Firewalls, Ad-blockers, Web Accelerators, etc.: Helping Remote Users of Electronic Resources Overcome Barriers to Access

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Firewalls, Ad-blockers, Web Accelerators, etc.
Helping Remote Users of Electronic Resources
Overcome Barriers to Access
OFF-CAMPUS LIBRARY SERVICES CONFERENCE

• Presented by David Bickford
• Dean of University Learning Resources
  University Librarian
• University of Phoenix
• Off-Campus Library Services Conference
• Savannah, Georgia
• April, 2006
• PowerPoint Design by Brenda Ellis

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Importance of Topic

• Remote access to electronic resources is becoming
  the norm for most libraries.
• User concerns about Internet security continue to
  grow as broadband connections proliferate.
• Libraries market share depends on how close they
  come to being the path of least resistance.

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Presenters Experience with Topic

• Institutional circumstances lead to 99 of
  library database use from off campus. Library
  websites therefore treat all users as remote,
  even if they are on campus.
• The University Library serves approximately
• 300,000 students
• 170 campuses and learning centers

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Presenters Experience with Topic
Non-traditional students demand convenience and
customer service they expect resolutions to
access problems.
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Presenters Experience with Topic

• Library uses a variety of authentication methods,
  including both referring URL and IP address via
  EZproxy.
• Students provide their own computers and Internet
  service, leading to a wide variety of possible
  computing environments.
• Students often obtain access from their
  workplaces, leaving them at the mercy of their
  employers network administrators.

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Authentication Methods and their Vulnerabilities

• Referring URL This method is easy to implement,
  but many consumer firewall products strip this
  information from the http header.
• Cookies Some applications block persistent
  and/or third-party cookies.

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Authentication Methods and their Vulnerabilities

• IP Address -- Most institutions use a proxy to
  enable off-campus access.
• EZproxy has traditionally used non-standard port
  numbers that numerous workplace firewalls block.
• Traditional Proxies Browser settings changes
  needed for one library can disrupt access to
  resources provided by other libraries.

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Referring URL

• Also known as referrer or referer. (Spellings
  vary.)
• Involves granting access to a page based on
  previous page visited.
• Minimizes traffic on librarys network by handing
  user to vendors site.
• Can be used directly with some vendors or
  indirectly by authenticating access to EZproxy.
• Not appropriate for high-security situations, but
  good enough for regulating access to licensed
  resources.

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Referring URL

• Some consumer security applications block this
  information by default.
• The intent of blocking is typically to prevent
  sites from reading users search engine queries.
• Most consumer security applications use cryptic
  wording to describe this function browser
  privacy, client connection info, etc.
• Very few use the official terminology.
• Most end-users and many network administrators
  are minimally familiar with this function.

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IP Address EZproxy

• More problematic for workplace users than home
  users.
• Traditional method (proxy by port number) is
  blocked my many workplace networks due to usage
  of non-traditional port numbers (2048 and
  higher).
• New method (proxy by host name) eliminates
  problems for the end-user but makes some
  campus/municipal IT departments nervous because
  of a wildcard in the librarys DNS entry.

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IP Address EZproxy

• Newer method refines proxy by host name with a
  feature that allows EZproxy to act as its own
  mini-DNS server, overcoming the wildcard issue.
• More information at http//www.usefulutilities.com
  /support

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IP Address Traditional Proxies

• Involves user adjustments to browser settings.
• Browser settings persist until changed, even if
  users access expires.
• Browser settings can cause problems when
  multiple users share the same computer.
• Some workplaces may not permit adjustments to
  browser settings.

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Cookies

• Misunderstood and feared by some end-users.
• Persistent cookies can be useful for maintaining
  user preferences and enabling easier return
  visits to sites, but some applications block
  these by default.

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Cookies

• Third-party cookies are not always evil. Some
  authentication across domains can trigger
  third-party cookies alerts.
• Some consumer security applications block both by
  default.
• A frequent cookie clean-up may be a better
  strategy than a no-cookie diet.

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Additional Considerations

• Some Web-accelerators (e.g. NetZero HiSpeed) can
  cause problems with EZproxy and Internet
  Explorer.
• Some ad-blockers and pop-up blockers can block
  sites that fit into neither category.

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Software Known to Cause Remote Access Problems

• Consumer Firewalls
• Norton Internet Security
• Norton Personal Firewall
• Zone Alarm Pro
• McAfee Internet Security
• Workplace Firewalls
• Watchguard

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Software Known to Cause Remote Access Problems

• Ad Blockers
• AdSubtract
• Web Accelerators
• Netzero High Speed

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Additional Complications From User Behavior

• Tendency to install software at highest possible
  settings.
• Some programs default to high settings.
• Some users will choose the highest setting when
  presented with a choice.

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Additional Complications From User Behavior

• Tendency to turn off software rather than making
  minimally necessary changes.
• Some programs run in the background or come back
  after a reboot, even if the user has turned them
  off.
• Telling users to turn off protective programs
  creates potential liability and customer
  relations issues.

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Additional Complications From User Behavior

• Tendency to confuse security and privacy.
• Some users are confused about terminology (e.g.
  thinking that cookies and pop-ups are the same
  thing).
• Some users have difficulty differentiating
  between annoyances (e.g. pop-ups) and threats
  (hacker attacks, identity theft, etc.)
• Some users are confused about cause-and-effect
  (e.g. believing that cookies alone can cause
  spam).

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Additional Complications From User Behavior

• Tendency to confuse firewalls with anti-virus
  software.
• Most companies that develop one also develop the
  other.
• Multipurpose product suites are often available.
• Some users will waste time adjusting the wrong
  program or needlessly turn off antivirus
  protection.

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Additional Complications From User Behavior

• Users sometimes occupy two extreme positions
• Gullible users tend to turn off all protection
  even when such a drastic course of action is not
  necessary.
• Militant users resist modifying any settings and
  demand to know the justification for each change
  made.

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Additional Complications From User Behavior

• Users with technical knowledge (real or imagined)
• May overwhelm library staff with techno-babble
  that ignores real issue.
• May be more interested in second-guessing Web
  design and programming than in solving their own
  problems.

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Special Considerations for Workplace Library
Users

• Users may not have the ability to download and
  install needed software.
• Workplaces may be subject to externally imposed
  security constraints
• credit card processors
• Sarbanes-Oxley
• government contracts

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Special Considerations for Workplace Library
Users

• Users may be violating acceptable use policies by
  doing school research from workplace machines.
• Users may face bureaucratic obstacles in reaching
  appropriate personnel.
• Some IT security functions are outsourced, making
  changes harder to implement.

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Vendor Error Messages Tend to be Cryptic

• Some use excessively vague or technical
  terminology.
• Some offer no opportunity for in-depth resolution
  of problems.
• Some present a login prompt that users
  incorrectly associate with institutional user
  names and passwords.

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What Does This Mean to the Average User?
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Or This?
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Vendor Troubleshooting Strategies Sometimes Do
More Harm Than Good

• Vendor tech support staff routinely ask for
  users IP address and assume they must add it if
  not on file.
• This often makes the problem worse because it may
  enable access for one user while delaying
  diagnosis of the underlying problem.
• Only the most sophisticated vendors really
  understand remote access.

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Vendors May Impose Additional Challenges

• Use of plug-ins to view content sets the bar
  higher for novice users.
• Workplace users may not be able to install
  plug-ins.
• Some terms such as Active X spook network
  administrators even if the usage is benign.
• Some vendors may contradict one another in terms
  of software version demands.

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Can Your Workplace Users Install This Software?
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How About This Software?
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Vendors May Impose Additional Challenges

• Vendors increasingly push search toolbars and
  desktop search icons.
• These seldom work unless the user is either on
  the campus network or connected via a traditional
  proxy server.
• Challenge to vendors Allow subscribing libraries
  to customize these tools so that a proxy string
  becomes part of the search tool.

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Can Your Remote Users Use This feature?
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How About This One?
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Vendors May Impose Additional Challenges

• Vendors increasingly enable alerts, RSS feeds,
  deep links, and other tools that present URLs
  directly to the user.
• Direct-from-vendor URLs often do not work for
  remote users.
• Challenge to vendors Allow subscribing libraries
  to customize these tools so that a proxy string
  becomes part of the URLs presented to end-users.

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Could Your Remote Users Make This URL Work?
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How About This One?
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Email Communications Also Present Issues

• Many vendors allow direct emailing of documents.
• Many libraries use email as part of virtual
  reference initiatives.
• Many ISPs and Software vendors now provide
  anti-spam appliances.
• Documents and virtual reference responses often
  get stuck in the spam filter.

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As a Result, Libraries Are Often Left To Handle
Their Own Technical Support
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Strategies For Managing The Technical Support
Burden

• Presenting help pages near the point of access
  denial.
• Constructing menus that lead users to resolution
  of their own difficulties.
• Pointing links to help pages provided by software
  vendors.
• Recommending both basic (easy but broad) and
  advanced (harder but narrow) modifications when
  possible.

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Strategies For Managing The Technical Support
Burden

• Reassuring skeptical patrons and network
  administrators of the Librarys intentions.
• Assessing information from user Trust but
  verify.
• Assigning appropriate personnel to technical
  support.
• Partnering with other organizational units for
  24/7 technical support.
• Accepting occasional failures.

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Present Help Pages Near The Point Of Access
Denial.
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Construct Menus That Lead Users To Resolution Of
Their Own Difficulties.
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Point Links To Help Pages Provided by Software
vendors.
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Recommend Both Basic And Advanced Modifications
When Possible.
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Reassure Skeptical Patrons And Network
Administrators Of The Librarys Intentions.
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Assessing Information from User Trust But Verify

• Users are not always aware of what programs exist
  on their computers.
• Some programs are pre-installed others are
  installed by spouses, roommates, etc.
• Suggested actions
• Ask user to read the list of all programs
  installed.
• Ask users to check their system trays for unknown
  icons.

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Assign Technical Support to Appropriate Personnel

• Reference librarians are not necessarily good at
  technical support.
• Web developers and system administrators are not
  necessarily good at technical support.
• Effective technical support personnel combine
  technical knowledge, problem-solving skills,
  communication skills, and empathy for end-user.

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Partner With Other Organizational Units for 24/7
Technical Support.

• Technical calls can distract reference personnel
  and create tension when questions exceed their
  expertise.
• With distance education initiatives growing, many
  colleges and universities have created technical
  support call centers.

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Partner With Other Organizational Units for 24/7
Technical Support.

• Technical support will receive library-related
  calls anyway, so why not train them to answer the
  calls correctly?
• Beware Users sometimes confuse technical issues
  with research issues.
• Beware Vendor-provided technical support can
  sometimes do more harm than good.

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University of Phoenix Experience April 2004

• Migration of University Library toll-free number
  from Library staff to 24/7 Tech Support call
  center.
• Training of skill group within Tech Support on
  library issues.
• Reassignment of library staff to course reserves,
  document delivery, and other activities requiring
  their expertise.

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University of Phoenix Experience April 2006

• Tech Support now handling all library telephone
  calls over 2,000 per month.
• Multilingual support.
• Improved customer service and employee morale.
• Knowledgebase enables continuous flow of
  accurate, up-to-date troubleshooting information.
• Not perfect, but generally a success story.

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Accept Occasional Failures

• It is impossible to anticipate every possible
  combination of operating system, browser, and
  software.
• Some users may be unwilling or unable to provide
  a complete description of their computing
  environments.
• Some users will be faced with computing
  environments outside their control.
• Library personnel have a hard time accepting
  failure to resolve patron needs, but must focus
  on the big picture.

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Future Trends

• The situation will get worse before it gets
  better due to increasing concerns about Internet
  security.
• New vendor initiatives such as toolbars, desktop
  search icons, RSS, etc. may present additional
  complications.
• The issues surrounding new authentication
  technologies (e.g. Shibboleth) warrant further
  examination.

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Role Playing

• Partner with someone near you.
• One person is the user the other is the
  librarian.
• The user should be persistent and perhaps even
  annoying. Dont make it too easy.
• Spend 10 minutes outlining ways for librarian to
  handle the scenario.
• Present the scenario to the group.

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Role Playing Scenario 1

• User Student in an IT degree program, likes to
  tinker, relies on open source, little
  understanding of digital libraries.
• Complaint A subscription library resource
  requires Internet Explorer and does not support
  the students favored alternative browser.

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Role Playing Scenario 2

• User Non-traditional student, computer novice,
  shares home PC with spouse and children.
• Complaint A firewall error message comes up
  every time user tries to reach a subscription
  database. User is not aware of any firewalls on
  machine and is only minimally aware of the
  computers working.

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Role Playing Scenario 3

• User Security administrator at corporation.
  Asked by employee, who is also your user, to
  resolve access problem. Minimal awareness of
  libraries and their remote access processes.
• Complaint Your Ezproxy implementation requires
  use of non-standard port numbers. These are
  perceived as a security risk.

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Role Playing Scenario 4

• User Faculty member who has tried to send direct
  links to articles to students. Uses library
  resources from office on campus. Minimally
  familiar with remote access processes for
  students.
• Complaint Links that work for the faculty member
  are failing for students who are off campus.

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Role Playing Scenario 5

• User Non-traditional student who lives at home
  with spouse who attends another institution.
• Complaint Links from your Web site to
  subscription resources are being re-routed to a
  login page at the spouses institution.

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Role Playing Scenario 6

• User Off-campus student who likes to use
  technology for convenience. Eager to try new
  tools.
• Complaint Student downloaded vendors search
  toolbar but the toolbar produces only an
  authentication error. Student wants to know why
  tool does not work as advertised.

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Role Playing Scenario 7

• User Tech-savvy faculty member who likes to use
  the latest cool features to enhance courses.
• Complaint Faculty member has tried to
  incorporate a vendors RSS feed into a course Web
  page, but the links to full text fail for
  off-campus users.

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Role Playing Scenario 8

• User Student with moderate technical skill but
  little patience for poor customer service.
• Complaint Student has been told to obtain Adobe
  Reader Version 7 by one vendor, but told not to
  use anything higher than Version 6 by another.
  Students wants a consistent recommendation.

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Role Playing Scenario 9

• User Parent of young (18-21) student who lives
  at home while attending online classes at your
  institution.
• Complaint Parent is concerned about
  recommendation to relax certain firewall
  settings. Parent fears student will be vulnerable
  to exploitation if firewall is relaxed.

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Role Playing Scenario 10

• User University president. Not a heavy library
  user, but generally supportive of the library in
  the budgeting process. Frequent traveler.
• Complaint President likes using a specific
  resource and has tried to create a desktop icon
  that will work from any location. The desktop
  icon works only on the campus network.

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Role Playing Scenario 11

• User Campus IT Director. Minimally aware of
  library and its processes.
• Complaint IT Director wants to install strong
  firewall software on each machine issued to
  faculty members. Demands to know why
  modifications are necessary to ensure access to
  library resources.

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Role Playing Scenario 12

• User Student who has encountered an access
  problem and contacted vendor directly.
• Complaint Vendors proposed solution, adding
  students IP address to your account, worked only
  for one session. Student is now on a different IP
  address and the problem has returned.

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Conclusion

• Observations from role-playing
• Should we treat all users as remote?
• Questions and comments