Dear ILL Colleagues
Does anyone else share my concern at the changes to the Urgent Action
Service?
We are not heavy users of the service, but when we use it, it is very
important to us to know that requests are being dealt with immediately and
that we get very quick feedback about any problems that might be occurring
so that we can inform our reader and sort them out. It is also important
to us that when we ask for an article to faxed to our reader - who could be
anywhere in the UK or elsewhere - that we were also informed that the fax
is being sent, and could alert the reader if necessary.
We now not being informed about faxes being sent and we do not get phone
calls reporting problems, but responses sent automatically.
What is the experience of others? I haven't had anything from BL before
these changes were introduced and I feel that they are not helping us to
deliver the service which we want to give our readers. I know that Jenny
Brine reported her recent experience with SED, but what I miss with these
changes is the interaction with staff at BLDSC so that we know what is
happening and can make sure that problems are sorted out promptly.
Jean
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Jean I. Bradford
Serials and Inter-Library Document Supply
University of Bristol Information Services
Arts and Social Sciences Library
Tyndall Avenue
Bristol BS8 1TJ
Tel: 0117 928 8008 Fax: 0117 925 5334
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