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California State University, Fullerton (CSUF) library makes available its collection on the discovery layer, Primo VE. Users should be able to access all the content seamlessly but, they lack research experience, and the library collection is usually hiding errors that need to be fixed by the Electronic Resources (ER) Librarian. Sometimes, users make false reports to access issues. Students report problems to open access (OA) articles because they do not get linked directly to the desired article. The ER librarian analyzed electronic resource tickets submitted in 2022. These are opportunities to connect with users.

Customer Service Opportunities When Troubleshooting Open Access Articles By IIda Cardenas, California State University, Fullerton