A highly skilled agent was on September 23, 2014 declared bankrupt and we understand that the consequences are enormous not only for Swets employees, but also librarians, users, publishers, and all others involved in the entire process.
LM Information Delivery would like to assure both existing customers and any organization that may reach out to us during this difficult time, that we will work tirelessly to support anyone needing assistance with their subscriptions, including their renewals, as we understand the substantial impact of what has just occurred, especially given the time of year.
LM Information Delivery is prepared and has set up two specific service hubs, one in the UK and one in the US in order to support customers and publishers.
We have an implementation team on standby to assist the local offices with transition related tasks. We have an excellent track record of fast implementations and have built specific IT-tools to cope with uploads of subscriptions into customer accounts. Our outgoing orders and renewals are compliant with the most recent ICEDIS standards and we will follow up with publishers specifically.
If you have any enquiries regarding the transition to LM or questions of a general matter please contact us and we will ensure that you will be contacted within 24 hours:
Contact details Europe & international clients:
UK: +44 (0)1295 810031
+44 (0) 7702 674278
+44 (0) 7803 002507
+44 (0) 7803 504583
+44 (0) 7803 002510
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The Netherlands: +31 6 13838 386
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Denmark: +45 53 513 513
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Norway: +47 22 41 81 00
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Sweden: +46 (0)8 445 10 80
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Finland: +358 (0)9 5424 6600
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USA: +1 610 559 9550
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FAQ:
Q: What do I need to send to LM Information Delivery in order to secure my renewals?
A: Please send us your entire subscription list in excel sheet, including:
· Title & format
· ISSN
· Publisher order or reference number if available
· Delivery address
· Current order period
Please send only the orders you wish to renew. If renewals have starting period during mid 2015 we can still implement them at once. Also inform us if you have cost references in use per subscriptions, or any other specific demands to be considered.
Q: How do you set up our customer account?
A: Once you have decided to place your subscriptions with LM Information Delivery we will ask you to fill in our customer information template. We gather information about you as a customer in order to build your account and ensure that for example your IP addresses/JISC Band/FTE are stored on your account level.
Q: How long does it take for LM Information Delivery to place our orders into their system?
A: We upload subscription data through a software tool especially created for implementing larger volumes. Once we have received an excel sheet from customer we track titles and upload orders. If we encounter possible variables, for example FTE based titles we use customer data to check correct Tiers etc. Customers can expect us to have uploaded orders within 2 weeks.
Q: How can I follow up on the status of transition?
A: Once we place orders into customer’s account they become visible in our online management tool, LibNet.
Q: If I have access to LibNet (online management tool) can’t I upload renewals directly?
A: LM Information Delivery always implements on behalf of our customers in order to be able to do quality checks, since not all agents have the same ISSN records or sometimes files are missing ISSN for titles such as standing order titles.
Q: When do I receive training in LibNet?
A: Full training will also be provided by your Account Manager. We also conduct several scheduled webinar training sessions in which you can participate.
Q: How do we know that you have our titles in LM’s database?
A: We cooperate with more than 65 000 publishers worldwide and our database consists of more than 500000 titles. If we are missing a title we have a request tool in LibNet, and our publisher department will track down the missing title within 48 hours.
Q: How can you cope with the large volumes for transition?
A: Due to the circumstances we have set up a specific implementation team that will assist our local Customer service offices. We have several reference cases where we have received late orders for STM-titles.
Q: What are your normal time frames for sending orders etc?
A: NEW ORDERS
Domestic titles: 1-5 days
Nordic titles: 7-14 days
European titles: 3-4 weeks
Non-European titles: 4-8 weeks
RENEWALS
Domestic titles: 1-2 days
Nordic titles: 2-3 days
European titles: 2-8 days by surface mail, airmail 1-2 days (hand delivery same day)
Non-European titles: 3-10 days with airmail and 4-8 weeks by surface mail
CLAIM INTERVALS
Dailies: 48 hours (phone or email)
Weekly magazines: 15 days after publication
Monthly magazines and bi-monthly: 1 month after publication
Quarterly published titles: 2 months after publication
TRISTAN WILLIAMS
Marketing and Communications Specialist
LM Information Delivery | LM Tietopalvelut
Teollisuuskatu 21 | P.O. BOX 16 | 00044 LM INFO | Finland
Mob: +358 50 348 3883
Fax: +358 9 753 3468
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Skype: Tristan.WilliamsLM
LM Information Delivery is the leading Northern European subscription and information services provider. Our customers include university and research libraries, hospitals and medical libraries, public libraries, governmental and corporate information centres. We provide our customers with Subscription Management Services, e-Resource Access and Management Services, eBook Services, and Database Services. Our services improve efficiency and save time in information retrieval, as well as improve the use of e-resources. The cornerstone of our business is professional customer services together with cutting-edge technology.
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