrons resolve their password and login issues. I have used it for a variety of other purposes, too. I use join.me with patrons to demonstrate searching strategies and help them with problems downloading pdfs. It is an effective way to identify if their problem reveals a campus‐wide issue or if just a simple correction needs to be made in the user's process. I have even used join.me with other library staff members when working on a project together.

The paper provides the following additional author comments about join.me: I have used join.me from home using my phone's hotspot as the Internet provider. I have used join.me to help patrons who have a dial‐up service. I had to be patient because join.me does not speed up their internet service, but it still effective. Join.me is not just one browser to another browser; you can actually see and control any aspect of the patron's computer if needed. Join.me works on both Apple and Windows platforms. My office has recently been experimenting with the audio functionality in join.me. We struggled with it at first and discovered it worked better once it was installed. For the distance education patrons, I think I will stick with the good old‐fashioned landline phone for now. There are apps available that we have tested on both an ipad and an android tablet. They worked great for viewing purpose. The apps do not appear to have sharing capabilities at this time. We have tried having up to three viewers at one time. It worked smoothly.

In some fields, research group experiences gained in laboratories are more influential than the classroom in shaping graduate students’ research abilities, understandings of post-graduate careers and professional identities. However, little is known about what and how students learn from their research group experiences. This paper aims to explore the learning experiences of engineering graduate students in one chemical engineering research group to determine what students learned and to identify the practices and activities that facilitated their learning.

Ethnography was used to observe the experiences of one research group in chemical engineering. Fieldwork included 13 months of observations, 31 formal interviews (16 first-round and 15 second-round interviews) and informal interviews. Fieldnotes and transcriptions were analyzed using grounded theory techniques.

Research group members developed four dominant competencies: presenting research, receiving and responding to feedback, solving problems and troubleshooting problems. Students’ learning was facilitated by the practices and activities of the research group (e.g. weekly full group and subgroup meetings) and mediated through the interactions of others (i.e. peers, faculty supervisor and lab manager).

This study adds to the engineering education literature and contributes to the larger discourse on identifying promising practices and activities that improve student learning in graduate education.

Workarounds represent informal modifications to rules and procedures that individuals will engage into navigate around a process block in order to make their job easier. Although workarounds have been primarily studied from an individual-level perspective, this chapter argues that workarounds are a socially constructed, multilevel phenomenon, meaning that they are influenced by others (e.g., group norms and coworkers) and can result in the emergence of workaround climates. We find empirical support for the view that workarounds are shaped by a variety of social influences. Moreover, based on an inductive exploratory study, we suggest that workarounds are related to informal training and troubleshooting behaviors. We conclude by outlining several theory-based directions for understanding how workarounds spread throughout all levels of an organization as an incubator for future research.

To share the views and experiences of a chief executive with a reputation for troubleshooting expertise.

The paper is an interview with Pierre Yves Gerbeau, who was, until January 2001, CEO and board director of the much criticized New Millennium Experience Company Ltd in the UK.

The interview covers Gerbeau's views and troubleshooting experiences, the major challenges he has faced and his achievements.

Provides insights into one CEO's management experiences.

Endeavours to provide assistance to librarians and support personnel in resolving computer problems. Lists the steps to follow when troubleshooting a problem or when diagnosing a ′READ′ error.