E-resource helpdesk into virtual reference: identifying core competencies Taryn Resnick, Ana Ugaz and Nancy Burford Medical Sciences Library, Texas A&M University, College Station, Texas, USA Abstract Purpose – The purpose of this paper is to determine core competencies, for use as a foundation for staffing and training, and necessary to provide effective electronic resource (ER) access support. Design/methodology/approach – The authors analyzed 580 ER access problem reports in a large academic library system to measure the specific skill(s) required for effective problem resolution. Problem reports were drawn equally from two different reporting systems: one using web forms and e-mail and the other featuring real-time user interaction. Findings – Abilities fostered in reference work related to communication with users, staff, and vendors were by far the most crucial and highly used in successful problem solving, followed by the knowledge to make appropriate referrals within the organization. Research limitations/implications – Results reported are from one institution, albeit one which serves a very large user population with diverse information needs which provided a broad range of users and problem types. Practical implications – Staffing for an access support service should draw upon employees whose skill set includes assisting users with more traditional information access, such as reference, as well as employees with expertise in areas such as licensing. Originality/value – Resolving user-reported online access issues is a mission-critical library service function. The paper offers an objective demonstration that the skills leading to success in access support are the same communication skills valued in reference services and that the mechanism used for providing a virtual reference service can also be used for handling user-access problems. Identifying and ranking these skills provides structure and best practice standards for continuous training and staff assessment. Keywords Competences, Academic libraries, Library users Paper type Case study Introduction The ubiquity of electronic resources (ERs) means that users’ information needs are increasingly met by ERs and online tools. Given that assisting users in satisfying their information needs remains the central mission for libraries, management and support of ERs, including providing and maintaining reliable access, are vital and extremely challenging library service functions. In a digital world, how can libraries effectively address users’ problems with access? Electronic access problems can be difficult and perplexing to untangle, involving multiple staff or departments; as aptly summarized by Borchert (2006): The current issue and full text archive of this journal is available at www.emeraldinsight.com/0090-7324.htm The authors thank the following librarian colleagues at the TAMU MSL: Gale G. Hannigan for editorial and statistical analysis assistance and Derek Halling and Robin Sewell for assistance with data extraction and preparation for analysis. E-resource helpdesk 347 Received November 2009 Revised 27 January 2010 Accepted 14 March 2010 Reference Services Review Vol. 38 No. 3, 2010 pp. 347-359 q Emerald Group Publishing Limited 0090-7324 DOI 10.1108/00907321011070865