Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Lightning Talk: Troubleshooting Access Project


Published on

Michelle Polcow, Electronic Resources Librarian, UC Davis

Published in: Data & Analytics
  • Writing a good research paper isn't easy and it's the fruit of hard work. For help you can check writing expert. Check out, please ⇒ ⇐ I think they are the best
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Lightning Talk: Troubleshooting Access Project

  1. 1. Lightning talk: Troubleshooting Access Project Michelle Polchow Electronic Resources Librarian University of California, Davis May 10, 2019
  2. 2. Reoccurring access issue? Do you answer the same question over and over? Involves a “yes” or “no” patron response? Follows a route pattern?
  3. 3. Case Study – Common User Scenario  Authorized users want to access online resources  Two methods to authenticate: On-campus VPN – simulates an on-campus IP address  Submit ticket when denied access Problem = off-campus remembering VPN too late Vendor cached the first visit with unauthorized IP address
  4. 4. User reports problem
  5. 5. Technical Services Process  Common problem  Known data element helped identify occurrence Ticket system collects the user’s IP address  Routine response from Technical Services Manually answer Respond during business hours
  6. 6. Ticket <URL: > Name: XXX XXXXXXXXXXX Email: IP Addr: On Campus/VPN: false On VPN: false Title Information: ------------------ Type: journal Title: Curriculum Perspectives Author: Date: 2014 Publ.: Springer Place: Boston, USA ISSN: 0159-7868 Comment/Problem: ---------------- I cannot be automatically logged-in in this article Ticket system captures the user’s IP address (key info)
  7. 7. But, there’s more to the answer …  When users are off-campus they need the VPN  Glitch- vendors store IP from first visit and browser keeps unauthorized address  Clear their cache - FIRST  VPN works only if first visit without VPN is cleared  NEXT- engage VPN It’s complicated!
  8. 8. Automate the answer  Data point -- IP address of patron  Mathematically run the number against the range of authorized IP addresses  Idea- when IP range is off-campus, provide pop-up instructions for this select audience
  9. 9. Web Form VPN Warning Hyperlinks: • Clear your cache • VPN
  10. 10. Ticket Confirm / Thank You web page
  11. 11. New website content 'Give a man a fish and he will eat for a day. Teach a man how to fish and you feed him for a lifetime.'
  12. 12. Library Research Troubleshoot Tips Personalize user experience Interjects guidance at the point of need Fills a gap in knowledge Opportunity to educate user Provide services outside of business hours High value library transaction
  13. 13. Michelle Polchow Electronic Resources Librarian University of California, Davis Thank you!