@conference{a4800d4cdbdb470e837cfd0fc28feb02,
title = "Using the READ Scale to Track the Effort of Resolving Electronic Resource Access Issues",
author = "Margaret Heller",
note = "Electronic resource access issues may start at the reference desk, but can easily become complicated technical services projects needing expert resolution. The READ Scale is a helpful, qualitative metric to track effort resolving problems and understand how workflows can be adapted to improve library user experience and staff efficiency.",
year = "2011",
month = apr,
day = "13",
language = "American English",
}