Technical support is critical in delivering the seamless experience to online resources to clients that they expect.
All Library staff have a role in assisting clients with technology associated questions which range from the straightforward through to highly complex problems that require considerable analysis, experience and advanced problem solving competencies. Some services are provided direct to clients while many are behind the scenes work that ensure that the user experience is seamless and that where problems arise, clients are able to report problems for resolution.
Senior librarians are critical in dealing with a wide range of technical support issues. The technical environment is described in the page called Under the Bonnet.
Senior librarians monitor e-lists and websites that are typically international in scope and provide a network of support in resolving problems. Lists include Electronic Resources in Libraries (ERIL), SFX, Primo, EZproxy, Liblicense: Licensing Digital Content, websites include the UK Serials Group, the ExLibris Knowledge Centre and many other lists and sites. The diagram below is from the North American Serials Interest Group and describes the complexities involved - The Core Competencies for Electronic Resources Librarians.
