From communication to collaboration: blogging to troubleshoot e‐resources

Abstract

PurposeThis case study aims to demonstrate that the combination of teamwork and technology enabled troubleshooting librarians to transform Web 2.0 social networking (blog) software into a knowledge management tool for resolving issues with electronic resources.Design/methodology/approachCurrent library management software is ill‐equipped to cope with the complexities of troubleshooting problems with online materials. After implementation of a commercial Electronic Resources Management (ERM) system overwhelmed the librarians with access issues, they naturally formed a community of practice to initiate knowledge creation through developing a custom solution – the AurProblem Blog. In doing so, they recognized unintended benefits of using social networking software to communicate with one another, colleagues and patrons, and to facilitate improvements in their workflow.FindingsThe paper describes the processes in which the librarians established a self‐identified and formed group which enabled them to create their own troubleshooting tool and procedures. Since their relationship initially developed as peers, with mutual respect for the others' complementary and non‐competing capabilities, they achieved authentic shared leadership – where each member shifted between leader and follower roles depending on the circumstance.Research limitations/implicationsThe troubleshooting team attributes their success to voluntary and spontaneous formation of a shared leadership environment. While achievement of knowledge creation among equals is more challenging in traditional hierarchically defined establishments where roles and responsibilities are assigned, the authors believe that many of the case study findings are transferable.Practical implicationsThe paper describes steps taken to convert a generic blog into a customized troubleshooting management tool. As a result, readers will be able to set up blog labels and templates, establish problem‐solving protocol with colleagues, and develop their own custom solutions.Social implicationsThis paper demonstrates that blogs can become essential workplace tools for improving organizational efficiency.Originality/valueBased on literature reviews, this paper presents a unique perspective, which re‐imagines the use of Web 2.0 technology for troubleshooting e‐resources.