RE: Implementing WAM

["Tobey Birch" <tbirch@xxxxxxxxxx>]

No, you're not alone.  We implemented WAM last Spring after having
supplied students and faculty with passwords for a couple of our
databases.  The problem with passwords is that not all database vendors
allow you to disseminate passwords. So WAM provided welcome access to
all of the databases.

We do get a lot of phone calls, mostly from the technologically
unsophisticated but also from those on the cutting edge who are using IE
6.0 and cable modems, etc.  And a surprising number of calls from
literate people (our users are graduate students) who didn't bother to
read the note in red at the top of the database page directing them to
instructions on how to configure their browser. 

Our reference librarian is generally able to walk people through to
satisfaction. She has also created a print handout with screen shots and
is editing it to load as a Web page. We're also thinking about burning
cd-roms with Netscape 4.7 preconfigured to use our proxy server. We find
Netscape to be more compatible with WAM and the databases.  And
frequently, having the user download Netscape ends up being the best
solution.

I do wonder how many people are figuring it out without our help.  I
think we're getting more phone calls this Fall than we would normally
because IT has been making changes in the network, which keeps
interfering with the proxy server.  I hope that phone calls will
decrease when the network is finally stable.  But since we only
implemented last Spring, we really don't have a sense of what is normal.

But, in general, I think our users have been supportive of WAM.

Tobeylynn Birch
University Librarian &
Director of Library Services, Los Angeles
Alliant International University
1000 S. Fremont Ave, Unit 5
Alhambra, CA 91803
626-284-2777 x3060
FAX 626-284-1682
tbirch@xxxxxxxxxx



-----Original Message-----
From: Vinaya Tripuraneni [mailto:tripuran@xxxxxxxxxx]
Sent: Sunday, September 30, 2001 10:18 PM
To: innopac@xxxxxxxxxx
Subject: Implementing WAM


Hi all,

I have been following the discussion on the list regarding cable modems
and 
WAM. We just recently (July 15) implemented WAM on our campus and 
have had to deal with some flak from students, faculty and staff.
Prior to implementing WAM we were issuing usernames and passwords 
for our web databases which seems to have "spoiled" our 
patrons. A lot of our patrons have complained that we have made it 
more "difficult" for them to access our databases by requiring them
to configure their browsers.

I have a few questions for those you who have implemented WAM.

1. How did your patrons (faculty, staff and students) receive WAM? Were 
there a lot of complaints? Was the university community supportive of
the 
library implementing WAM?

2. Has anyone else been in our situation - issuing usernames and
passwords 
before going to WAM? If so, how did your patrons react?

3. How many calls do you receive regarding the proxy set up? Do you feel
that 
more patrons are configuring their browsers on their own than are
calling you? 
Was there a time after which you noticed a decrease in the number of
calls?

4. Are many or any of your patrons irate at having to configure their 
browsers?
 
5. Have any of you found having instructions with graphics (screen
shots) more 
helpful? Has that decreased the number of calls from patrons?

I guess I am seeking advice and also some solace that I am not in this 
alone!!! 
Thank you all in advance for reading my questions and sharing your 
experiences.

Vinaya Tripuraneni

#######################################################
Vinaya Tripuraneni
Electronic Services/Ref Librarian
Associate Professor
Wilson Library - Univ of La Verne
2040 3rd Street, La Verne, CA 91750
(909) 593-3511 x4307
"Wear the old coat, buy the new book" - Austen Phelps
#######################################################

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