FW: [SERIALST] Informaworld Acreman, Beverley 09 Feb 2007 13:33 UTC
Dear SERIALSTers (This is a rather longer than usual posting back to you - the summary is that we are working to fix all of the issues raised in the discussions. The detailed explanation follows). Thank you for your emails, both on- and off-list. We are pleased that many of our customers have transferred successfully and, from feedback we've received are happy with informaworld, but are obviously concerned that some of you have experienced some problems - and we want to put this right and fully address any issues that you may have. As you know we are dual hosting our content on MetaPress and Informaworld for a period before switching off the MetaPress access - this access on MetaPress is ongoing for the remainder of Feb and into March to ease everyone through the transition. When we started the move over to informaworld back in the Summer of 06, we emailed all MetaPress registered administrators to send them their usernames and passwords and details of their account access on informaworld. We then subsequently emailed every couple of weeks to all customers who hadn't been into the system to confirm their details. For the most part this worked as planned and since that date we have successfully confirmed thousands of customer accounts on the site, but it is clear that due to issues such as spam filters and out of date administrator registrations on MetaPress a number of customers did not receive the information through the course of last year. When they then received notification from their agents of the Jan 1 launch of informaworld we were naturally inundated with enquiries about activation requests. We have increased the number of staff worldwide working on the queries coming in and you will see the impact of this shortly. There was one point raised that I need to clarify as customers have clearly been misinformed by the person they spoke to at T&F concerning the switch over: customers do not need to come to us direct - rest assured we are working closely with all agents to deal with enquiries. I'm grateful to Regina Koury for circulating the list of sales managers in North America - these people will indeed be able to assist with most enquiries or raise your questions with the right people on the informaworld side. Chad H was correct in his posting when he says that emails into us go into a queue in our system - if you would prefer to come direct to us with your query, the main support desk phone number is in the UK: +44 (0)20 7017 7720 - I would recommend this number in the short term if there are any issues you need to raise that haven't been covered by any email that you have sent in. I am looking into why answerphone messages may have been left without response as this is clearly unacceptable. As ever, please do not hesitate to contact me direct if you continue to have concerns. Best wishes Bev Bev Acreman Taylor & Francis -----Original Message----- From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Kemp, Rebecca Sent: Wednesday, February 07, 2007 1:59 PM To: SERIALST@LIST.UVM.EDU Subject: [SERIALST] Informaworld Has anyone else been having an extremely difficult time getting in touch with Taylor and Francis / Informaworld representatives? I have been attempting to set up my administrative account correctly since December. I have tried both phone and e-mail. Thanks, Rebecca Rebecca Kemp Serials Supervisor Librarian W.M. Randall Library University of North Carolina Wilmington 601 S. College Rd. Wilmington, NC 28403 Phone: (910)962-7220 Fax: (910)962-3078 kempr@uncw.edu <mailto:kempr@uncw.edu> -------------------------------------------------------------------------------------------------------------------------------------------- The information contained in this email message may be confidential. If you are not the intended recipient, any use, interference with, disclosure or copying of this material is unauthorised and prohibited. Although this message and any attachments are believed to be free of viruses, no responsibility is accepted by Informa for any loss or damage arising in any way from receipt or use thereof. Messages to and from the company are monitored for operational reasons and in accordance with lawful business practices. If you have received this message in error, please notify us by return and delete the message and any attachments. Further enquiries/returns can be sent to postmaster@informa.com