It Works All the Time ... Except for When It Doesn’t: Analyzing Error Reports from a Library Link Resolver
Data from 22 months of a library discovery layer's "Report a Problem" link traffic shows that submissions (n=884) were attributable to user errors (43%); defective vendor systems (40%); and problems with local settings (17%). Implications and strategies are discussed.
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Hubbard, John, "It Works All the Time ... Except for When It Doesn’t: Analyzing Error Reports from a Library Link Resolver" (2017). UWM Libraries Other Staff Publications. 10.