from Nicole Gustavsen's "Virtual Reference Service Standards" document.
- Many access problems come down to issues with the user’s GU credentials. These can be reset by logging into a Foley resource in a separate browser, and/or clearing the cache and cookies in their main browser and logging in afresh.
- If this doesn’t work, and they’re getting error messages of some kind, try to get them to copy/paste the error message into the chat. This’ll be helpful if you need to flag the chat at any point.
- You can ask them if their affiliation with GU has recently changed. If, for example, they recently graduated or left, their access gets turned off pretty quickly. Alumni don’t have the same privileges as current GU students, staff, and faculty.
- If the user seems to be dealing with a true tech issue unrelated to the library, refer them to ITS.
- If the user seems to be dealing with a tech issue related to a specific library resource, get their email and flag the chat. It’ll be sent to Anji Mertens, the library’s IT and web manager.
