Q. Who do I contact if I can’t access databases at my library? What if I can’t create links to any of the statewide electronic resources?

Depending on the situation, you may need to contact the Massachusetts Library System (MLS) or a database vendor (e.g., Gale, ProQuest, Encyclopedia Britannica) directly.

When should I contact MLS?

• You don't know if your library was ever set up for database access.
• You have trouble once you are set up for access. As a first step, make sure your local internet connection is not the problem.
• You are prompted to enter a library card number to access electronic resources on mass.gov/libraries.

When should I contact the vendor for help?

• Your IP address has changed and your library manages its own authentication (this mainly applies to academic libraries).
• You have a question about content or searching Britannica, Gale, or ProQuest resources.
• You want to create usage reports.
• You want to change a link, image, or other content (such as the library’s name) on your electronic resources page.

Contact information for vendors

• Gale Cengage Support
   
• Proquest Support Form
  Under Product, select ProQuest ETD Administrator.
  Phone: 1-800-889-3358
   
• Britannica Technical Support
  Phone: 1-800-621-3900 ext. 7160
  edsupport@eb.com