E-resource helpdesk into virtual reference: identifying core competencies

Purpose - The purpose of this paper is to determine core competencies, for use as a foundation for staffing and training, and necessary to provide effective electronic resource (ER) access support. Design/methodology/approach - The authors analyzed 580 ER access problem reports in a large academic library system to measure the specific skill(s) required for effective problem resolution. Problem reports were drawn equally from two different reporting systems: one using web forms and e-mail and the other featuring real-time user interaction. Findings - Abilities fostered in reference work related to communication with users, staff, and vendors were by far the most crucial and highly used in successful problem solving, followed by the knowledge to make appropriate referrals within the organization. Research limitations/implications - Results reported are from one institution, albeit one which serves a very large user population with diverse information needs which provided a broad range of users and problem types. Practical implications - Staffing for an access support service should draw upon employees whose skill set includes assisting users with more traditional information access, such as reference, as well as employees with expertise in areas such as licensing. Originality/value - Resolving user-reported online access issues is a mission-critical library service function. The paper offers an objective demonstration that the skills leading to success in access support are the same communication skills valued in reference services and that the mechanism used for providing a virtual reference service can also be used for handling user-access problems. Identifying and ranking these skills provides structure and best practice standards for continuous training and staff assessment.