An ITIL based Service Desk system at the library level may alleviate some of these problems, especially if you need to co-ordinate lots of publishers and subscription agents. One where you can actually tie in performance against service level agreements would be good. Web access to your users so they can see where the query is, plus also keeping all related information to the query helps with an audit trail.
Quite frankly I'm surprised more publishers don't have this set up. Hirewire would be prime because of them not being first responder - if they get involved they can see where things are are in the food chain - and web access to a query from our side would be advantageous to see who is dealing with it.
Regards
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 Lizz Jennings
Sent: 02 August 2010 10:08
To: [log in to unmask]
Subject: Re: [lis-e-resources] Highwire Help?
But if a feedback form has to be used, it's very helpful to be able to email a copy to yourself, which should include a reply-to option to follow it up if there is no response.
Lizz
--On 02 August 2010 09:31 +0100 "Sandra Morris [ssm]" <[log in to unmask]>
wrote:
> Just a general note on feedback forms, which seem to be proliferating,
> that it may be more helpful for the service provider but is less
> helpful to the customer. I always prefer email exchanges, over
> telephone or feedback form, as I then have a record of the action I
> have taken, and the responses received, on a particular problem. I
> deal with many different publishers and service providers, on a wide
> variety of problems, relating to a huge number of journals......
>
> Thanks
> Sandra
>
> Sandra Morris
> Electronic Information Development Officer Subject Support & E-Library
> Team, Information Services, Hugh Owen Library, Aberystwyth University,
> 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 Aberystwyth,
> Ceredigion, SY23 3DZ
> ====================================
> Ffon: 01970 621892
> ====================================
>
> -----Original Message-----
> From: An informal open list set up by UKSG - Connecting the
> Information Community [mailto:[log in to unmask]] On
> Behalf Of Bonnie Zavon Sent: 29 July 2010 22:37
> To: [log in to unmask]
> Subject: Re: [lis-e-resources] Highwire Help?
>
> List readers:
>
> The best way for librarians to get in touch with HighWire is to fill
> out a feedback form online. The details of your query, your specific
> computer's IP address and the exact page where you were coming from,
> will all be included in the message, which is helpful to our technical
> support staff in diagnosing any problems. We wouldn't be able to
> operate as effectively with a first response via telephone.
>
> Matthew, we appreciate your comments. However, our records indicate
> that HighWire has always replied to you within the same, or next
> business day of receipt of your messages. Our customer service staff
> have helped you out on a variety of issues over the years, including a
> rather detailed email exchange just three weeks ago.
>
> It might help to know that HighWire does not automatically serve as
> first responder for every publication we host. Many publishers prefer
> to handle their own customer service feedback.
>
> We welcome any ideas or suggestions librarians may have about how
> HighWire can improve our communications.
>
>
> Best regards,
>
> Bonnie Zavon
> Public Relations
> HighWire | Stanford University
>
> bzavon at highwire.org
> http://highwire.stanford.edu
>
>
>
>
> Christy, Matthew J. wrote:
>> Hi All,
>>
>>
>>
>> I'm finding it nearly impossible to get any help from Highwire when I
>> have an issue. They don't have a phone number listed on their
>> website and all the form-generated emails I send go unanswered. Even
>> when they do answer it's days or weeks later. Does anyone know of
>> another means of contacting Highwire for technical support that's
>> reliable? (I've also tried contacting them through the pages of the
>> individual journals that I'm having problems with, but with the same
>> results.)
>>
>>
>>
>> Thanks and have a good day,
>>
>> Matthew Christy
>>
>> Assistant Director of Technical and Electronic Resources
>>
>> [log in to unmask] <mailto:[log in to unmask]>
>>
>> 214-820-7377
>>
>> (214-820-2095 fax)
>>
>>
>>
>> Baylor Health Sciences Library
>>
>> Dallas, TX 75246
>>
>>
>>
>>
>>
>>
>> lis-e-resources is a UKSG list - http://www.uksg.org/serials UKSG
>> groups also available on Facebook and LinkedIn
>>
>
> --
>
> Bonnie Zavon
> Public Relations
> HighWire | Stanford University
> 1454 Page Mill Rd. | Palo Alto CA 94304
> t: 650.723.0522 | f: 650.736.1981
> e: [log in to unmask]
>
> lis-e-resources is a UKSG list - http://www.uksg.org/serials UKSG
> groups also available on Facebook and LinkedIn
>
> lis-e-resources is a UKSG list - http://www.uksg.org/serials UKSG
> groups also available on Facebook and LinkedIn
>
--
Lizz Jennings BA ACLIP MCLIP
Information Librarian (E-Resources)
University of Bath, Bath, BA2 7AY UK
Ext. 3475 (External 01225 383475)
[log in to unmask]
lis-e-resources is a UKSG list - http://www.uksg.org/serials UKSG groups also available on Facebook and LinkedIn
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