Q. We've got a user who clicked on a bookmark or citation link from an online document and it's an article we should have statewide access to. Why can't we open it?

Depending upon the vendor and method of authentication used, citations or shared links might require logging in before an article can be opened (as is the case with Encyclopaedia Britannica and The Boston Globe).

For libraries using geolocation, the easiest thing to do is to direct a user to log into any of the Gale databases from your electronic resources page. This should authenticate them for access.

If you continue to have trouble, contact MLS or the vendor's help desk.

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