Updating message about locked records
Perhaps the message displayed when an online record is locked could be updated to indicate while some locked records will be available but others will not be available. This would not require programming changes. Of course, the other possibilities are to remove those records that are not available even at the FamilySearch centers from the catalog or have a special icon or color or some other indicator that they are just not available online at FamilySearch.org.
I just spent an hour with historical records and tech support because a patron had been directed to come to a FamilySearch center to view records only to find they were still locked. The patron is not a member of the Church and was very understanding but it would have been good if she had known in advance that those locked records might still be locked at the center. [I didn't really know why they were still locked and I have been working at FamilySearch centers since before the FamilySearch app and before centers had computers.]
I know we don't want to discourage people from coming to the center but it isn't good PR if someone comes with the expectation of accessing records at the center and then can't.
Maybe an explanation of why records aren't available online would also be helpful. Many people don't understand that the process involved of how FamilySearch obtains the records it has and why some aren't available on online. Many people may not care but when these frustrating situations occur, it may relieve the frustration that patrons feel to be prepared in advance.
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Some Affiliate libraries have lost their access to all restricted images. All of them in my county, to be precise. I don't know why the map still has them there because you can see nothing more at these locations than you can at my house. I have to go to a Mormon church to see restricted images now.
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FamilySearch has never shared details of its contracts that lead to how we are able to view images from its database. I remain fairly convinced that some restrictions are the results of errors and that there are probably plenty more images (or even indexed material) that we could be viewing without restrictions, if only "FamilySearch" had time to review their current status / finer details of its contracts.
The situation you describe, whereby: "a patron had been directed to come to a FamilySearch center to view records only to find they were still locked" should not really arise, as the patron should be able to see the true position regarding access by attempting to open up the record from home. This should advise whether it can only be seen at a FamilySearch establishment, and/or at an Affiliate Library, etc. I forget what terminology is applied (I think it has changed), but there should also be a way of ascertaining that, wherever view from, certain records can only be accessed by members of the LDS Church.
Therefore, I would advise checking the status (from a public account) before setting off from home in a hope / belief you will be able to view it elsewhere. In your main example, the patron should not have had to made the trip if she had made the check herself, rather than possibly relying on a misinterpretation of the situation by (possibly) an inexperienced volunteer.
On the general issue of restricted material, as I have suggested FamilySearch probably does not have the resources to deal with the matter in the way we might wish it to. Also, it appears to be a set policy not to provide certain information, which might reveal details of a contract with a third party. There can also be the situation (as you appear to reference) whereby a set of images that previously was freely available to view on the website suddenly completely disappears - links and all! Sometimes this appears to be due to a contract expiring, but an other occasions maybe just a "glitch": as I have seen batches of records / images reappear almost as fast as they had become unavailable to view!
Unfortunately, we do have to accept we will never be advised of the finer detail behind records coming and going, nor of the apparent arbitrary availability of some records when others (relating even to the same area and time period) cannot be viewed. It can be very frustrating, but don't expect there to be any change in the situation any time soon.
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