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Online linking to full text via third-party link-resolution services, such as Serials Solutions 360 Link or Ex Libris’ SFX, has become a popular method of access to users in academic libraries. This article describes several attempts made over the course of the past three years at the University of Michigan to gather data on linkage failure: the method used, the limiting factors, the changes made in methods, an analysis of the data collected, and a report of steps taken locally because of the studies. It is hoped that the experiences at one institution may be applicable more broadly and, perhaps, produce a stronger data-driven effort at improving linking services.
