Cliff May 15th, 2008
Well, after first having my email client send the message to my junkmail (?!?), I got Elsevier’s response and solution:
Hi Cliff:
Someone on my team brought your email to my attention. I want to first
apologize for the confusion over access to this title. American Journal
of Obstetrics & Gynecology is a title which is unique for Elsevier in
that we provide the full-text only online, while the print edition
refers readers to the online version to read the full-text.
This has caused some confusion as the online version, as one of the
online support representatives advised, is accessible by username and
password only. I understand this is not ideal for institutions and most
institutional customers would prefer access via IP range.
While we are working on a solution to this problem, we’re not quite
ready to publicly launch the final version of the American Journal of
Obstetrics & Gynecology website which will be IP range enabled. That
said, as your users urgently need access, I would like to make available
to you and your users access to the new site ahead of the public.
If you let me know the IP range that you would like enabled, I will have
one of my colleagues set up access and contact you with the details.
I hope you find this an acceptable solution and I look forward to
hearing from you.
Regards,
And my response:
I’ll take the IP access to AJOG (it’s the least I can do after complaining publicly). Our range is: [snip]
Let me know when it’s up and I’ll test it to make sure it’s working. I look forward to the day when all libraries’ users can have that kind of easy access. But for now, thank you for your patience and hard work on this!
For a moment I thought of politely declining IP access as an act of solidarity with those folks/institutions who don’t have it, but that would be hurting my users and helping no one. So there you go. Score one for my library’s users. They probably will never know that this went on and couldn’t care less–but hey, us librarians are just supposed to make resources easy to use, right?
And yes, I’d like to thank Elsevier for doing this. They’re making an exception to help my users, and they’re also working on a more wide-spread solution. Hopefully all of us (vendors, users, and librarians) will continue to find and fix problems to make our users’ experiences easier.
Cliff May 13th, 2008
As someone who speaks fairly regularly on social networking sites (MySpace & Facebook in particular), I’ve been struggling with the idea of whether to write library applications for these services. My short answer? No. At least not yet…
SNSes are by their very nature social- -people get on these sites to interact with other people that they know. Right now the only services I could push out would be our catalog and databases. Because they have no social interaction (users can’t share what they’re reading/researching), there’s no point in pushing the services into a social sphere. As Laurie Bridges points out, the services that actually get used are the ones with a high degree of social interactivity (no matter how silly they are…I’m looking at you Pirates vs. Ninjas vs. Zombies vs. Werewolves people!).
I think it’s awesome that institutions are reaching out to their users by putting more of their services out on SNSes–this is user-centric service, to provide services where the users are. But I would rather wait until MPOW has a next-generation catalog and interactive databases that allow users to interact with data and each other. For now, I can spend my time on trying to get us that next-gen catalog, and interacting with students by being myself in Facebook!
Cliff May 12th, 2008
Last Friday, hours after I posted my review of Elsevier’s user services, I got a call while I was at Lowe’s picking up some mulch. A coworker had received a call on the Ref. Desk from an Elsevier person looking for me. She passed me his number and I called him back. Apparently someone at Elsevier keeps an eye on the blogosphere.
Now I do have to say that both times that I spoke to someone at Elsevier I had very pleasent customer service experiences (and anyone who knows me, knows how I rave if I get a good customer service experience). The folks that I talked to were prompt, polite, and were as helpful as they could manage (which wasn’t much, due to the agreement between the publisher and the vendor). I am pleased with their customer service, it’s just that my users can’t easily use the product that they are paying for. Which is bad.
Here’s my take on things. We pay over $600 for an institutional subscription to AJOG, which includes print and online access for that title. Somewhere between the publisher and Elseveier, someone made a decision that this title should be available by username & password only, and not by IP range. Which means that my library’s users have to jump through several more hoops (some of them aflame, it seems) just to get online access to a journal that they are paying for. This is bad.
Here are my options:
- I can rant about this (done!), and maybe Elsevier would even bend the rules just for my institution (because I’m a loud mouth). Those are high hopes in the contract-driven, litigious e-resource world we live in. But that wouldn’t change things for other institutions who have the same type of subscription, and whose users have to jump through the same stupid hoops just to get access.
- I can ask Elsevier to work closely with the publisher, libraries, and Elsevier’s customers (library users, not librarians!) to figure out the easiest way for users to get access to online content (done!).
- I can spend anywhere from minutes to hours trying to create a work-around that would give my users the username and password. Hopefully before they get to the login screen. If they notice it. If they write it down. If they don’t think they they have to pay for the article. If they don’t get so frustrated that they give up and move on. Maybe they’ll need help? Too bad, no way to put that in there… (not done, yet).
Needless to say, I think that all vendors should take a close look at how their users get access to the resources that they are paying for. Is it easy? Is it quick? Is it clear? Does it take twelve steps just to get to the full-text? Look I’m not asking for a price cut, I just want my users to get what they’re paying for.
Please. Think of the users.
Cliff May 9th, 2008
Greetings,
I am writing this email to complain about the horrible user services that are provided by Elsevier.
This morning I was trying to confirm full-text access to the American Journal of Obstetrics and Gynecology for my library’s users. When I contacted customer support, I was told that access is only provided via a username and password (and not by IP ranges).
This means that when users at my library access AJOG via our full-text index or the publisher’s website, they are confronted with a request for a username and password. I have no way to provide the user with that information from the time they begin their research to the time they get to the username/password prompt. So not only are they not given the username and password, they are also not informed of the correct person to contact at our library to get this information, and in fact will most likely give up their research at this point.
This is a shameful display of disregard for your own customers–the library’s users. You are making it difficult for your customers to access the very resources you provide. I strongly suggest working collaboratively with libraries and other vendors to provide your customers (again, the library’s users, not the libraries or librarians!) with the best experience possible, including quick and easy access to resources.
I expect a swift reply, and hopefully, a user-centered solution in the very near future.
Thanks,
Cliff