Re: Catchword problems -- George Boston Stephen Clark 26 Mar 2002 20:08 UTC
-------- Original Message -------- Subject: Re: Catchword problems -- John McDonald Date: Tue, 26 Mar 2002 14:20:23 -0500 From: George Boston <george.boston@WMICH.EDU> I have to strongly second this view. Several of our electronic journals were summarily cut off because they were either incorrectly renewed or the publisher changed their access policies to include a extra surcharge for online access. It was just happenstance that either library staff or a patron noticed that access was cut off. It would be nice if a email reminder was sent to the contact person. ~~~~~~~~~~~~~~~~~~~~~~~~~ George Boston Software and Electronic Resource Specialist Serial Resources Department Dwight B. Waldo Library Western Michigan University 1903 W. Michigan Avenue Kalamazoo, MI 49008-5353 Telephone: 616-387-5196 / FAX: 616-387-5193 Email: george.boston@wmich.edu -------- Original Message -------- Subject: Re: Catchword problems -- Christopher Waldrop Date: Tue, 26 Mar 2002 09:11:40 -0800 From: John McDonald <jmcdonald@LIBRARY.CALTECH.EDU> We often have difficulties with renewals for electronic journals. My count this past year was that 14% of our e-journals were incorrectly renewed or summarily cancelled. Sometimes it is our subscription agent, sometimes it's our accounting department, but most of the time it's the publisher or electronic journal vendor. All of these problems could have been corrected or dealt with prior to de-activating our subscription if we had only known. Vendors and publishers - is it too much to ask that you email the license administrator or institutional contact in these cases? A quick, even machine-generated, form letter letting us know that our subscription hasn't been renewed will eliminate most of these problems. John McDonald Acquisitions Librarian California Institute of Technology Millikan Library 1-32 Pasadena, CA 91125 626-395-6427 626-792-7540 fax john@library.caltech.edu --------- Original Message -------- Subject: Catchword problems. Date: Tue, 26 Mar 2002 08:48:44 -0600 From: Christopher Waldrop <Waldrop@LIBRARY.VANDERBILT.EDU> Organization: Vanderbilt University This year (2002) at Vanderbilt University Library we've had three separate subscription problems with online publications that are available through Catchword. Two of the titles were renewals, and the third was a new subscription. In the case of the renewals, our access was cut off without explanation, even though it was confirmed that the publisher had received and processed our payment. In the case of the new subscription, the publisher's received and processed our payment, but our subscription hasn't been activated yet. To make it even more frustration, we pay for all the titles through Swets, and, to his credit, our customer service representative has been very good about contacting the Catchword support staff. He's had to do so repeatedly because even after the support staff tells him our access is activated, it hasn't been. Has anyone else experienced similar problems? Thanks. Christopher Waldrop Serials Coordinator Vanderbilt University Library Order Services Department Tel: 615-343-3831 Fax: 615-343-8834