Add examples of typical and not-so-typical problems here

Presentation docs perhaps of interest:

• Charleston Conference 2011: "From problem to Solution in E-resource Troubleshooting"
  http://www.slideshare.net/smarcin/from-problem-to-solution-in-eresource-troubleshooting
  Slides 5-14 show the "Nature of E-Resource Problems @ Columbia University"
  And, following that, the presentation is full of example problem reports.
• Charleston Conference 2012: poster session: "Patron Problems...Or Opportunities for Improvement?"

Types of problems:

License violation - excessive downloading, automated downloading, open proxy

• Who follows up, process, connection to IT

Blocked netID

Alumni access

Vendor site problems

User gets vendor login or "buy this" result:

• Content not part of subscribed materials
• Payment problem

EZ-Proxy issue

multi/single site issue

Problem Traffic

Baseline productivity: Examine Jan-March 2013 traffic - Number reports, estimated related e-mails, word cloud?, nature of issues.

Columbia :: January-March 2013

• 244 e-Resource Problems submitted to e-resource problem reporting alias cul-eproblem@columbia.edu
  • 91 January
  • 73 February
  • 80 March
• Word Cloud: Top 25 E-Resource Problem Topics (.pdf)
• Subjects/Broad Types of Problem Reports (.xls)

Cornell :: January-March 2013

• 251 Problem Reports to LIBIT-L and selected reports to ERLM-L
  • 105 January
  • 71 February
  • 75 March