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William Hayes, PhD October 7th, 2006 William Hayes, PhD October 7th, 2006 Self-Service Document Delivery.

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Presentation on theme: "William Hayes, PhD October 7th, 2006 William Hayes, PhD October 7th, 2006 Self-Service Document Delivery."— Presentation transcript:

1 William Hayes, PhD October 7th, 2006 William Hayes, PhD October 7th, 2006 Self-Service Document Delivery

2 Agenda I.Importance II.History III.Options IV.Strategy V.Parts List VI.Roll Out VII.Feedback

3 Importance of Doc Delivery Importance of Doc Delivery No one can subscribe to everything Regulatory, BusDev, Drug Safety, and Research all depend on external information Frequent urgent requests Can obviously stimulate R&D, enhance progress

4 Old Old Way

5 A computer-assisted request system was born! Patrons could request articles from their desk by typing the citation information into a form! Articles arrived interoffice mail within just a few days! And this was okay, until… …and instant gratification Old Way

6 Current Expectations Links to articles shall be available in every database All articles shall be instantly available as color PDFs Did I mention instantly? And please, not another username and password And while youre at it, make them free

7 Document Delivery Options How to implement? Self-service Individuals place and receive orders directly with vendor Pros: No middleman speeds delivery No middleman reduces headcount Preferred MO of some users Cons: Customers must troubleshoot with customer service directly Cant tell if all orders are delivered Assisted All orders go through the library Pros: Staff can help find reference Delivery issues easily monitored by staff Duplicate orders can be caught Staff can use variety of doc del vendors Cons: Headcount devoted to shuttling emails Process orders for content we already have


9 Self-Service Options Through single interfaceUsing native interfaces Pros: Easier to set up and maintain Cons: Users must switch from preferred search tool to ordering database Pros: Users order directly from preferred search tools PubMed SciFinder Web of Knowledge Ovid Beilstein? Cons: Accounting Complex set-up People who order articles dont always read them

10 System set-up and considerations Link resolver 1.Technical ability of sales staff 2.Tied to one product? 3.Hosted or in-house 4.Available sources and targets Sources: e.g. literature databases Targets: e.g. publishers (article link) Document Delivery Vendor 1.Reliability 2.Comprehensive article access 3.Accounting flexibility 4.Document quality 5.Delivery options (paper, TIFF, PDF)

11 Ex Libris - SFX selected as our Link Resolver Very flexible system and rather powerful Good training, migration capability Comparatively superior database and application framework (though primitive and poorly designed) Mostly documented (though buggy)

12 Infotrieve selected as our Document Delivery Vendor OpenURL enabled Global document delivery staff (Germany office, San Diego, far east) - covers the global work day Flexible accounting and individual ordering system Capability of providing any literature (based on previous experience) Fairly stable company (though our solution is fairly portable) 100% digital delivery of requested articles Low marks on document quality compared to publisher PDFs (but not compared to other document delivery vendors)

13 Example: PubMed

14 The Get It! BIIB button

15 SFX Link Resolver checks holdings HELP links to intranet

16 OR link directly to Infotrieve… Cost Center Our wording to address FAQs HELP links to intranet branding

17 …with order information pre-populated

18 Recognizing users No new passwords! Use IP-authenticated accounts Pre-provisioned user accounts from internal company address book New employees fill out short profile form during first use

19 Phased Rollout Implementing new order system involved many changes for the end user: Before:After: request form find article in PubMed PDFs/paper PDF format only (recent!) No vendor access direct interaction Phase I: Library used new system to place all orders Phase II: 10-20 end users try new system Phase III: full rollout

20 Full Rollout Help located throughout ordering process in easy- to-find places URL with global overview Help comes in many formats text only pictures and text Movies (screencasts!) Training sessions FAQs drive improvements

21 Intranet Help Site

22 Delivery Statistics

23 Orders in thousands Biogen Idec Delivery Methods

24 Document Delivery Emails: Attachments or Links? Attachments are easier –Article size limits (most companies set limitations on email size) –Cannot determine if actually delivered (spam filters, buried in email deluge :) Links –Possible to determine if accessed by customer, if not after ? days, send reminder –No size limitations –Have to manually download –Link expires after 2 weeks

25 Feedback BIG improvement for PubMed users Initially confusing for non-PubMed users Patrons hate TIFFs: not in color poor resolution some desktop machines not set to open them Recently upgraded to image PDFs Mostly higher quality B/W image PDFs Occasional publisher PDFs

26 Discussion Questions? Comments?

27 Acknowledgements Biogen Idec Library Staff June Ivey Barbara Leone Karlyne Hutchings Pam Gollis Phoebe Roberts (co-proj mgr) Biogen Idec Research Informatics Jeff Warhaft (co-proj mgr) Steve French Mirko Geffken Colin Young Mohammed Maati Infotrieve Pat Alderson Dick Weaver Craig Faulkner Kenji Fujita Stephanie Azores Ian Palmer Todd Everett Kevin Glacken

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