From communication to collaboration: blogging to troubleshoot e-resources

Purpose – This case study aims to demonstrate that the combination of teamwork and technology enabled troubleshooting librarians to transform Web 2.0 social networking (blog) software into a knowledge management tool for resolving issues with electronic resources.Design/methodology/approach – Current library management software is ill‐equipped to cope with the complexities of troubleshooting problems with online materials. After implementation of a commercial Electronic Resources Management (ERM) system overwhelmed the librarians with access issues, they naturally formed a community of practice to initiate knowledge creation through developing a custom solution – the AurProblem Blog. In doing so, they recognized unintended benefits of using social networking software to communicate with one another, colleagues and patrons, and to facilitate improvements in their workflow.Findings – The paper describes the processes in which the librarians established a self‐identified and formed group which enabled them t...

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