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The only time I ever had a REAL problem was when trying to get copies of a computing journal directly from an American publisher. I resorted to writing increasingly sarcastic letters (OK, it was waaay before the days of even Fax for the Yanks).  We did eventually receive the back issues, but - strangely - decided not to renew. I then understood why we use subscription agents...do you want a life, or can you find & employ Ms/Mr. Angry?  Only do this if you have a) a strong stomach; b) the persistence of a rottweiler; c)a full-time role for an individual with above qualities - I am serious!
 
Re. use of subscriptions, I now announce loudly & publicly that if a journal doesn't earn its keep, then I am not buying it - and I certainly don't buy items which are already available nationally/electronically. We carried out a journals usage audit a couple of years ago - looking at who read the hard copy; and how many times articles were copied from each title (& for whom). This was very instructive, and gave me added ammo. when someone unwisely tried to justify a title on habit. I also look extra closely at usage if the title is over £1K.
 
I agree with Tricia Rey: persistence (aka nagging) is ALL. There's also electronic access, which can bring problems of a different ilk!
Good luck....Zena

Zena Woodley, B.A.(Joint Hons), MCLIP
Library Resources Manager ~ Warner Library~ Broomfield Hospital~ Chelmsford~CM1 7ET
T: 01245-514310 E: [log in to unmask]

The WARNER @ Broomfield – stacks more than just books! # Clinical - Clinical, research & education resources # Corporate - NHS business and management information # Working Life - Training and support for your practice # Let our friendly staff help YOU

 

From: UK medical/ health care library community / information workers [mailto:[log in to unmask]] On Behalf Of McMillan, Mhairi (Library)
Sent: 21 January 2009 15:06
To: [log in to unmask]
Subject: [LIS-MEDICAL] FW: Paper journal subs - problems?

Hi,

 

I have to say that we have had a face to face meeting with our rep from the agent and it really hasn’t made much difference. We have had to give up on titles because their supply was so erratic.

 

Does anyone order any of their journals direct from the publisher themselves?  How does that compare?

 

Given the recent additional cost of items from the States (we have just been asked for an extra £4,000 because of the value of sterling against the dollar) and the amount of usage they get…… I do wonder if we can justify the huge amounts some of the titles cost nowadays, especially if they are available through our respective national electronic libraries.

 

With Regards,

 

Mhairi McMillan
Knowledge Services Manager
The Library

Ayr Hospital

 

Tel 01292 610555 ext 14179

 

 

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From: UK medical/ health care library community / information workers [mailto:[log in to unmask]] On Behalf Of Sandra Harrison (bwh)
Sent: 21 January 2009 13:24
To: [log in to unmask]
Subject: Re: Paper journal subs - problems?

 

Dear Julian

 

We have used both individually in the past and they both have their failings.

We are currently using both at the same time this year purely on who gave the best price for individual subs.

 

I would agree that you do need to build up a relationship with a named person and deal with them, meeting them also works a treat.

I would also agree that most of the time the original problem is the publishers who just don't care.

Though I did manage to get 2 free subs this year out of one publisher due to lack of electronic access for most of last year.

 

On a positive note I would recommend that you check out the titles that OVID are able to supply (electronic only).

The customer service at OVID is wonderful they understand the NHS. They provide you with what they call 'jumpstart' links which you can put in to the A to Z list which take you seamlessly to the title level recognising that you are already logged into Athens. I rarely have a problem with them, and on the odd occasion that I do, they sort it out extremely quickly (usually in a couple of days) not dragging on for months like with everyone else. They have the subscriptions ready before Christmas so you have none of this January 'dead time' when you are waiting for subscriptions to work. I really can't sing their praises enough and I wish that they could supply all journals or that the others would take a leaf out of their book.

 

Regards

Sandra

 

-----Original Message-----
From: UK medical/ health care library community / information workers [mailto:[log in to unmask]] On Behalf Of Hodgson, Julian
Sent: 21 January 2009 11:49
To: [log in to unmask]
Subject: Re: Paper journal subs - problems?

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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