A library user can’t access an article. Your log in credentials won’t work. In the realm of electronic resources everything runs smoothly—until suddenly, without warning, it doesn’t. Invariably, systems will break down, but a trial and error approach to finding out what’s wrong is highly inefficient. This hands-on guide from two expert ERM librarians walks you through the essentials of troubleshooting. It outlines a methodical process that will help you identify the source of a problem even when it’s not obvious and take steps to reach a resolution. With the goal of developing a library-wide workflow in mind, this guide will teach you how to

• familiarize yourself with the components of electronic resources, using flowchart diagrams of common access chains such as discovery services, knowledge bases, research guides, and library services platforms;
• navigate the complete triage and troubleshooting workflow, illustrated through 14 in-depth examples;
• recognize the symptoms of common access disruptions;
• conduct efficient troubleshooting interviews;
• manage help tickets and design problem reports that capture key information without overburdening the user;
• create publicly available help pages for problems originating with users’ devices or computers;
• communicate with vendors and IT personnel for speedy resolutions, providing dozens of clear definitions of library and technology terms that will help you minimize confusion; and
• customize your own troubleshooting workflow chart for common use across departments and staff hierarchies.

At a time when design thinking is viewed by many as itself a contested term, Keywords in Design Thinking explores keywords and associated practices related to the use of this critical concept in technical and professional communication. The chapters in this edited collection offer definitions stable enough to allow readers to determine the value of design thinking and to apply and examine its usefulness in the design of technical and professional discourse. The contributors to this collection include faculty at research-intensive and comprehensive colleges, graduate students, and industry practitioners. This configuration of contributors is intended to increase the diversity of perspectives and offer a variety of routes to understanding design thinking. 
 

Competent physicians make accurate diagnoses. How are accurate diagnoses made? This readable book gives some important answers to that question. Experienced physicians were presented with diagnostic problems and asked to solve them. Through the use of trained actors serving as “patients” and with a variety of supplementary techniques, the investigators were able to dissect the process by which diagnoses, right and wrong, are made.

Reporting on the most comprehensive investigation of clinical reasoning yet conducted, the authors present data and conclusions of importance not just to medical educators but to anyone interested in the psychology of problem solving. Rigorous attention to methods, thorough grounding in contemporary theories of problem solving, and a healthy respect for the complexity of real-life situations characterize this remarkable study.

A sampling of its salient findings only suggests the richness of this book. Successful diagnosticians begin to form hypotheses almost as soon as they encounter a patient. They entertain a limited number of hypotheses, but these are tested repeatedly during a workup. New findings are treated as confirming, refuting, or not contributing to the solution contemplated; more elaborate schemes based on a knowledge of probabilities are not used. A common error is to relate new information to a working hypothesis, although the information is, in fact, non-contributory. The performance of even an experienced physician varies markedly from case to case. Two of the most important determinants of competence are information and experience; problem-solving skills without a rich supply of facts are insufficient for diagnostic acumen.