JiscMail Logo
Email discussion lists for the UK Education and Research communities

Help for LIS-E-RESOURCES Archives


LIS-E-RESOURCES Archives

LIS-E-RESOURCES Archives


LIS-E-RESOURCES@JISCMAIL.AC.UK


View:

Message:

[

First

|

Previous

|

Next

|

Last

]

By Topic:

[

First

|

Previous

|

Next

|

Last

]

By Author:

[

First

|

Previous

|

Next

|

Last

]

Font:

Proportional Font

LISTSERV Archives

LISTSERV Archives

LIS-E-RESOURCES Home

LIS-E-RESOURCES Home

LIS-E-RESOURCES  2002

LIS-E-RESOURCES 2002

Options

Subscribe or Unsubscribe

Subscribe or Unsubscribe

Log In

Log In

Get Password

Get Password

Subject:

Re: Elsevier and Customer Service Record

From:

Lesley Crawshaw <[log in to unmask]>

Reply-To:

An informal open list set up by the UK Serials Group <[log in to unmask]>

Date:

Tue, 3 Dec 2002 12:03:32 -0000

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (105 lines)

Hi,

We signed a NESLI negotiated ScienceDirect license for 3 years which
terminates on the 31st December 2002, which gaves us cross access to
titles listed in Schedule 7 of the license we signed.

As journals ceased, titles changed publisher etc. the titles listed on
Schedule 7 began to look more and more depleted, and in the meantime new
content was appearing to which we had no rights because they were not
listed on Schedule 7 of our contract. Elsevier did promise to update the
list of titles listed in Schedule 7 in 2000, but then everything went
quiet.

In reality it has been a nightmare having to constantly check that we
had access to everything we were entitled to, especially when it's not
clear just what it is you are entitled to access, although this
particular problem is not restricted to ScienceDirect. My emails to SD
are littered with loads of examples of loss of access to titles, and
queries re: what we were entitled to access. Most of these emails never
received a response, but relied on us checking again and again on the SD
site about whether our access problems had been rectified and then
emailing SD yet again if they hadn't.

Then at the beginning of February 2002 a number of us here in the UK
noticed that we suddenly had access to a large number of additional
titles - we found 89 additional titles - we weren't sure whether this
was an error, but in the end we decided to add these titles to our OPAC
etc.

On the 12st April (yes that is two months later!!) we received an email
and attached worksheets from SD informing us that the "number of cross
access has gradually decreased, due to title changes, merged titles etc.
Therefore we came to the conclusion that we should update the 1118 list
with new titles and inform you accordingly". Now we understood why we
had access to these new titles, but why did it take so long for SD to
tell us?

We still don't understand the logic of why some titles are in the list
whereas others are omitted, e.g. why we now have access to some, but not
all of the Comptes Rendus titles e.g. we have access to Comptes Rendus
Chimie, but not Comptes Rendus Biologies, we have access to Comptes
Rendus Mecanique, but not Comptes Rendus Mathematique.

This one example i.e. waiting two months before informing UK HE
institutions (customers) that they had changed the list of titles that
we and our users were entitled to access is one that in my humble
opinion deserves one of the Golden Raspberrys of the year for poor
customer service.

That's all for now.

Cheers
Lesley

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Lesley Crawshaw, Faculty Information Consultant,
Learning and Information Services,
University of Hertfordshire, Hatfield, AL10 9AB UK
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
e-mail: [log in to unmask]
phone:  01707 284662      fax: 01707 284666
web: http://www.herts.ac.uk/lis/subjects/natsci/ejournal/
list owner: [log in to unmask]
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

-----Original Message-----
From: An informal open list set up by the UK Serials Group
[mailto:[log in to unmask]] On Behalf Of Stockley, Lisa
Sent: 02 December 2002 16:08
To: [log in to unmask]
Subject: Re: Elsevier


Hi,

>Has anyone any suggestions as to how we might proceed? or indeed has a
similar experience.

We have given up on trying to get ScienceDirect becuase they never reply
to our emails.

>Perhaps this list could have a Customer Service award each year for
>best
and worse service. I'd >nominate Ingenta for the best - they've been
brilliant with anything I've asked and so prompt. >>No prizes for
guessing who's at the bottom of my list.......

Funnily enough, at the UKSG InForum this morning we were discussing
exactly this - some sort of Golden Raspberry award? I'm not sure it
would have any effect though.

Lisa

Lisa Stockley
Assistant Librarian (Serials)
IEE Library
Savoy Place
London WC2R 0BL
020 7344 5434
Fax: 020 7497 7735


>Best Wishes to all
>Ros Doig

Top of Message | Previous Page | Permalink

JiscMail Tools


RSS Feeds and Sharing


Advanced Options


Archives

March 2024
February 2024
January 2024
December 2023
November 2023
October 2023
September 2023
August 2023
July 2023
June 2023
May 2023
April 2023
March 2023
February 2023
January 2023
December 2022
November 2022
October 2022
September 2022
August 2022
July 2022
June 2022
May 2022
April 2022
March 2022
February 2022
January 2022
December 2021
November 2021
October 2021
September 2021
August 2021
July 2021
June 2021
May 2021
April 2021
March 2021
February 2021
January 2021
December 2020
November 2020
October 2020
September 2020
August 2020
July 2020
June 2020
May 2020
April 2020
March 2020
February 2020
January 2020
December 2019
November 2019
October 2019
September 2019
August 2019
July 2019
June 2019
May 2019
April 2019
March 2019
February 2019
January 2019
December 2018
November 2018
October 2018
September 2018
August 2018
July 2018
June 2018
May 2018
April 2018
March 2018
February 2018
January 2018
December 2017
November 2017
October 2017
September 2017
August 2017
July 2017
June 2017
May 2017
April 2017
March 2017
February 2017
January 2017
December 2016
November 2016
October 2016
September 2016
August 2016
July 2016
June 2016
May 2016
April 2016
March 2016
February 2016
January 2016
December 2015
November 2015
October 2015
September 2015
August 2015
July 2015
June 2015
May 2015
April 2015
March 2015
February 2015
January 2015
December 2014
November 2014
October 2014
September 2014
August 2014
July 2014
June 2014
May 2014
April 2014
March 2014
February 2014
January 2014
December 2013
November 2013
October 2013
September 2013
August 2013
July 2013
June 2013
May 2013
April 2013
March 2013
February 2013
January 2013
December 2012
November 2012
October 2012
September 2012
August 2012
July 2012
June 2012
May 2012
April 2012
March 2012
February 2012
January 2012
December 2011
November 2011
October 2011
September 2011
August 2011
July 2011
June 2011
May 2011
April 2011
March 2011
February 2011
January 2011
December 2010
November 2010
October 2010
September 2010
August 2010
July 2010
June 2010
May 2010
April 2010
March 2010
February 2010
January 2010
December 2009
November 2009
October 2009
September 2009
August 2009
July 2009
June 2009
May 2009
April 2009
March 2009
February 2009
January 2009
December 2008
November 2008
October 2008
September 2008
August 2008
July 2008
June 2008
May 2008
April 2008
March 2008
February 2008
January 2008
December 2007
November 2007
October 2007
September 2007
August 2007
July 2007
June 2007
May 2007
April 2007
March 2007
February 2007
January 2007
2006
2005
2004
2003
2002
2001
2000
1999


JiscMail is a Jisc service.

View our service policies at https://www.jiscmail.ac.uk/policyandsecurity/ and Jisc's privacy policy at https://www.jisc.ac.uk/website/privacy-notice

For help and support help@jisc.ac.uk

Secured by F-Secure Anti-Virus CataList Email List Search Powered by the LISTSERV Email List Manager