Help
Database connectivity help desk support for Massachusetts Regional Library System members is provided by your Regional Library System office. Below is a summary of when and how to contact your regional office for database connectivity support.
Q: Under What Circumstances Should You Contact the Region for Help?
A: Once your library is already set up to use the statewide databases, you can contact your regional office for ongoing assistance as needed. This means that you have already has completed a Database Access Registration Form (Word or PDF) and allowed 2-4 weeks for processing. Here is a list of situations that may trigger a call to your region for support:
- You are new to the library and DON'T KNOW if your library ever filled out a Database Access Registration Form.
- You need help connecting or logging on once you are set up perhaps you replaced a librarian who was familiar with this process; the dog ate your paperwork, etc.).
- You don't remember your URL or password, if that is applicable.
- Your libary's IP addresses don't seem to work anymore.
- Your library's IP addresses have changed- deleted, added.
- Your library changed from static IP addresses to dynamic IP addresses..
- You changed from dynamic to static IP addresses.
- You've added a firewall.
- You've added a proxy server.
- You've added a computer with Internet access through a commercial provider; your other Internet computers are already set up get their Internet access through your Massachusetts Automated Resource Sharing Network (Minuteman, C/W MARS, etc.).
- You need help bookmarking a database URL.
- Usage statistics -
- you want to receive database usage statistics and have never have requested to receive them, or don't know if you've ever received them
- your email address has change, or the person receiving them has changed
- you want to receive usage statistics for a particular span of time (statistics are available for up to the last two years from Gale).
- You want to change the "back to" URL link from the InfoTrac database welcome page (default links back to MBLC).
- Your library name is spelled wrong on the InfoTrac or Proquest welcome page.
- You need assistance setting your cookies or your computer tossed your cookies.
Regional Contacts
|
Region |
Contact Person |
Telephone |
|
|---|---|---|---|
|
Linda DeSimone |
617-859-2380 |
ldesimone@bpl.org |
|
|
Rick Levine |
800-922-8326 |
rlevine@cmrls.org |
|
|
Rita Gavelis |
888-383-8882 |
rgavelis@mmrls.org |
|
|
Lucie Gallagher |
888-326-7772 |
lucie@nmrls.org |
|
|
Kathy Lussier |
877-923-3531 |
helpdesk@semls.org |
|
|
Shirley Keech |
800-282-7755 |
Q: Who Should Contact the Region and When to Contact the Region?
A: The service is for library staff regarding the library's connectivity to statewide and regional web-accessible databases during regular business hours. Library staff should contact the database vendor for search assistance or database support for library patrons. Facsimile and email support: can be sent anytime, but will be handled during region's regular business hours. Patrons should call their local libraries for support.
Q: For Which Databases?
A: Connectivity support is for all statewide and regional databases.
Q: What Information Should You Have Ready When You Call?
A: You will be asked for your name and library or organization. The more information you can provide will usually result in a quicker resolution to your problem. Here is a list of useful information you should try to have available when you contact the region to speed up the resolution of your problem.
- The database URL(s) that you are having a problem with.
- A copy of your previously submitted Database Access Registration Form (formerly called Technical Workform, or the letter the MBLC or the region sent to you to get you started using the databases.
- The Internet browser (Netscape, Explorer, Mozilla, Safari, etc. including the version) you are using.
- Whether or not your institution is IP or cookie (password) authenticated.
- Any error message you are receiving (if this is the case).
- Date and time the problem occurred.
Q: Under What Circumstances Should You Contact The Vendor?
Thomson Gale
- You wish to add custom holdings information to the Gale databases. Contact The Gale Group Technical Support at:
Phone: (800)877-4253 (Select Option 4).
Webform - You have a question about how to search a Gale database or questions about content. Contact Gale Electronic Search Assistance at:
Phone: (800) 877-4253 Webform - You think there is a system problem with the Gale databases. Contact Gale's Technical Support Desk at:
(800) 877-4253 (Select Option 4). Fax: (248) 699-8049
Webform
Proquest
- You think there is a system problem with the Proquest databases. Contact Proquest's Technical Support Desk at 1-800-889-3358; email: tsupport@il.proquest.com Webform
- You have a question about how to search a Proquest database or questions about content. Contact Proquest Search Assistance at:
Phone: (800) 889-3358
EBSCO
- You think there is a system problem with the EBSCO database. Contact EBSCO's Technical Support Desk at 1-800-758-5995
- You have a question about how to search LRC or questions about content. Complete a Customer Support webform