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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Hi Steve,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">We’d like to apologize to you
<b>and</b> <b>all others </b>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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Best,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Matthew<o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:9.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:9.0pt;font-family:"Arial",sans-serif">Matthew Ragucci, MLIS</span></b><span style="font-size:9.0pt;font-family:"Arial",sans-serif"><br>
Library Technical Services Manager<br>
<br>
Wiley / 111 River Street, 4-SE-220 / Hoboken, NJ 07030-5774 / U.S.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="DE" style="font-size:9.0pt;font-family:"Arial",sans-serif">T +(1) 201 748 5927 / M +(1) 201 937 5936 /
</span><a href="mailto:mragucci@wiley.com"><span lang="DE" style="font-size:9.0pt;font-family:"Arial",sans-serif">mragucci@wiley.com</span></a><span lang="DE" style="font-size:9.0pt;font-family:"Arial",sans-serif;color:blue"><br>
</span><a href="http://www.wiley.com/"><span lang="DE" style="font-size:9.0pt;font-family:"Arial",sans-serif">www.wiley.com</span></a><span lang="DE" style="font-size:9.0pt;font-family:"Arial",sans-serif"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="DE" style="font-size:10.0pt;font-family:"Arial",sans-serif"><br>
</span><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><img border="0" width="115" height="24" style="width:1.1979in;height:.25in" id="_x0000_i1026" src="cid:image001.jpg@01D39396.A89F0E50"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><b>From:</b> Eril-l [mailto:eril-l-bounces@lists.eril-l.org]
<b>On Behalf Of </b>Steve Oberg<br>
<b>Sent:</b> Monday, January 22, 2018 1:39 PM<br>
<b>To:</b> Serials in Libraries Discussion Forum <SERIALST@LISTSERV.NASIG.ORG>; eril-l <eril-l@lists.eril-l.org><br>
<b>Subject:</b> Re: [Eril-l] Is Wiley Online Library accessible to you?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="xmsonormal" style="background:white">As of this morning, everything on Wiley Online Library appears to be working properly again, including the ability to download PDFs.<o:p></o:p></p>
<p class="xmsonormal" style="background:white"><o:p> </o:p></p>
<p class="xmsonormal" style="background:white">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.)<o:p></o:p></p>
<p class="xmsonormal" style="background:white"><o:p> </o:p></p>
<p class="MsoNormal">Steve<o:p></o:p></p>
<p class="MsoNormal"><span style="color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:black">Steve Oberg<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;color:black">Assistant Professor and Group Leader for Resource Description and Digital Initiatives<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;color:black">Buswell Library, Wheaton College (IL)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;color:black">+1 (630) 752-5852<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;color:black"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt;color:black">President, </span>
<a href="http://www.nasig.org/"><span style="font-size:9.0pt;color:#0563C1">NASIG</span></a><span style="font-size:9.0pt;color:black"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:9.0pt"><img border="0" width="175" height="48" style="width:1.8229in;height:.5in" id="Picture_x0020_1" src="cid:image004.png@01D39393.25668E30" alt="cid:image004.png@01D39393.25668E30"></span><o:p></o:p></p>
<p class="xmsonormal" style="background:white"><o:p> </o:p></p>
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