Q:
What is SAM (Smart Access Manager)?
A: SAM is a comprehensive public PC
management, Internet access and print cost
management software system that will seamlessly
manage all public-use technologies for libraries.
Q: Why should I implement
SAM at my library?
A: SAM enables a library to equitably share
limited public computers among many patrons,
to control or recover the costs of printing
and other pay-for-services (i.e. photo copies,
fees & fines, etc.) and to free staff
from constant involvement with the public
access PCs through self-service options.
Q: What are the primary
benefits of a comprehensive Access Management
System?
A: Empowers patrons and visitors, enhances
the level of staff productivity, improves
customer service and recovers costs.
Q: Why has Access Management
become so critical to libraries today?
A: The growing number of public-use computers
in libraries has had a profound impact on
the type of service they provide. Unfortunately,
librarians have felt the brunt of this increase
because PCs can demand continuous babysitting.
Many libraries continue use manual sign-up
sheets and to collect print payments via the
honor system. However, as libraries add more
PCs, it is essential that staff be relieved
of the responsibility of controlling time,
reserving computers and excepting payments
for all printed documents.
Q: Why is the discovery
and selection process for the right Access
Management System so important?
A: Public-use PCs are arguably the most visible
technology investment to libraries. Properly
managed, public PCs increase community reliance
upon the library…improperly managed;
they undermine quality service, reduce staff
productivity, and squeeze operating funds.
Q: Does SAM require a separate
card (i.e. vend or smart card) or will it
work with the library’s current library
card?
A: No, SAM has been designed to work with
the library’s current card.
Q: How does SAM go about
authenticating users?
A: SAM provides different options for authenticating
users. The library can either have SAM interface
directly with the Integrated Library System
(ILS) in real-time via SIP, Patron API or
ODBC protocols or a student management system.
The library may also elect to do a one-time
patron import into the SAM database, eliminating
the need to purchase the protocol licensing
from their ILS vendor.
Q: What about the on-going
maintenance of patron records?
A: SAM can link in real-time with your Integrated
Library System (ILS) so that when you add,
edit, or de-activate a patron record it is
automatically reflected in SAM. At the same
time, this allows SAM to check various sets
of patron data (i.e. lost, expired, delinquent,
fees & fines, etc.) and deny access based
on library policy.
Q: Does SAM require a server?
A: Yes.
Q: What are the differences
between server (web server) and non-server
based (distributed architecture) solutions?
A: Centralized Server-based (web) systems
take advantage of the power of the Internet
to provide anywhere-anytime administration
and real-time reporting of all program components
for one or many remote locations. Older legacy-based
(distributed architecture) solutions are a
collection of disjointed, unrelated components
that carry a much higher Total Cost of Ownership
(TCO).
Q: What is the impact on
bandwidth and network traffic for server vs.
non-server based solutions?
A: The small communication packets (HTTP)
used by a centralized web-based system do
not impact the network traffic within a LAN
or WAN environment. SAM clients communicate
only small activity and transactional data
with the server; print spool files travel
directly from client to server. Older non-server
based systems however can drastically increase
the level of traffic due to their reliance
on the library’s existing LAN and the
fact that each and every PC needs to continually
communicate with one another.
Q: What happens if the
Internet connection goes down, the server
is offline or the ILS link is broken?
A: SAM has been designed with fail-over and
safe mode default mechanisms to seamlessly
handle communication disruptions. This allows
patrons to have continued access to the computers,
yet at the same time the library can enforce
their library policies.
Q: How is the SAM system
updated once it is installed?
A: SAM has been designed with a powerful Updater
that is included as part of its server software
package. This enables a library to easily
update client computers remotely from single
site libraries up to large multi-site county
systems without needing to revisit each workstation.
Q: Does the library and/or
the patron have to worry about privacy?
A: No. SAM will automatically protect the
privacy of the patrons; it will not keep track
of their work and will clean out their bookmarks,
favorites, cookies cache and Internet temp
files at end of session.
Q: With on-going privacy
concerns, how does the library handle the
patron activity information within the SAM
database?
A: The SAM Personal Privacy Protection Manager
enables a library to specify what user-identifiable
information is retained in the SAM database.
It renders unusable the specified elements
of activity and transaction data while maintaining
the integrity of retained detail and statistical
data.
Q: Can SAM recognize a
user as an individual, adult vs. child?
A: Yes, SAM can recognize each user as an
individual so when used to manage Internet
content it arms libraries with a powerful
tool to resolve the conflict between unrestricted
access to information, community standards,
and state or federal regulations (CIPA).
Q: How does SAM recognize
a patron?
A: SAM starts by displaying a login box. A
patron enters their library card number and
PIN (optional) to begin a computer session.
Based upon the information SAM receives from
the ILS (i.e. DOB, patron type, etc.) and
the library’s Computer Use Policy, SAM
directs the appropriate access to user the
user.
Q: Does a user have to
be a member of a library to use a SAM?
A: No.
Q: How does SAM handle
visitors to the library?
A: SAM provides the library with many flexible
options for handling visitor access. This
includes everything from re-usable visitor
cards, to randomly generated one-day visitor
access passes to a complete self-service option
whereby the SAM Account Payment Machine (APM)
can dispense and activate visitor cards.
Q: What type of options
does SAM provide for Print Cost Recovery?
A: SAM provides unparalleled flexibility in
controlling and recovering costs from printers,
copiers and microfilm reader/printers to meet
the diverse requirements of various locations.
It allows each library to choose among print
methods that best serve its customers and
current policies. You can select from client-based
release strategies with SAM Print Express
and My Queue to dedicated print release station
configurations.
Q: Can you use different
print control configurations at different
locations (i.e. print release stations at
Central, and the client-release (no dedicated
print release stations) at smaller branches)?
A: Yes.
Q: What type of payment
options does SAM offer for Print Cost Recovery?
A: SAM provides many flexible configuration
options to meet the needs of every library.
You can have SAM simply notify the user of
what they are printing and limit total prints;
implement self-service coin/bill acceptors
directly to print release stations; allow
staff to record patron payments; or use Account
Payment Machines (APM) which allow patrons
or visitors to deposit money into their SAM
account without staff involvement with or
without dedicated print release stations.
Q: Why is the Account-Based
System so much more powerful versus the older
method of paying cash as you release print
jobs using coin/bill towers (COD)?
A: The SAM account-based system supports the
library’s existing library cards (debit
and smart cards are not necessary) and its
payment functionality is flexible enough to
extend beyond print to your copiers / microfilm
readers as well as allowing a patron to pay
for fees and fines while reducing coin-op
dependence at the library.
Q: Can SAM automate the
process of manual sign-up sheets that staff
members currently use to assign patrons PCs?
A: Yes, SAM provides both a true First Available
Sign-Up option as well as a web-based reservation
system.
Q: Is SAM an Internet filter?
A: No, SAM is not an Internet filter. However,
it can integrate with most industry leading
server-based filters and enables the library
with state-of-the-art manipulation of the
filter product to address Internet issues
at the public service, administrative and
technical levels.
Q: Why are ordinary filters
not designed for libraries?
A: Unlike SAM, ordinary filter technology
is directed to the computer or network account,
not the individual. It is designed for schools
or businesses in which most users are denied
the freedom of choice to manage their personal
access to the Internet. While most filters
provide an override for those times when unfiltered
access is appropriate, this function is staff
intensive, requires close supervision, and
compromises the objectivity of your Internet
Policy.
Q: Why do ordinary filters
make CIPA compliance nearly impossible for
libraries?
A: a) Adults have to request unfiltered access
at staff desk
b) Staff has to verify
age and manually override the filter
c) Hopefully staff
will be available and remember to restore
the filter at the end of that adult’s
session
Q: How does SAM provide
the freedom of choice missing in Internet
filters?
A: a) Automatically differentiates children
from adults
b) Lets adults select
Internet access levels in real-time privately
c) Works with leading
filter products
d) Requires NO staff
involvement
e) Uses the library’s
existing library cards
f) Fully automates
CIPA compliance
