Help : Statistics and After Sales Assistance

Who should I contact if I experience any problems with the resource?

Please contact the Adam Matthew Digital Administrator with any comments or questions that you have.

Is there any online help or training manual available?

All of our digital resources contain help pages to answer the most frequently asked questions. However, we are able to provide one-to-one training when required using the latest WebEx technology.

Using WebEx, we are able to arrange a convenient time to meet online and share a real-time view of any digital resource using a web browser window. A one-on-one chat over the phone, while viewing the shared browser window provides a convenient and simple approach to exploring our resources..

Please contact us for further details on using WebEx training.

 

Can WebEx be used for larger groups, rather than one-to-one?

WebEx browsing is available to groups using conference-call facilities (if you have them) and on multiple screens in multiple locations. Alternatively, the system uses a form of instant messenger 'chat' for non-telephone meetings, where attendees may ask questions, request information or ask to be guided towards a particular area of the resource.

The sessions can be recorded (i.e. a record of the 'chat' questions and answers is recorded in a transcript) and these can be sent for your future reference.

Please contact us for further details on using WebEx technology.

Will I require new software to take part in a WebEx meeting?

WebEx requires ActiveX technology only; no other download software is required.

Many Windows operating systems will have ActiveX enabled. if Activex is not enabled, you will be prompted to download or enable before joining a WebEx meeting. Download should take between one and two minutes, depending on your connection speed.

We would like to receive regular user statistics.

Adam Matthew Digital has completed the development of a counter-compliant statistics reporting tool, this is now available at www.counter.amdigital.co.uk. Please contact us (support@amdigital.co.uk) if you would like to set up access.

About Adam Matthew Digital’s COUNTER Reporting Tool:

 

Adam Matthew Digital’s new counter-compliant reporting tool provides DB1 reports in either CSV or XML and adheres to Phase 3 release of the Counter Code of Practice. For further information on the Code of Practice, please visit the Counter website at www.projectcounter.org.

Adam Matthew Digital is currently in the process of being added to the list of counter-compliant members, and an audit of our reporting tool functionality will take place before April 2010 and annually thereafter.

COUNTER and Google Analytics

 

It is our preference to migrate all customers from Analytics to counter usage statistics.

Customers with Google Analytics accounts will continue to be updated unless we receive a specific request to remove Google’s tracking codes from your account.

Removing the tracking codes will cause Analytics to show zero usage. This process can be reversed (i.e. the codes can be re-added at a later date), however any usage between this period cannot be retrieved.

Please contact us (support@amdigital.co.uk) if you would like your Analytics tracking codes removed, or have any other questions.

Are user statistics retrospective?

Counter-compliant user statistics are retrospectively available from July 1st 2009.

For institutions that do not have aceess to counter-compliant statistics or an Analytics account, we are able to provide basic statisitcs (number of visits, pages per visit) from May 2008 onwards.

Is my Urchin account still valid?

Urchin is no longer suppoted or provided by Adam Matthew Digital. We recommend that all our customers switch to counter-compliant statistics.

Can we add the resource to our proxy server?

Purchased resources may be added to your EZProxy (or equivalent) server database settings. Please ensure that your server database includes the following details:

Title:     Resource Name [e.g. Empire Online]
URL:     [e.g. www.resourcename.amdigital.co.uk]
Host:     secure.amdigital.co.uk
Host:     www.amdigital.co.uk
Domain: amdigital.co.uk

Domain: secure.amdigital.co.uk

What happens if your technology is superceded?

If any technological change should cause the Licensor (Adam Matthew Digital) to withdraw the licenced materials during the period guaranteed by your licence agreement, the Licensor will reimburse the Licensee in an amount that the reimbursement is proportional to the total fees owed by the Licensee under the agreement.