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AbstractYou're a virtual library serving distance education students or public library clients. You live and die by remote access. Things go wrong. Clients contact you by phone, chat and e-mail. Their logins aren't working. They try to access your resources and get strange error messages. They click on PDF links and nothing happens. How do you help them diagnose and resolve their technical issues? Hear how one library uses front-end technical support for clients and back-end tools for librarians.