Triaging e-resource queries at RCSI Library

Library users approach e-resources in a number of ways e.g. Primo VE, web search, BrowZine. When triaging e-resource queries these variables add layers of complexity, especially when combined with other variables, such as the device, internet browser & settings, user location, authentication pathways. Triaging and resolving access issues promptly, and correctly, enhances the user experience of our services. Centrally collating e-resource access issues helps identify and address the teaching and learning needs of users.