(1)

Date:         Tue, 12 Aug 1997 14:25:59 -0500
From: Carol Feustel <Carol.Feustel@UC.EDU>
Subject:      Re: comments & suggestions please (Andrew Leonhart)

Andrew (and fellow Serialsters),

        I've been in my position of Serials Specialist (aka Journal
Goddess) for 8 years. I have dealt with four different journal vendors
and dozens of publishers during my tenure.  Following are my time-worn
opinions:

1)      Should I expect all the claims I file to result in receiving the issue?
                YES!  Make that point clear to your account
representative at Ebsco.  Get to know your rep, to know what he/she
expects from you and what you expect from him/her.  I have had great
service from any rep who will take the time to get to know me and, in
turn, let me get to know them.  Your rep will help you recognize
recurrent problems, educating you so -you- can recognize a possible
problem recurring.
                Give your rep a listing of all outstanding
claims with your notations of what you've been told (eg: pub sent
1/1/97,not yet received).
                Before claiming, DO CHECK YOUR SHELVES.  Occasionally
the brain goes on break before the body and an issue doesn't get
checked in.  This happens to all of us.

2)      What is a fair percentage to expect?
                I expect 100%.  Your percentage will depend on several
variables: type of library (public, academic, medical), do you bind
issues, how demanding are your patrons for the particular journal, etc.
                We are the library for the College of Medicine.  We
bind our journals.  Our patrons have very high expectations, expecting
the issue to be on the shelf the moment it's been printed.  My account
reps know this, and act accordingly.

3)      What can I do when I don't receive the issue?
                Complain.  Some publishers don't listen (or don't seem
to listen) until you and/or your rep complains.  Have your rep call
the publisher.  Write letters to the editor of the journal.  In one
extreme case where several faculty members were yelling, I suggested
they write.  The problem amazingly worked itself out almost
immediately!

Good luck!  Serials work can seem very trying, but it's very
satisfying too.

Carol
***********************************************************************
Carol Feustel                           email: carol.feustel@UC.EDU
Serials Specialist                      phone: 513-558-0179
Medical Center Libraries                fax:   513-558-1709
University of Cincinnati
PO Box 670574                           Opinions are mine, not my employer
231 Bethesda Ave.
Cincinnati, OH 45267-0574
************************************************************************
        The -Original- Journal Goddess.  Accept no imitations.

(2)

Date:         Tue, 12 Aug 1997 10:55:17 -0800
From: anfna@UAA.ALASKA.EDU
Subject:      Re: comments & suggestions please (Andrew Leonhart)

Andrew-
We also don't ever receive a significant portion of our claims.  I'm not
sure what the percentage is, but it's much higher than I would like.  We
try claiming repeatedly at about two month intervals through our
subscription agent (Faxon).  If we can find an 800 number, I sometimes
call directly on recalcitrant claims.  Although this can be quite time
consuming, I sometimes find it helpful on difficult claims.  I look
forward to any discussion on this question.

Freya Anderson                          anfna@uaa.alaska.edu
Serials Clerk                           phone:(907)786-4627
University of Alaska Anchorage          fax:  (907)786-6050
Consortium Library

******Life's uncertain...eat dessert first!!*****

(3)

Date:  Tue, 12 Aug 1997 16:17:04 -0400
From: Judy Cerqua <jcerqua@SLONET.OHIO.GOV>
Subject:  Re: comments & suggestions please (Andrew Leonhart)

On August 12, you wrote:

I am fairly new at this job.  When I don't receive an issue of a journal I
file a claim with our vendor (Ebsco).  After a month or two, if I still
don't receive that issue I file another claim.
    --- A you setting up reasonable claim paramaters?  If you wait 30 days or
up to 45 days to claim a periodical you have a good chance of receiving it.

Looking back over my records I have found that after filing a claim, in a
percentage of the cases, I still never received the issue.

1)      Should I expect all the claims I file to result in receiving the
issue?       No.  there will always be a percentage of claims that are
unfilled.  In many cases you will be able to get a replacement copy, but you
may have to wait awhile.

2)      What is a fair percentage to expect?
        Probably 50 to 60 % is fair.

3)      What can I do when I don't receive the issue?
        1) Check your monthly claim checker from EBSCO.  It will let you know
if they have 1) filed the claim with the publisher, 2) if there is a response,
and 3) if a replacement is being sent.

It is probably a good idea to give the subscription agent 4 to 6 weeks to work
on a claim before filing a second claim.  We don;t go much beyond a 3rd claim.
After 3 claims, chances of receiving the item are slim to none.

Often the publisher will extend our subscription to cover the missing issue.
Depending on the publication, this is often acceptable, particularly if the
publication is being received on microfilm.

IF you cannot get the issue through the subscription agent/publisher, try the
Missing Copy bank at EBSCO first ( for EBSCO customers only), then go direct
to the publisher.  If that fails, depending on your budget, you could try a
replacement service, but prices can be steep, depending on title.

Also, you need to keep in mind your staffing situation.  If you don't have the
staff, you will want to do as much via your vendor as possible.

HTH.

Judith Cerqua
Head, Acquisitions/Processing
State Library of Ohio
jcerqua@slonet.ohio.gov