If you or your patrons cannot access TERC even with the ID and password, please call the Technical Support office for Gale, a part of Cengage Learning, the vendor for TERC.

1-800-877-4253 then select option 4 from the menu

The Technical Support office is available seven days a week, 24 hours a day.

Before calling, gather up the following information:

The type of error situations - blank screens, time outs, error codes (make sure to record the code), etc.
What you are seeing when navigating around the database
The frequency of the errors - once, several times, frequently

The more information about the problem you can give the technician, the faster and easier it will be for them to help you out.

Remember that Alaskans can always get the passwords to log into the Digital Pipeline by calling 1-800-440-2919.

Congratulations to the Interim Board of Directors, the State Library and everyone who has participated in the process of transforming the Alaska Library Network from an informal cooperation of libraries to a structured organization to support libraries.

Thank you!

First gather up the following information:

The type of error situations - blank screens, time outs, error codes (make sure to record the code), etc.
What you are seeing when navigating around the database
The frequency of the errors - once, several times, frequently

If the database is an EBSCO product, you can contact the EBSCO Tech Support staff either by phone or by email. For telephone assistance, contact Tech Support  at (800) 758-5995 during their open hours:

Monday-Friday 12 am - 4 pm (4 am - 8 pm EST)
Saturday-Sunday 5 am - 1 pm (9 am- 5 pm EST)

You can leave a message if you call outside their open hours and they will return your call as soon as possible.

For email Tech Support, go to their Contact Us web form at:

http://support.ebscohost.com/contact/askus.php

Note: EBSCO Tech Support cannot respond to problems with the following non-EBSCO databases:

Facts for Learning
Facts on File Issues & Controversies
Facts on File Today’s Science
Facts on File World Almanac
Facts on File World Almanac Encyclopedia
Facts on File World News Digest
Heritage Quest Online
Live Homework Help
Oxford Reference Collection
Testing and Education Reference Center

Please contact ALN if you have problems with those databases. Click on the Contact Us button at the top of this page for contact information.

Remember that Alaskans can always get the passwords to log into the Digital Pipeline by calling 1-800-440-2919.

For the names of databases owned by libraries, click here for the raw data table. For the names of databases requested by libraries, click here for the raw data table.

Number of responses: 185
From academic libraries: 14 (3 libraries)
From public libraries: 78 (38 libraries)
From school libraries: 64 (64 libraries)
From combined school/public: 16 (16 libraries)
From special libraries: 9 (7 libraries)
From public/academic: 4 (2 libraries)

Libraries with the greatest number of databases:
Academic with 254 total databases reported by 3 libraries
Libraries with the fewest number of databases:
Combined school/public with two total databases reported by 16 libraries
Database holdings in other libraries:
Public - 46 databases with 38 libraries responding
School - 23 databases with 64 libraries responding (Note: some school districts purchase databases available to their schools but only two school districts responded to the survey)
Special - 8 databases with 7 libraries responding
Public/academic - 6 databases with 2 libraries responding

Most commonly held database at any library:
World Book with 7 school libraries and 3 public libraries
Most asked for databases:
EBSCO Small Engine Repair with 7 public libraries and 1 academic library
World Book with 5 school libraries and 1 academic library
Most asked for databases at academic libraries:
Bibliography of Native North Americans, EBSCO Hospitality and Tourism Index (2 each)
Most asked for databases at public libraries:
EBSCO Small Engine Repair (7), EBSCO Home Improvement (4)
Most asked for databases at school libraries:
World Book (5), ABC-CLIO Social Studies suite (several databases 4 each)

There have been little glitches and delays all along but nothing critical. One of the glitches was the incorporation application being denied due to a contingency statement in the Articles where the possibility of the organization having less than three members of the board of directors was possible. Since the State does not allow less than three directors, this was of concern to the reviewer. The attorney we’ve been working with was surprised by this action as she has seen similar contingencies in other organizations’ Articles in the past. At this time, the statement in question has been modified and the application will be resubmitted as soon as the Interim Board can sign the revised Articles at the beginning of December.

Work has begun on the application paperwork for 501(c)(3) status. Completing this application will take longer than for incorporation as it requires financial information for an organization that doesn’t yet exist. To help develop the kind of information necessary, the Interim Board and the Coordinator will be working on a business plan for ALN. Facilitated by a trainer from the Foraker Group, we hope to meet by the end of January.

The ALN road show may be coming to your area soon! So far the schedule of visits is as follows:

September 4 – Healy TriValley School/Community Library, Nenana City Schools Library
September 5 – Fairbanks North Star Borough Public Library, Fairbanks North Star Borough School District
September 6 – Fairbanks North Star Borough Public Library, Delta Junction (both school and public libraries)
September 7 – UAF Rasmuson Library, Nenana Public Library, Cantwell Community/School Library
September 10 – Matanuska Susitna Borough School District
September 13 – Big Lake Public Library, Sutton Public Library
September 17 – Palmer Public Library, Mat-Su College Okeson Library, Matanuska Susitna Borough School District
September 19 – Wasilla Public Library

Included during the site visit will be a demonstration of the new ALN web page particularly to show where to get downloadable printable materials; a demonstration of SLED and the new toolbar that can search SLED from anywhere on the Internet; and a demonstration the Digital Pipeline page, particularly the online tutorials. Afterwards, there will be some discussion time to talk about or suggest possible future programs and services ALN might be able to provide libraries.

More site visits will be scheduled through September and October to the Matsu Borough, Kenai peninsula and Anchorage.