Dear Tommi
Thank you for your reply.
I appreciate that you have done much to smooth the transition, and your
regular reminders, from all directions, were very helpful and it certainly
is acknowledged that your company did more than most to publicise the
changes.
In response to one of them, I went onto your web site on 23rd December 2004
and, after finding out the relevant sub number, completed your IP Address
Registration for 5 titles that I knew about (Note that I had to discover
which titles were involved. Even this most recent letter, which is
specifically addressed to us as a subscriber, does not tell us which titles
we subscribe to.) Access to these is ok.
This most recent letter has come to me via another section of the library
where a member of staff has ticked our subs. One of these ticks is next to a
title that I did not know about when I activated in December. So I am
assuming that the letter, that says that you know that I haven't activated,
is referring to this title?........
Anyway, I now have to go onto your web site to activate this title. I can't
do this at the moment as I need the sub number and our system is down, and
we do not keep the carrier sheet sent with the print journal..... so I will
now email our agent to ask them for the relevant number.....
A lot of people are involved in order to get online access for our users.
This moan has been aired on this list before by others more eloquent than
me, and is not aimed personally; sometimes examples have to be given in
detail to explain exactly where the problem is.
Thanks very much
Sandra
Sandra Morris
Electronic Information Development Officer
Subject Support & E-Library Team,
Information Services,
Hugh Owen Library,
University of Wales,
Aberystwyth,
Ceredigion, SY23 3DZ
====================================
Email: [log in to unmask]
Phone: 01970 621892
FAX: (01970) 622404
Tîm Cynorthwywyr Pwnc ac E-Lyfrgell,
Gwasanaethau Gwybodaeth,
Llyfrgell Hugh Owen,
Prifysgol Cymru,
Aberystwyth,
Ceredigion, SY23 3DZ
====================================
Ffon: 01970 621892
====================================
-----Original Message-----
From: An informal open list set up by the UK Serials Group
[mailto:[log in to unmask]] On Behalf Of Tommi Grover
Sent: 17 June 2005 14:09
To: [log in to unmask]
Subject: Re: activation of online access
Dear Sandra, (if I may)
I'd like to offer an explanation (or perhaps a mitigation) on behalf of
Multilingual Matters.
We've recently moved our subscriptions from Ingenta to a system hosted by
Portland Customer Services, and which has our own branding of
multilingual-matters.net.
For some of our subscribers we may not have had the IP address recorded, and
we were not able to get this information from Ingenta when we moved. So in
quite a short time we've had to collate this information for all our
subscribers. In order to make this as easy as possible we announced that we
would not place access controls in place until March 31st, allowing all our
subscribers three months free access. This announcement was made on all
relevant list-servs, including this one, and we widely mailed all current,
past and potential subscribers several times, beginning in December/January.
The reason we now write to our customers to tell you that according to our
records you haven't activated the online subscription is because it is a
benefit that you have paid for and we want to be sure you are aware of it. I
can understand that in some cases these letters will go to customers where
it may be our fault that we haven't recorded the IP address properly, but
hopefully these cases are few. However, in the most cases these are going to
customers who haven't been aware, or haven't recorded the IP address with us
since the change of platforms. I hope you understand that we are trying to
do the decent thing in sending these letters, and it is an activity from
which we will gain no immediate financial reward.
We also recognize that this is a huge effort for Libraries, and this is why
we have always automatically renewed online access in the past and then only
cancelled access for those libraries that have cancelled subscriptions in
February, it is only because we switched platforms that this was not
possible in this renewal cycle. Next year we fully intend to do as you
suggest.
I'm truly sorry for any confusion and if you have any further problems with
any of our journals or other publications please contact me immediately
either via this list-serv or directly and we'll do our utmost to put it
right.
Best wishes, Tommi.
Tommi Grover
Director, Sales and Distribution
Multilingual Matters/Channel View Publications Clevedon, BS21 7HH England
Tel. +44 1275 876519
Fax. +44 1275 871673
E-mail: [log in to unmask]
www.multilingual-matters.com
Visit our website www.multilingual-matters.com to purchase books at 20%
discount!
We are proud to have our online journals included in the ALPSP Learned
Journals Collection: www.alpsp-collection.org
>-----Original Message-----
>From: An informal open list set up by the UK Serials Group
>[mailto:LIS-E- [log in to unmask]] On Behalf Of s morris
>Sent: 17 June 2005 11:10
>To: [log in to unmask]
>Subject: activation of online access
>
>I know this has been raised before, but can someone remind me why we
>have to activate our online access?
>
>I've just received a letter from Multilingual Matters Ltd stating that
>their records show that we may not have activated our online access.
>
>Why can they (and other organisations) not activate automatically each
>new sub? They already have our IP addresses.
>
>Later in the letter, the dreaded 'simply' word appears followed by 'few
>minutes of your time' so you start off ever hopeful, then come to a
>dead stop by the words 'subscription number' and '...carrier sheet sent
>with the print journal'.
>
>Taylor and Francis/Metapress is another provider that I have activation
>difficulties with.
>
>Sandra.
>
>
>Sandra Morris
>Electronic Information Development Officer Subject Support & E-Library
>Team, Information Services, Hugh Owen Library, University of Wales,
>Aberystwyth, Ceredigion, SY23 3DZ ====================================
>Email: [log in to unmask]
>Phone: 01970 621892
> FAX: (01970) 622404
>
>Tîm Cynorthwywyr Pwnc ac E-Lyfrgell,
>Gwasanaethau Gwybodaeth,
>Llyfrgell Hugh Owen,
>Prifysgol Cymru,
>Aberystwyth,
>Ceredigion, SY23 3DZ
>====================================
>Ffon: 01970 621892
>====================================
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