Honestly, I and probably at least one other person in our tech support department, are glad to hear we are not the only institution having issues with Highwire.

We have had one particular issue, (having to do with e-mail), that has gone unresolved for over a year now. Our technician sent them a solution, offered to work with them via a conference call, but received no response.

My request for at least a work around – which was also passed on by the editor of one of the journals being affected by the problem – has yet to be implemented.

I thought Highwire used to be pretty good. What happened?

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Christine Ryan
Sent: Thursday, June 18, 2015 4:36 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] Highwire Statistics

I cringe every time another publisher moves to Highwire. As others have noted, you either get zero response or, if the planets are aligned and Mercury is not in retrograde and you *get* a response, it is generally unhelpful (even terse) and reflects their outdated and inflexible practices.

They need to rethink their model, entirely. And publishers would be wise to consult with librarians before using their hosting services.

*******************************************************************

Christine E. Ryan

Electronic Resources Librarian; Associate Librarian

Clemson University Libraries

Phone: 864.656.5175

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Michael Lampley
Sent: Thursday, June 18, 2015 4:08 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] Highwire Statistics

I don't have specifics in front of me now but I do have Highwire at the top of my list of vendors that are the worse at supplying statistics. Even when I do get their stats I'm always suspicious of their accuracy.

Michael Lampley

Electronic Serials Librarian

Texas Christian University

On Thu, Jun 18, 2015 at 1:50 PM, Jenny Lockwood <jelockwo@lib.nmsu.edu> wrote:

Is anyone else having a problem accessing their statistics from Highwire? I have submitted a couple of requests for help on their technical support form, but have received no response. I pulled stats in February but not since then, so I am not sure how long they have been inaccessible (to us at least). Thank you in advance for any information.
Sincerely
Jenny

--
Jenny Lockwood
Acquisitions/Electronic Resources
New Mexico State University Library
PO Box 30006 Dept 3475
Las Cruces, New Mexico 88003
575-646-3104

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