We have used the forgot-your-password link a couple of times. It quickly
(less that 2 minutes) sends a password which the user has to change before
she/he can sign on. It does not send your old password.
Marie Erickson, MLS/JD
Head of Public Services
Law Library of Louisiana
400 Royal St., 2nd floor
New Orleans, LA 70130-2104
504 310-2515
800 8203038 (Louisiana only)
merickson@lasc.org
________________________________
From: owner-law-lib@ucdavis.edu [mailto:owner-law-lib@ucdavis.edu] On Behalf
Of Zimmerman, Stuart
Sent: Friday, September 08, 2006 4:37 PM
To: Maddrey, Mindy; law-lib@ucdavis.edu
Subject: RE: LexisNexis Super Secret UserID Envelopes
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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