While I haven't seen anything about the "super secret UserID envelopes"
(I have all UserID cards sent to me directly so that they can be
distributed AFTER training - please don't change this, Lexis) I've had
big trouble with UserID cards in the past month or so. ID cards have
had only hourly IDs when they should have included BOTH hourly and
transactional. When I emailed service express about this, they said
they have nothing to do with the printing of the cards. (Huh? I work
exclusively with Service Express to request new IDs AND cards and there
has never been a problem before. If they have nothing to do with the
cards, where are they coming from? The "this isn't our problem"
attitude is extremely poor customer service and the lack of information
on how to get proper cards issued isn't helping, either.) Our account
rep is looking into this but I haven't heard anything back yet and our
fall associates are here.
As for passwords, the system is FUBAR. Sometimes it seems to be the
last name and sometimes it is a jumble of characters that they send back
when they've created new IDs. My queries about passwords have yielded
different stories by different people in Lexis as to what should be
happening with the issuance of initial passwords.
As for Lexis users who lose their passwords, I was told that by using
the "Forgot your password?" link, passwords will be emailed to users
within minutes. Has anyone used this link? How well/quickly does it
work?
So Lexis, what is going on here and when will we get answers about ID
cards and passwords? While I understand the need for security, the
problems with ID cards and passwords are impacting usage by creating
significant hurdles for users trying to access your service. And usage
is dropping. More communication about what is going on and what we can
expect would be a very good start in addressing the significant problems
that we're facing with ID cards and passwords in the firms.
Communications and realistic, workable solutions, of course!
Stuart Zimmerman
Library Manager, Portland Office
Davis Wright Tremaine
1300 SW Fifth, Ste. 2300
Portland, OR 97201
(503) 778-5242 (ph)
(503) 778-5299 (fax)
________________________________
From: owner-law-lib@ucdavis.edu [mailto:owner-law-lib@ucdavis.edu] On
Behalf Of Maddrey, Mindy
Sent: Friday, September 08, 2006 12:39 PM
To: law-lib@ucdavis.edu
Subject: LexisNexis Super Secret UserID Envelopes
In the past month or so, Lexis has started sending UserID cards in a
sealed envelope, with ominous warnings stamped on the front, that the
cards are only to be opened by the user. In the past week, I have had
occasion to open two envelopes (when second IDs were mistakenly
requested for users, and I needed to determine which IDs to cancel), and
I had a group of seven new trainees open their envelopes in front of me.
In each case, there were mistakes on the cards. Some of the cards only
listed transactional IDs (we issue both transactional and hourly). None
of the cards listed the new Super Secret password.
How are other libraries handling this new set of policies? Do you open
envelopes to make sure that your users are getting accurate information?
Have you been caught between that rock and hard place when users have
lost their passwords, and you're no longer able to help them retrieve it
(that was *last* week's fun and games.)
I'll summarize answers for the list - and hopefully have some
suggestions to make this transition easier for everyone!
Mindy
* * * PLEASE NOTE MY NEW EMAIL ADDRESS AND FIRM NAME * * *
Mindy K. Maddrey
Library Director - D.C.
Kelley Drye Collier Shannon
3050 K St. NW, Suite 400
Washington, DC 20007
phone: 202-342-8468
fax: 202-342-8451
email: mmaddrey@kelleydrye.com
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