Affiliate library that isn't
This question relates to an affiliate library, not an FHC, but this seemed like the closest category. I asked my local public library to apply to become a FS Affiliate Library and was pleased when they agreed. Several months later, they were approved and appeared in the directory. Unfortunately, they appear to be an affiliate library in name only. No one at the library has any understanding of what being an affiliate library means or the concept of restricted FS records. They think providing a link to familysearch.org is all it entails. I was told I could use my laptop on their WIFI network. I still got the popup on restricted records (camera + key icon) , "To view these images do one of the following: ...Access the site at a FamilySearch affiliate library." I then tried accessing from their computers; no difference.
Since they were clueless, I tried calling FS help desk. I was passed around half a dozen times. Everyone tried to help, but no one understood or knew about the technical issues regarding affiliate library access to restricted records. They tried to contact FS technical support without success. I was on the phone for a good hour without making any progress until the phone call dropped.
So I've got an affiliate library that really isn't, and despite my best efforts, was unable to get anyone with technical knowledge on either end to help. I think I'm at a dead end. Does anyone have any ideas about else can be done? Thank you.
Answers
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Someone at your local public library had to complete the forms and supply the required information as outlined in this article:
https://www.familysearch.org/blog/en/familysearch-affiliate-library-how-to/
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I'm sure they did. Unfortunately, either the information they submitted was incorrect, or FamilySearch doesn't have the correct info entered, or (prob. most likely) access is limited to specific computers/IP address any may even be ones not publicly accessible. The library staff is clueless, including the director, and insist that there isn't a problem because they don't understand restricted records that are supposed to be accessible from an affiliate library.
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Find out the name of the IT Support person for your library system. FamilySearch would have been in touch with him/her to establish the connection.
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I am not connected with FamilySearch
There is a Help Center article which may be partially helpful for the information it contains, although it still hasn't been updated for contact details
https://www.familysearch.org/help/helpcenter/article/our-affiliate-library-needs-access-to-restricted-images Our affiliate library needs access to restricted images
There is an email address specifically for Affiliate Libraries which perhaps be the best contact given your experience of being endlessly transferred: affiliatelibraries @ familysearch.org (all joined up into one)
@Mark McLemore , @N Tychonievich Please see my previous post Another Blog and articles need to be updated for new email contact for Affiliates Libraries where I indicated that the Help Center article needed to be updated. This has still not been done. Perhaps the post from Kerry A Larsen will indicate why corrected HELPFUL information needs to be included in Help Center articles. THE ARTICLE "Our affiliate library needs access to restricted images" STILL NEEDS UPDATING
Also I note that this new topic was transferred by a moderator from the Category Family History Centers, which would have been my choice of category, to Search. I hope the new revised version of Community will make it clear where queries relating to Affiliate Centres, Family History Library, FS Digital Library should be placed.
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(Comments deleted by poster)
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Thanks very much for article links and the email address. I will try the email address and see if it gets me anywhere.
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I was pleased to receive a prompt reply from FS:
"Dear Kerry Larson,
Thank you for contacting FamilySearch.
The [XYZ] Public Library has indeed been approved as a FamilySearch affiliate library.
We apologize for the inconvenience, but we have not been able to activate this library's access to the records from FamilySearch.
To access the restricted records that should be available at an affiliate library, FamilySearch must have the Static IP address of the library.
Please ask the librarian or one of the staff members to contact FamilySearch at this email address and provide us with their static IP address. We are unable to open access to the records without it.
Thank you,
FamilySearch"
I forwarded this message and received a reply from the librarian:
"Our static IP address was sent to FamilySearch on August 10th."
I asked her to re-send the information. It's disappointing that these two organizations can't seem to communicate with each other.
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Good news. The library did re-send the IP address and FS received it. FS said that the information was sent before but didn't get forwarded to the right email address. I thought this was going to be hopeless, but looks like it's going to work out. Thank you Maureen and Aine for your help.
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Good luck, Kerry!
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I have been searching for written instructions that can be given to patrons. We are located in Virginia in the country and many of our patrons are elderly and other have to travel up to 3 hr. round trip. It would be very convenient to hand them the information (and sit with them, if necessary, so they can go at their own speed and write things down on their paper instructions. Have been looking for this information for several months. We will be teaching two genealogy classes Dec. 1st and have 60 signed up to take them.
Thank you!
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I have been searching for written instructions that can be given to patrons
Are you in an Affiliate Library (the subject of this discussion)? It sound more likely you are in a FamilySearch Family History Center, in which case you may get better responses if you post a separate question in the category Family History Centers, with a title more relevant to your query.
Edit: This topic has now been moved to the Category Family History Centers
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