A Tale of Two Universities: Electronic Resources Troubleshooting Comparisons.

This article presents findings from a comparison of electronic resources troubleshooting tickets submitted during a one-year period at Texas A&M University and University of Tennessee Knoxville. The authors used a classification previously developed by Mark Hemhauser and Rebecca Goldfinger at University of Maryland, College Park to categorize the types electronic resources access problems reported at their respective institutions. The findings suggest that academic libraries deal with similar electronic resources access problems at a similar rate. The authors recommend adopting this classification to categorize types of electronic resources access problems profession-wide in order to increase efficiency in reporting and resolving electronic resources access problems. [ABSTRACT FROM AUTHOR]