Putting Out Westlaw OnePass Fires: The West Way to Customer Service -- Better Late Than Never But Not as Good as a Timely Heads-Up

So do you think sometime last week West's Lori Hedstrom (Marketing Manager, Librarian Relations) was planning to submit a message about the OnePass rollout to the pll-sis and law-lib listsersv yesterday afternoon? Or did it take Greg Lambert's Nov. 4th Westlaw's OnePass Fiasco: A Study In How NOT To Roll Out A Change blog post and/or LLB's follow-up to Greg's post yesterday morning, The OnePass Rollout Scramble for Westlaw Users: An Ounce of Communication Can Prevent a Pound of Complaints? (and/or others) to get some customer service the "West Way" by putting out the fires created by, to use Greg's words, "Westlaw's OnePass fiasco."

Hedstrom's listserv message contains some helpful information everyone, I think, would have very much appreciated well in advance of the rollout instead of being blindsided. I've republished it below in case you don't subscribe to either listserv or any other listserv she may have blasted yesterday. If you have access to the pll-sis and law-lib listserv archives, you can view law librarians complaints about the OnePass fiasco made in response to Heldstrom's listserv submission.

Hello Colleagues,

OnePass is a new sign on process where the Westlaw user will create his or her own unique username and password.  OnePass will provide better security and align our process with current Web standards.  The project will be implemented in phases so that our many Westlaw users can convert to the new system over time.  In response to questions on the listservs we offer the following resources.

Introduction to OnePass: Download OnePass_Customer_Presentation_11_09

Step by Step Process: Download OnePass_Step_by_Step

OnePass FAQ: http://west.thomson.com/support/customer-service/onepass/faqs.aspx

Quick Reference Guide: Registering Your Westlaw Password: http://west.thomson.com/documentation/westlaw/wlawdoc/wlres/onepass.pdf
 
To address a few specific issues that have been mentioned:

Most Westlaw users will not have to change their OnePass passwords every 90-120 days unless their firms elect to do so or they access content or products that require additional security, such as West Batch Processing. 

You can use the same OnePass for multiple applications just as your current Westlaw password can be used across applications.  OnePass will allow users who have access to multiple products (currently requiring different passwords) to use a single sign-on for all of them (i.e., Westlaw, Westlaw Business, West km and more).  Please refer to Accessing West Products with OnePass: Updating OnePass to Include Multiple West Applications, http://west.thomson.com/documentation/westlaw/wlawdoc/wlres/westpasw.pdf.  If you have questions about this process please contact Customer Technical Support at 1-800-WESTLAW (1-800-937-8529).

If you have questions specific to your firm’s issues or migration dates please contact your Account Manager and/or Librarian Relations Manager.  For general assistance please call 1-800-WESTLAW (1-800-937-8529).  There is a recorded message that will walk you through the steps or say “OnePass Assistance” for an agent to assist you personally.

Thank you for your patience as we work through this new system together.  We also will post this information on west.thomson.com/librarian  for your convenience.

Lori
Lori Hedstrom
Marketing Manager, Librarian Relations
West, a Thomson Reuters business
610 Opperman Drive, D5-N190
Eagan, MN  55123
Phone [redacted]
Fax [redacted]
lori.hedstrom@thomsonreuters.com
http://west.thomson.com/librarian

[JH]