But if a feedback form has to be used, it's very helpful to be able to
email a copy to yourself, which should include a reply-to option to follow
it up if there is no response.
Lizz
--On 02 August 2010 09:31 +0100 "Sandra Morris [ssm]" <[log in to unmask]>
wrote:
> Just a general note on feedback forms, which seem to be proliferating,
> that it may be more helpful for the service provider but is less helpful
> to the customer. I always prefer email exchanges, over telephone or
> feedback form, as I then have a record of the action I have taken, and
> the responses received, on a particular problem. I deal with many
> different publishers and service providers, on a wide variety of
> problems, relating to a huge number of journals......
>
> Thanks
> Sandra
>
> Sandra Morris
> Electronic Information Development Officer
> Subject Support & E-Library Team,
> Information Services,
> Hugh Owen Library,
> Aberystwyth University,
> Aberystwyth,
> Ceredigion, SY23 3DZ
> ====================================
> Email: [log in to unmask]
> Phone: 01970 621892
> FAX: (01970) 622404
>
> Tîm Cynorthwywyr Pwnc ac E-Lyfrgell,
> Gwasanaethau Gwybodaeth,
> Llyfrgell Hugh Owen,
> Prifysgol Aberystwyth,
> Ceredigion, SY23 3DZ
> ====================================
> Ffon: 01970 621892
> ====================================
>
> -----Original Message-----
> From: An informal open list set up by UKSG - Connecting the Information
> Community [mailto:[log in to unmask]] On Behalf Of Bonnie
> Zavon Sent: 29 July 2010 22:37
> To: [log in to unmask]
> Subject: Re: [lis-e-resources] Highwire Help?
>
> List readers:
>
> The best way for librarians to get in touch with HighWire is to fill out
> a feedback form online. The details of your query, your specific
> computer's IP address and the exact page where you were coming from,
> will all be included in the message, which is helpful to our technical
> support staff in diagnosing any problems. We wouldn't be able to operate
> as effectively with a first response via telephone.
>
> Matthew, we appreciate your comments. However, our records indicate that
> HighWire has always replied to you within the same, or next business day
> of receipt of your messages. Our customer service staff have helped you
> out on a variety of issues over the years, including a rather detailed
> email exchange just three weeks ago.
>
> It might help to know that HighWire does not automatically serve as
> first responder for every publication we host. Many publishers prefer to
> handle their own customer service feedback.
>
> We welcome any ideas or suggestions librarians may have about how
> HighWire can improve our communications.
>
>
> Best regards,
>
> Bonnie Zavon
> Public Relations
> HighWire | Stanford University
>
> bzavon at highwire.org
> http://highwire.stanford.edu
>
>
>
>
> Christy, Matthew J. wrote:
>> Hi All,
>>
>>
>>
>> I'm finding it nearly impossible to get any help from Highwire when I
>> have an issue. They don't have a phone number listed on their website
>> and all the form-generated emails I send go unanswered. Even when they
>> do answer it's days or weeks later. Does anyone know of another means of
>> contacting Highwire for technical support that's reliable? (I've also
>> tried contacting them through the pages of the individual journals that
>> I'm having problems with, but with the same results.)
>>
>>
>>
>> Thanks and have a good day,
>>
>> Matthew Christy
>>
>> Assistant Director of Technical and Electronic Resources
>>
>> [log in to unmask] <mailto:[log in to unmask]>
>>
>> 214-820-7377
>>
>> (214-820-2095 fax)
>>
>>
>>
>> Baylor Health Sciences Library
>>
>> Dallas, TX 75246
>>
>>
>>
>>
>>
>>
>> lis-e-resources is a UKSG list - http://www.uksg.org/serials
>> UKSG groups also available on Facebook and LinkedIn
>>
>
> --
>
> Bonnie Zavon
> Public Relations
> HighWire | Stanford University
> 1454 Page Mill Rd. | Palo Alto CA 94304
> t: 650.723.0522 | f: 650.736.1981
> e: [log in to unmask]
>
> lis-e-resources is a UKSG list - http://www.uksg.org/serials
> UKSG groups also available on Facebook and LinkedIn
>
> lis-e-resources is a UKSG list - http://www.uksg.org/serials
> UKSG groups also available on Facebook and LinkedIn
>
--
Lizz Jennings BA ACLIP MCLIP
Information Librarian (E-Resources)
University of Bath, Bath, BA2 7AY UK
Ext. 3475 (External 01225 383475)
[log in to unmask]
lis-e-resources is a UKSG list - http://www.uksg.org/serials
UKSG groups also available on Facebook and LinkedIn
|