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Subject:

Re: IngentaConnect: links are working

From:

s morris <[log in to unmask]>

Reply-To:

An informal open list set up by the UK Serials Group <[log in to unmask]>

Date:

Fri, 29 Oct 2004 09:47:38 +0100

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (204 lines)

Thanks, Kirsty, for the information.

However, our links did not work until late yesterday afternoon and then were
rather slow.

But again this morning (9.35am) I've just tried a few eg.
www.ingenta.com/journals/browse/mcb/281
and have given up waiting after 4 minutes.

I am pleased to hear that you will not be removing 'phone support. Can you
give us the 'phone number we should use please as the Help Desk told me that
the one I used 01225 361110 yesterday morning was being withdrawn soon.

Thanks very much
Sandra 

Sandra Morris
Electronic Information Development Officer
Subject Support & E-Library Team,
Information Services,
Hugh Owen Library,
University of Wales,
Aberystwyth,
Ceredigion,  SY23 3DZ
====================================
Email: [log in to unmask]
Phone: 01970 621892
   FAX: (01970) 622404 

TÓm Cynorthwywyr Pwnc ac E-Lyfrgell,
Gwasanaethau Gwybodaeth,
Llyfrgell Hugh Owen,
Prifysgol Cymru,
Aberystwyth,
Ceredigion,  SY23 3DZ
====================================
Ffon: 01970 621892
====================================

-----Original Message-----
From: An informal open list set up by the UK Serials Group
[mailto:[log in to unmask]] On Behalf Of Kirsty Meddings
Sent: 28 October 2004 13:10
To: [log in to unmask]
Subject: IngentaConnect: links are working

With apologies for not posting earlier: we have been having some problems
with redirecting the old Ingenta.com Easylinks to the new IngentaConnect
site this morning.  A fix has just been applied and your links should now be
working again.  IngentaConnect has been available since its launch yesterday
via the homepage as Barbara points out below.

We realise this is a very bad time to have service breaks and apologise for
the problems this unforeseen glitch has caused.  We hope that the long term
benefits of the new, single Ingenta site will make up for the problems we
have experienced today.

I would also like to reassure the list that there is no intention to remove
customer service support for any of our customers, now or after the launch
of IngentaConnect Premium.  IngentaConnect Premium is a package of enhanced
services which will be offered in addition to the standard IngentaConnect
service which remains available to all libraries at no charge.  Part of this
package is the addition of a toll-free phone number for Premium customers.
More details about the IngentaConnect Premium package can be found at
http://www.ingentaconnect.com/about/connect-premium, or by contacting Amel
Abourachid: [log in to unmask]

As has been the case throughout the development of IngentaConnect, we are
always keen to work closely with the library community.  Our extensive beta
period allowed us to gather extremely helpful feedback from many librarians,
and we hope that you will continue to let us know how we can keep improving
our service.

Best wishes,

Kirsty Meddings
Senior Product Manager
Ingenta
23-38 Hythe Bridge Street, Oxford, OX1 2ET, UK
+44 (0)1865 799038 direct
+44 (0)1865 799000 switchboard
www.ingenta.com
Visit our new beta site www.ingentaconnect.com - launching soon!






-----Original Message-----
From: An informal open list set up by the UK Serials Group
[mailto:[log in to unmask]]On Behalf Of Houston, Barbara
Sent: 28 October 2004 11:51 am
To: [log in to unmask]
Subject: Re: new ingenta


Hi,

Although the direct links from our catalogue to ingenta titles are not
working, we are able to access the full text by going to the new website
(www.ingentaconnect.com) and searching for titles from there.

Not ideal by any means, but at least it's something for desperate
students...

Barbara

Barbara Houston
Serials/Electronic Resources Librarian
Queen Margaret University College
Edinburgh


-----Original Message-----
From: Lesley Crawshaw [mailto:[log in to unmask]]
Sent: 28 October 2004 11:41
To: [log in to unmask]
Subject: Re: new ingenta

Hi,

Now I understand why we had a query yesterday from a student who couldn't
access a Blackwell Publishing title via ingenta. We didn't have time to
investigate further and just thought it was one of our problem Blackwell
titles on ingenta. We sent them to the Synergy site instead. Now it appears
like others have reported that none of our links to ingenta journals are
working.

Surely ingenta should have sent a message out to administrators that there
was a problem with their service. They could have used this list if
necessary.

As others have said this is an awful time to have problems with this
service, as many of us are running training sessions for our users. In many
cases this will reflect badly on us, rather than the service that is causing
the problems i.e. ingenta.

I will now warn others here that there is a problem.

Regarding the premium service - we don't currently subscribe partly because
we haven't had time to investigate this service - I think that it is a
really bad idea to not allow us to phone people at ingenta unless we pay
this extra money. Many of us over the years have assisted ingenta in feeding
back problems and issues, which in turn has allowed ingenta to improve their
services and assist in their troubleshooting. We didn't charge ingenta for
this assistance, maybe we should all now put in a claim!

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 s morris
Sent: 28 October 2004 10:22
To: [log in to unmask]
Subject: new ingenta


Can I ask if others have chosen to subscribe to the premium service for the
new ingenta and what your views are on this?

It appears that there will be no telephone contact allowed with ingenta
unless you pay the premium.

Our current links to ingenta journals have not been working since (?) midday
yesterday, but I have not been informed by ingenta that there is a problem.
(I have now 'phoned them but the 'phone no. will soon be withdrawn)

This is an extremely bad time to have down-time for ejournals - this is our
hottest (and most crucial) time for marketing and teaching.

Sandra



Sandra Morris
Electronic Information Development Officer Subject Support & E-Library Team,
Information Services, Hugh Owen Library, University of Wales, Aberystwyth,
Ceredigion,  SY23 3DZ ====================================
Email: [log in to unmask]
Phone: 01970 621892
   FAX: (01970) 622404

TÓm Cynorthwywyr Pwnc ac E-Lyfrgell,
Gwasanaethau Gwybodaeth,
Llyfrgell Hugh Owen,
Prifysgol Cymru,
Aberystwyth,
Ceredigion,  SY23 3DZ
====================================
Ffon: 01970 621892
====================================

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