Matthew,

 

Many thanks for listening, responding, and pledging future improvements. That’s encouraging.

 

Steve

 

 

 

From: "Ragucci, Matthew - Hoboken" <mragucci@wiley.com>
Date: Monday, January 22, 2018 at 2:35 PM
To: Steve Oberg <steve.oberg@wheaton.edu>, Serials in Libraries Discussion Forum <SERIALST@LISTSERV.NASIG.ORG>, eril-l <eril-l@lists.eril-l.org>
Subject: RE: Is Wiley Online Library accessible to you?

 

Hi Steve,

 

We’d like to apologize to you and all others who experienced outage and disruption to service over the weekend.  We have seen your responses on the listservs and know this was not an optimal experience for libraries and their users.

 

For its part, Wiley acknowledges that it experienced an unexpected issue that caused the site to be down for an extended period.  This affected the ability of users to access content on Wiley Online Library. There was also another issue that caused difficulty for those viewing Wiley content over ePDF.  These issues have now been fully resolved. 

 

We regret the inconvenience this has caused.  We are working hard to ensure we can alert libraries immediately of any unplanned periods of downtime or disruption in the future.

 

 

Best,

Matthew

 

Matthew Ragucci, MLIS
Library Technical Services Manager

Wiley / 111 River Street, 4-SE-220 / Hoboken, NJ 07030-5774 / U.S.

T  +(1) 201 748 5927 / M +(1) 201 937 5936 /  mragucci@wiley.com
www.wiley.com

 

From: Eril-l [mailto:eril-l-bounces@lists.eril-l.org] On Behalf Of Steve Oberg
Sent: Monday, January 22, 2018 1:39 PM
To: Serials in Libraries Discussion Forum <SERIALST@LISTSERV.NASIG.ORG>; eril-l <eril-l@lists.eril-l.org>
Subject: Re: [Eril-l] Is Wiley Online Library accessible to you?

 

As of this morning, everything on Wiley Online Library appears to be working properly again, including the ability to download PDFs.

 

Without trying to come across as a crank (probably too late), my view is that you can learn a lot about a company by its customer support. This is not by any means the first example of problematic interaction I’ve observed. I hope Wiley will listen and learn from this experience. (Yes, I’ve also communicated this through official channels.)

 

Steve

 

Steve Oberg

Assistant Professor and Group Leader for Resource Description and Digital Initiatives

Buswell Library, Wheaton College (IL)

+1 (630) 752-5852

 

President, NASIG

 

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