Rethinking the Troubleshooting Model

摘要

As a unit, Electronic Resources hoped to alleviate stress and pressure from answering all reported e-resource problems at all hours of the week. Letting a trained service point handle basic troubleshooting questions has greatly benefited E-Resources, and patrons now receive help more quickly because the Research Center is open past the hours in which the Electronic Resources Manager is available via email. I, the Electronic Resources Manager, do not experience burnout as quickly about troubleshooting, because I do not have to explain why/how to clear cache and cookies with every interaction. I also have more time to dedicate to other troubleshooting problems and job responsibilities. Finally, this customer service-based approach teaches Research Center staff (who are also students) how to think through problems critically and creatively. Incorporating a Report-A-Problem form also relieves issues with troubleshooting. Some elements of the training I conduct may be considered common sense: think through the problem, communicate, follow-up, and treat others as you want to be treated, for example. Including these elements within training is essential to building and maintaining a customer service-based approach to troubleshooting that has lasting benefits.