You should continue to use Teams Chat to message and call colleagues where appropriate and possible. There are handset user guides saved in Box and further info on the ITS webpages.

If there is an imminent and serious threat to someone's health or personal safety, please contact the Security (EMERGENCY) number below. Security will then co-ordinate any necessary intervention by emergency services.

If you need to contact Security regarding a non-emergency, use the Security Office number.

Phone List - external.docx

Troubleshooting Online Resources

Should I pass the query to Digital Content?

Digital Content is a very generic name, which can be misleading as the inbox is specifically for queries related to problems accessing online resources.

Common queries that aren’t for Digitial Content:

Users who want to access individual articles/eBooks that we don’t own or subscribe to – please direct to www.sussex.ac.uk/library/find/ilr
Users who are recommending that we subscribe to a journal or database – please pass this on to subscriptionrequests@sussex.ac.uk
Academics & PGR Students who need assistance using online resources - library.researchsupport@sussex.ac.uk
Undergrad & PGT Students who need assistance using online resources – library.training@sussex.ac.uk
Queries regarding open access articles –openaccess@sussex.ac.uk
For problems accessing online resources on reading lists, please refer to readinglists.lib@sussex.ac.uk who can determine if this is needs to be handled by the Digital Content team.

Email Queries - Not Subscribed

Please check on library search if this is content that we own or subscribe to. If the resource is not on the catalogue then we shouldn’t have access and there is no Digital Content problem.

Dear [name],

We don’t own or subscribe to [this eBook/this journal/this database/appropriate alternative

explanation]. However, you should be able to get access to this as an inter-library loan. If you fill

out the online form at https://www.sussex.ac.uk/library/find/ilr our inter-library request team

will be in touch.

Best wishes,

[name]

Email Queries - Access to a resource - universal error

If you user has an issue and you get the same error when you try through your own account, please reply and copy in Digital Content.

Please feel free to add any additional information that you’ve noticed about the error.

Dear [name],

I’ve copied in my colleagues in the Digital Content team, who handle problems with our online

resources. They will investigate why we’re getting this error and get back to you.

Best wishes,

[name]

Email Queries - Access to a resource - user error only

If you’re able to access the resource normally, please ask the user to try clearing their cookies, or using a different browser. This fixes the problem 90% of the time, even when there is a scary looking error message.

However, if they still have problems, please reply to them and copy in Digital Content. If the query has come through a sussex.ac.uk email address, please download a copy of the article/eBook chapter and attach it to the email.

Option 1: Catalogue Link

Dear [name],

Please can you try clearing your cookies and seeing if that fixes the issue? If that doesn’t help, you could try using a different browser, or accessing the articles through the library catalogue [if they haven’t already].

[link to the article/resource permalink in primo]

If you’re still unable to access these articles, please let us know and we’ll look into this further.

Best wishes,

[name]

Option 2: PDF Link

Dear [name],

I’ve copied in my colleagues in the Digital Content team, who should be able to provide further assistance with your problem accessing [our online resources/publisher name’s articles/whatever they’re getting this error for].

In the meantime, I’ve attached a PDF of [resource title] for you to read.

Best wishes,

[name]

Email Queries - More complex Queries

If you think that a query should be directed to Digital Content, but it doesn’t fit into the simple format above, please use your own discretion. If you feel that you have enough knowledge to provide some simple advice to the user, please do so. However, if you are unsure, please pass the query to us.

If you offer advice to the user, you don’t need to copy us in or forward the email to us. If the user replies reporting that they’re still experiencing the problem, and you don’t have any more suggestions, please reply to the email and copy Digital Content in.

Library Enquiries Tree

Who to contact in the library. Open in a new window to access links.

Enquiries Tree 2024.pdf

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