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HathiTrust User Support charge

Through its contact emails and public interfaces, HathiTrust routinely receives end-user questions and feedback related to its content and services. These include inquiries relating to

  • Cataloging problems
  • Collection development
  • Content Quality
  • Deposit of new content
  • Re-use of content and linking
  • Partnership
  • Copyright and access
  • Bibliographic and full-text search
  • Shibboleth and login 
  • Access to datasets
  • Feature requests and problem reports

In order to efficiently and effectively serve the needs of users, and ensure the highest level of function of HathiTrust services, HathiTrust has charged a multi-institution user support team.

HathiTrust User Support:

  • Responds to and ensures ultimate resolution of user inquiries that are received through HathiTrust web interfaces and the HathiTrust contact address. This work is accomplished through the use of a common issue-tracking system.
  • Responds to users directly and mediates resolution of problems and issues with contacts at partner institutions where necessary. Initial responses to inquiries are sent within one business day of receipt and resolved as soon as possible thereafter.
  • Works closely with other working groups and committees to direct feedback on particular HathiTrust activities, interfaces, and work products (e.g., interfaces, webinars, press releases, etc.) to the appropriate channels.


Includes a chair and staff from a variety of partner institutions with expertise in reference, technical services, copyright, collections, and other primary areas of user feedback. Most of work of the group will be conducted by email with conference calls scheduled as needed. Members must be professional, representing HathiTrust appropriately to users. Members must be willing and able to respond quickly, and at times immediately, to user inquiries and messages from other working group members. Members must also be diligent about pursuing issues to a conclusion, realizing that some issues may take several weeks or even months to resolve.

Bibliographic Corrections Group Members:

Chair: Graham Dethmers (HathiTrust)

  • Elizabeth Miraglia (University of California, San Diego)
  • Kathryn Donahue (Colby College)
  • Leigh Billings (University of Michigan)
  • Maria Aghazarian (Swarthmore College)
  • Rebecca Culbertson (University of California, San Diego)
  • Robin Desmeules (McGill University)
  • Colleen Fedewa (Case Western Reserve University)
  • David Frank (University of Pittsburgh)
  • Libby McDaniel (William & Mary University)
  • Ella Lesatele (Northeastern University)
  • Craig Keeney (University of South Carolina)
  • Walter F. Nickeson (University of Rochester)
  • Lisa Nachreiner (University of Wisconsin-Madison)

General Support Group Members:

Chair: Angelina Zaytsev (HathiTrust)

  • Fred Rascoe (Georgia Institute of Technology)
  • Gillian Keleher (University of California, Santa Cruz)
  • Jenn Siegel (Brandeis University)
  • Lynda Tolly (University of California, Los Angeles)
  • Connie Fleischer (University of Chicago)
  • Chad Pearson (Texas A&M University)
  • Lynne Serviss (McMaster University)
  • Maggie Halterman-Dess (University of Iowa)
  • Terri Artemchik (Loyola University Chicago
  • Kate Cunningham (University at Buffalo, SUNY)
  • Margaret Merrill (University of Miami)
  • Jessica Rohr (HathiTrust)

Digital Objects Quality Corrections Group Members:

Chair: Timothy Provenzano (Arizona State University)

  • Keila Zayas-Ruiz (Florida State University)
  • Mira Basara (Cornell University)
  • Emily Holmes (Columbia University)
  • Lynn Bostwick (Texas State University)
  • Rhonda Fleming-Cortes (University of California, San Diego)
  • Marci Hahn-Fabris (Wellesley College)
  • Sarah Cairns (McMaster University Library)
  • Meghan Bergin (University of Massachusetts Amherst)
  • Melissa Del Castillo (Florida International University)


Reports to the Executive Director, who in turn coordinates with the HathiTrust Board of Governors.


Members are appointed for a minimum 1-year term, with the option to continue.