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. 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
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. Ticket <URL:
https://rt.lib.ucdavis.edu/Ticket/Display.html?id=61329 >
Name: XXX XXXXXXXXXXX
Email: XXXX@ucdavis.edu
IP Addr: 168.150.122.202
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. 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. 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
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.'
https://www.library.ucdavis.edu/library-research-troubleshooting-tips/
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