(and most LMS are way behind in their support of electronic journal
workflows compared to print (hence many libraries using an unholy mix of
ERMs, knowledge bases and home-grown sellotape-and-string solutions like
spreadsheets to manage their e-journals).

Hence my discussion on the list about Service Desks and why libraries
may need to have one so that user access problems can be co-ordinated
and publisher issues are recorded with audits of accessability and
technical problems. You then have some concrete evidence especially when
having Service Level Agreement discussions. If users are given a Service
Desk and it is configured properly to each electronic service you
supply, then if they if they have a problem with that resource you get
to hear about pretty quickly. Allocate staff as supplier specialists and
get straight on to the supplier for answers - supplier specialists will
have a list of outstanding issues and will be regularly chased - so you
will chase the supplier - until the issue is resolved. Unresolved issues
will have time stamps so you will know when it was an issue and how long
the supplier took to resolve it. Supplier reports generated by a good
service desk system are brilliant to have at hand when meeting suppliers
- showing outstanding issues, user service suggestions and timed audits
of services or titles within that service not being available. If you
have a really sophisticated system and you have well organised Service
Level Agreements - when service levels are not met - you have immediate
confirmation of SLA breach with a supplier... I could go on....


Andy


Andy Richardson MCLIP
Health Specialist Librarian
Multi Professional Resource Centre 
Colchester Hospital University NHS Foundation Trust
tel: 01206745982
email: [log in to unmask]
-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information
Community [mailto:[log in to unmask]] On Behalf Of Machell,
Frances
Sent: 10 March 2010 09:30
To: [log in to unmask]
Subject: Re: [LIS-E-RESOURCES] E-journals Management

Hello Trudi, 

Same as other respondents, we don't 'check-in' or routinely monitor
access to e-journals due to the mammoth workload that would entail.
Journal access and holdings are checked at the point that the journal is
added to our catalogue and our link resolver knowledge base, but after
that we assume the information remains correct until we're told
otherwise. 

Our serials agent (Swets) does have an "e-claims" procedure similar to
the claims procedure to print: however we haven't made much use of it to
date. 

I've generally found the reaction to e-only journals to be positive.
Some librarians and academics have concerns about issues such as
post-cancellation access or losing the 'browsability' of print, but the
benefits are widely accepted as outweighing the costs, especially in
terms of saving shelf space. 

You're quite right that going e-only does have big implications for the
journal workflow though. There's time saved on not having to check in,
shelve, bind journals etc, but on the other hand significant time needs
to go on troubleshooting access to e-journals, and most LMS are way
behind in their support of electronic journal workflows compared to
print (hence many libraries using an unholy mix of ERMs, knowledge bases
and home-grown sellotape-and-string solutions like spreadsheets to
manage their e-journals).

All the best,
Frances

Frances Machell MCLIP
Hybrid Collections Co-ordinator
Learning and Information Services
MX Building, City Campus North
University of Wolverhampton 

Email: [log in to unmask]
Tel: 01902 321965 




-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information
Community [mailto:[log in to unmask]] On Behalf Of Trudi
Pledger
Sent: 09 March 2010 15:06
To: [log in to unmask]
Subject: [LIS-E-RESOURCES] E-journals Management

Hello,

We are in the process of reviewing our serials section with the move
towards e-only. With the print journals we currently subscribe to we
have clear procedures on how to manage these - processing, check -in
/receipt, claiming outstanding issues ... it is less clearcut with the
e-journals to we subscribe and we are only aware of a problem when a
student tells us they are unable to access a particular issue or title.
How do other institutions deal with e-journal management? Do you have
ways of monitoring access? Do you have a way of "checking in" an
e-journal or a "claims" procedure?

Also, if you have gone (predominantly) e-only for journals what has the
response been from users?  

Thank you in advance, any thoughts /advice gratefully rec'd.

Trudi




Trudi Pledger
Serials Librarian
Kenrick Library, Birmingham City University, B42 2SU
0121 331 5287
[log in to unmask] 



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