Posting on behalf of Laurea Salvatore, Vice-President, Operations, Global Academic Division at Oxford University Press:



In February we completed the migration of journals to the new Oxford Academic platform, powered by Silverchair. While we are pleased to be offering our customers much improved platform designed with users' needs in mind, the transition has caused some temporary issues with our service. We would like to thank you for your feedback and patience during this transition period.



We are aware that some academics and library users have expressed concerns about these issues and we would like to reassure you that we are working to resolve them as quickly as we can. Please see below for an update on where we are with the priority issues that we have identified.


Proxy-related access icon (shopping cart). OUP is aware that some customers accessing journals through a proxy server like EZProxy have seen shopping cart icons next to articles despite having valid subscriptions, making the user think purchase is required for access. While users are able to click on the article and successfully access the full text, the inaccurate icon is misleading.  This issue is currently under investigation and OUP and Silverchair are committed to resolving it as soon as possible, ensuring our customers are able to quickly and easily access content.
Incorrect institution name. The Oxford Academic platform uses an institution's IP address for initial identification, which customers can administer for their convenience. There have been some instances where accounts have been incorrectly configured with part of an IP range from another institution, causing an incorrect institution name to display. This issue can be corrected very quickly by contacting Customer Services.
Indexing services.   Some indexing services (including PubMed) were initially unable to work with some detailed aspects of the data supply from the new Oxford Academic platform.  This has meant that there has been a hiatus in their indexing of new content.  We are working closely with all our partners to restore full functionality.
Missing content. Some content has been missing from some journal sites, ranging from specific articles and supplements, advanced access articles, and supplementary material.  Content is now 99.5% complete on the new platform and we expect all remaining article XML and PDF content to be live by April 7th.  Remaining missing content is mostly supplementary material, which requires specialist work to extract and represent on the new platform. We expect to complete the migration of the remaining supplementary content during April.
If you are experiencing any of these issues and would like assistance, please contact our Customer Services team using the contact details below.
We are pleased to report that the issues listed below have been resolved by our technical teams.
Institutional access. During the transition to the new Oxford Academic platform, some institutions experienced inconsistent or unreliable access to subscribed content in Oxford Journals due to an error in the interface into our account management system. This has now been corrected, but should you experience any further access issues please reach out to our Customer Services team who will be able to work with you to resolve any issues.

Broken links. Some readers may have noticed broken links - e.g. links leading to error messages.  This was due to a problem with the DOI presentation for about 0.4% of DOIs.  The vast majority of DOI links have now been resolved.



Stability. Like any newly launched platform, our site has seen a considerable upsurge in traffic as crawlers on the web try to crawl the new site. This activity can affect the performance of the site.  Undesirable crawlers are identified and blocked.  The site is not currently experiencing any issues that affect the user experience and we continue to monitor traffic and stability closely.



Thank you for your patience and support during this transition period. We have appreciated both the positive response we have had to the new platform, as well as the flagging of issues, bugs, and potential future developments. If you are having any issues with access to your content, please do not hesitate to contact our customer services team using the details below.



Sincerely,

Laurea Salvatore



Vice-President, Operations

Global Academic Division



Customer Services contact details:



Americas

Please direct queries to [log in to unmask]<mailto:[log in to unmask]>.

Tel:

+ 1 919-677-0977

+ 1-800-852-7323 (toll-free in USA/Canada)

Fax:

+ 1 919-677-1714.



UK/ Outside the Americas

Please direct queries to [log in to unmask]<mailto:[log in to unmask]>.

Tel: + 44 (0)1865 353907

Fax: + 44 (0)1865 353485





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