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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 -- Stephen J. Welch Vice President, Communications Executive Editor, CHEST American College of Chest Physicians 3300 Dundee Road Northbrook IL 60062 T: 847-498-8305 F: 847-498-5460 E: [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 Lesley Crawshaw Sent: 05 January 2005 15:31 To: [log in to unmask] Subject: Re: Publishers Cutting Off Our Access Even Though They've Been Paid!! - Adopting a Gracing Period Could Have Avoided All the Pain Hi, Our problem with CHEST has now been sorted out. I've been contacted by the excutive editor for CHEST saying that "CHEST normally does set 30-day grace periods and for some reason there was an oversight this year. We will fix it immediately." However, whilst this would have sorted our initial access problems for the grace period, we would still have had problems at the end of the grace period as I've just found out that we have been given a new subscriber number for CHEST and I've had to use this to reactivate our access to CHEST through Highwire. Why we have acquired a new subscriber number I have no idea, but it wouldn't be the first time that we've acquired multiple numbers for the same journal from the same publisher, but that's another can of worms. Like Louise's examples, how were we meant to know that this journal (which we've had a subscription to since 1992) had acquired this new subscriber number? Was anyone going to tell us or am I expected to sit in the post room waiting for the magic number on the envelope containing the journal to arrive? The good news is that this journal is now sorted for 2005 at least, now to the next problem wherever it may be! 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 Louise Cole Sent: 04 January 2005 17:44 To: [log in to unmask] Subject: Re: Publishers Cutting Off Our Access Even Though They've Been Paid!! - Adopting a Gracing Period Could Have Avoided All the Pain Hello I'd like to echo this. We haven't lost either of these (yet) but I did find four providers with problems this morning. One had the age-old excuse that we hadn't reactivated with their new subscription number (no, because we didn't know what it was!). Very frustrating, especially those that happily expired between Christmas and New Year. Why do they still do it? Louise Louise Cole Electronic Resources Team Leader University of Leeds -----Original Message----- From: An informal open list set up by the UK Serials Group [mailto:[log in to unmask]] On Behalf Of Lesley Crawshaw Sent: 04 January 2005 17:08 To: [log in to unmask] Subject: Publishers Cutting Off Our Access Even Though They've Been Paid!! - Adopting a Gracing Period Could Have Avoided All the Pain Hi, It's only my first day back at work and already we've found that we've lost electronic access to a number of our subscriptions. At present we don't know the scale of the problem. Whilst many publishers/learned societies have adopted gracing periods to avoid customers losing access whilst renewals are processed by publishers etc., many publishers/learned societies still don't appear to have got the message about the need for gracing, especially in the eonly world where loss of access can mean losing access to all available online material (depending on the subscription model of the journal). What makes it even more frustrating is that in the two cases I've just been looking at - not only did our access get cut off on the 31st December 2004, but the cheques from our agents to these publishers for our subscriptions have already been cashed. So in these two cases payment has been made, but we have still lost access. There is no justice in this. For information here are the two journals concerned. 1. Chest - published by the American College of Chest Physicians 2. Mycologia - published by the Mycological Society of America Both of these publishers/societies could have avoided these problems (or at least give time for these problems to get sorted out) by having a grace period. How do we get the message across to those publishers/societies who haven't adopted gracing periods that this is something that is essential today? 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] ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~