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Hi Lesley, thanks for the nice note. I appreciate the opportunity to discuss this and look forward to comments from other listserv members. I will be meeting with our internal customer service group and hope that with the publicity around this issue that you've raised on this list, we can find ways to solve this problem in the future. I've already heard from one of our agencies that receives these list emails and they want to talk about the problem. So steps in the right direction look promising! Best regards, Steve On 1/14/05 9:44 AM, "Lesley Crawshaw" <[log in to unmask]> wrote: > Hi, > > I wanted to thank Stephen Welch, for explaining to this list on the 5th > January 2005 (and in more detail to myself in a separate email) how the > University of Hertfordshire had lost access to CHEST because of variations > in our address sent by agencies from one year to the next. I believe this is > one of the first times that a publisher has been so open to this list about > how such problems can arise, which I personally found very refreshing. Yet, > having seen several larger publisher-generated lists of our subscriptions on > an annual basis, I know that this is a problem shared by all of us, whether > we are agents, publishers, intermediaries or subscribing organizations. Are > there other publishers out there who might like to "come out" and give their > perspectives on the problems that they face in matching subscriptions from > year to year and how this whole area can be improved? > > Institutions are also implicated in these problems, because so many of us > are constantly undergoing reorganizations (including my own) which may lead > to changes in addresses which may lead to loss of access because > subscriptions aren't matched up. > > Cheers > Lesley > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Lesley Crawshaw, Faculty Information Consultant, > Learning and Information Services, > University of Hertfordshire, Hatfield, AL10 9AB UK > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > e-mail: [log in to unmask] > phone: 01707 284662 fax: 01707 284666 > web: http://www.herts.ac.uk/lis/subjects/natsci/ejournal/ > list owner: [log in to unmask] > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > -----Original Message----- > From: An informal open list set up by the UK Serials Group > [mailto:[log in to unmask]] On Behalf Of Stephen Welch > Sent: 05 January 2005 18:05 > To: [log in to unmask] > Subject: CHEST Subscription Gracing > > > Hi, my name is Stephen Welch. Iım the Executive Editor for CHEST. My ears > are burning! I hope participating in this list will help me get some > additional appreciation for the types of problems you all experience with > e-journals. > > > Lesleyıs experience is unfortunate, and complicated by the fact that when > the agency sent us information for her 2005 subscription, the address was > different, including the city (2005 was Hatfield UK, 2004 was Hertfordshire > UK). > > Because of the discrepancy we treated the 2005 info as a new account because > it did not match what was in our system from 2004. That is why Lesley's > organization received a new ID number for their 2005 account, which is why > our activation of the grace period didn't solve her access problem and then > she had to activate an entirely new account. We sure apologize for the > inconvenience sheıs experienced. > > The good thing to come out of this is that we found out our subscription > gracing had not been activated and we have since corrected that problem. In > the immortal words of Homer J. Simpson, "D'oh!" > > However, we're not sure how to circumvent account info that differs from one > year to the next. We will discuss with our agencies to see if there is a way > we can try to prevent this in the future. > > If any others experience similar problems with CHEST, please don't hesitate > to contact me. > > > Best regards, > > Steve