Why can't I access a QM e-book?
Answer
Overview
Library users may experience problems accessing QM e-books. E-books acquisitions and access is managed by the Resources and Collections Team and broken links should be referred to ejournals@qmul.ac.uk.
Procedure
Check that the we subscribe to the e-book by searching for it on the Books, e-books and DVD's tab (previously Local Search). If a user found it in the Articles and more tab (previously Global Search) and have selected to expand their search to include citation records by unticking 'Full Text' it could be a citation record for an item we don't subscribe to.
If we don't subscribe to the item:
- Check they were using 'Books, e-books and DVD's' tab or are using the default 'Full Text' setting on 'Articles and more'.
- If they require the item, explain the options available to them (see FAQ What should I do if Queen Mary Library doesn't have the item I am looking for?)
If we do subscribe to the item and it is not working:
- In person at the Welcome Desk:
- Email ejournals@qmul.ac.uk with details of the problem and contact details of the library user
- Notify the user that Resources and Collections team will respond to them directly.
- On the phone:
- Recommend that they email library@qmul.ac.uk with the details, and if possible a screenshot of the error they are experiencing.
- Email enquiries:
- Forward to ejournals@qmul.ac.uk
- Update library user that Resources and Collections Team will respond to them directly
If we don’t subscribe to it send standard reply ‘Ebook-No-Access'
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If we subscribe to it and it still doesn’t work:
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Send Standard Reply ‘Lib-Coll-Referral'
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Forward to ejournals@qmul.ac.uk
Standard Reply for Remote Enquiries
If we do not subscribe to the ebook send FAQ eBook - no subscription standard reply.