Chapter 3. Overview of Common Issues and Symptoms

Abstract

Little has been written on attempts to understand access disruption trends holistically, such as through help ticket analyses. In chapter 3 of Library Technology Reports (vol. 58, no. 7), “Overview of Common Issues and Symptoms,” we summarize the available library science literature studies and then describe the common points of failure within library discovery system components. We cover access issues originating from user error, personal devices, discovery systems, link resolvers, knowledge bases, central indexes, IP and VPN authentication, EZproxy, federated identity management, and more.