I don't think there is a set of criteria that you can use 'off the shelf'
for this purpose since libraries are often very different in their
requirements. Evaluating the performance depends crucially on the criteria
the library sets and agrees with the agent at the outset of the contract. If
no performance criteria have been set little evaluation can be done. Some
things you might like to consider as criteria are
Speed of acknowledgement of enquiries
Average time to resolve queries (often publisher rather than agent
dependent)
Completeness of reports and how closely they match your requirements
Accuracy of invoicing
Accurate and timely reports on problems they are having with suppliers on
your behalf
Prompt set up/registration of e-journals (for publishers that permit this
service)
Speed of response to access issues
How easy is it to work with your agent? ie always deal with knowledgeable
staff, can access senior management easily, replies always courteous and
helpful, willing to assist your new staff members learn the ropes etc.
Keeps to cost estimates (unless publishers prices change)
There are doubtless many other aspects you could include. But as a general
rule always look at the 2 or 3 really critical issues for your library and
measure your agent's performance against your criteria and or expectations
here. So if the ability to provide accurate invoicing to your specification
is the single most important aspect make sure that is a key aspect of your
evaluation - good performance elsewhere may be nice but not what you want.
And make sure that you have told your agent what are the key performance
drivers for you, if you have not done this crucial step (and it is
surprising how often this somehow gets missed out or changes down the years)
then the agent will be working on the wrong targets.
Rollo Turner
Secretary General
Association of Subscription Agents and Intermediaries
10 Lime Avenue
High Wycombe
Bucks HP11 1DP
UK
www.subscription-agents.org
Tel 01494 534778
[log in to unmask]
----- Original Message -----
From: "Ball, Jennifer - Assistant Librarian" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Monday, July 18, 2005 3:16 PM
Subject: Journal subscription services - evaluation criteria
We are currently reviewing our journal subscription service. If anyone
has used a set of evaluation criteria for choosing a service I would be
very interested.
Thanking you
Jennifer
Jennifer Ball
Assistant Librarian
Institute of Technology Tallaght,
Tallaght
Dublin 24
Ireland
Tel: +353 1 4042133
Fax: +353 1 4042700
E-mail: [log in to unmask]
Website: http://www.it-tallaght.ie/library
'The information transmitted is the property of Institute of Technology,
Tallaght.
It is possible for data transmitted by email to be deliberately or
accidentally corrupted
or intercepted. For this reason, where the communication is by email,
Institute of Technology Tallaght does not accept any responsibility for any
breach
of confidence which may arise through the use of this medium. Institute of
Technology
Tallaght sweeps emails for computer viruses known to it at the date of
transmission'.
|