@conference{8887ea97c3dc4d17888124ba6af22ea7,
title = "What{\textquoteright}s the Problem?: Understanding the Complexity of Electronic Resource Access Issues",
author = "Margaret Heller",
note = "Many electronic resource access issues start at a public service point and end up in technical services. This presentation will outline the best practices for electronic resource issues, workflows, and how to use metrics for tracking the effort expended in resolving electronic resource access issues.",
year = "2011",
month = jul,
day = "25",
language = "American English",
}