I think the problem is widespread, and buying electronic subscriptions to be added to the Scottish eLibrary is almost a waste of money as the authentication provided by the subscription agent frequently doesn’t work. Disappointing to hear that Swets is no better than Ebsco. Mind you I got caught up in the Knight-Riddor fiasco a few years ago. Any suggestions as to a good subscription agent?

Julian Hodgson

Librarian

Wishaw General Hospital

Alistair Mackenzie Library

Ronald Miller Education Centre

Netherton Street

Wishaw

ML2 0DP

01698 366316

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-----Original Message-----
From: UK medical/ health care library community / information workers [mailto:[log in to unmask]] On Behalf Of Miskin Clive (RD7) HWPH-TR Assistant Librarian
Sent: 21 January 2009 10:59
To: [log in to unmask]
Subject: FW: Paper journal subs - problems?

Hi Christine

I defy any library to have had worse problems than us (excuse me, while I don my sackcloth and ashes!) We changed from Swets to EBSCO at the beginning of 2008 as the situation with claims was chronic. Unfortunately, it didn't get any better with the change of supplier. We do have someone specific in charge of our account who is "sympathetic" but says the fault lies with the publisher.

We have about 150 subscriptions and had to claim well over a hundred issues in 2008, mostly American titles (that must have been diverted to the Bermuda Triangle!) We have cheched and re-checked the address labels to ensure they are accurate but just can't work out where our journals are going. Of course, the US claims can take up to 3 months (or more) to arrive; usually we get two copies together when they do arrive (as if an extra copy compensates for not getting the current issue on time when our readers want to read it). Naturally, it always happens with the titles that we don't have any electronic access to so we can't even offer our users that as an alternative. It's very frustrating when we are having to ILL articles from journals that we should have ourselves. Frankly, it's no way to run a business (from the point of view of the supplier and the publishers) especially in this current economic climate - you would think publishers would be falling over themselves to keep their existing customers happy.

Sorry, I've got carried away....rant over! I wonder how widespread the problem really is. Five years ago, claims were a fairly rare occurrence so the problem has nose-dived in the last few years. It can't just be an isolated problem experienced by just a handful of libraries, can it? With the buying power that libraries have, we should be able to take a stand. I like Beverley's suggestion - I'm sure we've never had a face-to-face with our account manager. I do not like confrontation, but if she could just appreciate the problem from our point of view, she would have to agree that the situation is unacceptable and do all in her power to fix it and retain our custom.

I also agree with Zena - it's not the agent's fault. However, it is their job to fix the problem asap - that's what they get paid for. How would it be if I told a customer: "Sorry, my computer's running slow today. Come back in 3 months time and I might be able to help you with your literature search then." Surely, journal supply is their bread-and-butter as much as literature searching is for us?

I shall await with interest further comments , although I'm sure the debate could run for years. Any solutions that have worked would be very welcome.

Very best wishes (and feeling much calmer for getting that off my chest!)

Clive

Clive Miskin
Assistant Librarian
John Jamison Library
John Lister Postgraduate Centre
Wexham Park Hospital
Slough
Berkshire
SL2 4HL

Tel: 01753 634857
Fax: 01753 634189
email: [log in to unmask]

-----Original Message-----
From: Lawes Christine (RWR) Herts Partnership FT [mailto:[log in to unmask]]
Sent: 20 January 2009 18:57
To: [log in to unmask]
Subject: Paper journal subs - problems?

Dear All

Complaining about the non-arrival of hard-copy journals and the apparent inability of subscription agents to *do* anything seems quaintly old-fashioned these days, but I'm being driven to despair and I wonder if I'm the only one.

My hard-copy journals have been whittled down to only about 45 titles, but actually getting them has become a nightmare. Our subscription agent takes our claims, sympathises on the phone but still fails to deliver.

Some examples:

One of our core titles has 6 issues a year and for 2008 we have had issue 2 in the right month and issue 7 in the right month, but no others at all.

For another core title we received issue 7 in August, issues 2-6 in September, issues 8&9 just before Christmas but are still awaiting issue 1.

A third and final example is another one where we've had just 2 out of 6 issues for the whole of 2008.

This is just the tip of the iceberg as we have a large number of other non-arrivals all currently being chased to no avail.

I could almost understand it if none had arrived - possibility of wrong address, payment slipped through the net etc, but what can be the reason for getting just 2 a year instead of 6? Surely not *all* lost in the post? And even back in the days when I took 80+ subs, it was never this bad.

It is just me?

Any suggestions how to force the subscription agent into some useful action?

Thanks!
Christine

Christine Lawes

Library & Postgraduate Education Manager

Hertfordshire Partnership NHS Foundation Trust

Harperbury

Harper Lane

Radlett

Herts

WD7 9HQ

Tel. 01923-427322

Fax. 01923-427390

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