william hayes, phd october 7th, 2006 william hayes, phd october 7th, 2006 self-service document...
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William Hayes, PhD October 7th, 2006
William Hayes, PhD October 7th, 2006
Self-Service Document Delivery
AgendaAgenda
I. Importance
II. History
III. Options
IV. Strategy
V. Parts List
VI. Roll Out
VII. Feedback
Importance of Doc DeliveryImportance 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
Old Old WayOld Old Way
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 WayOld Way
Current ExpectationsCurrent 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 you’re at it, make them free
Document Delivery OptionsDocument 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•Can’t 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
Self-Service OptionsSelf-Service Options
Through single interface Using 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 don’t always read them
System set-up and considerationsSystem set-up and considerations
• Link resolver1. Technical ability of sales staff2. Tied to one product?3. Hosted or in-house4. Available sources and targets
• Sources: e.g. literature databases• Targets: e.g. publishers (article link)
• Document Delivery Vendor1. Reliability2. Comprehensive article access3. Accounting flexibility4. Document quality5. Delivery options (paper, TIFF, PDF)
Ex Libris - SFX selected as our Ex Libris - SFX selected as our Link ResolverLink 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)
Infotrieve selected as our Document Infotrieve selected as our Document Delivery VendorDelivery 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
PDF’s (but not compared to other document delivery vendors)
Example: PubMedExample: PubMed
The Get It! BIIB buttonThe Get It! BIIB button
SFX Link Resolver checks holdingsSFX Link Resolver checks holdings
HELP links to intranet
OR link directly to Infotrieve…OR link directly to Infotrieve…
Cost Center
Our wording to address FAQs
HELP links to intranet branding
……with order information pre-populatedwith order information pre-populated
Recognizing usersRecognizing 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
Phased RolloutPhased 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 ordersPhase II: 10-20 end users try new system Phase III: full rollout
Full RolloutFull 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
Intranet Help SiteIntranet Help Site
Delivery StatisticsDelivery Statistics
0
1
2
3
4
5
6
2000 2001 2002 2003 2004 2005 2006(YTD)
Num Articles (inthousands)Avg Delivery inDays
0
0.5
1
1.5
2
2.5
3
3.5
4
2000 2001 2002 2003 2004 2005 2006(YTD)
Unknown
Ariel
Doclink
Fax
Fax orFedExFedEx
Airborne
UPS
Ord
ers
in t
ho
usa
nd
s
Biogen Idec Delivery MethodsBiogen Idec Delivery Methods
Document Delivery Emails: Document Delivery Emails: Attachments or Links?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
FeedbackFeedback
•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 PDF’s•Mostly higher quality B/W image PDF’s•Occasional publisher PDF’s
DiscussionDiscussion
• Questions?
• Comments?
AcknowledgementsAcknowledgements
Biogen Idec Library StaffJune IveyBarbara LeoneKarlyne HutchingsPam GollisPhoebe Roberts (co-proj mgr)
Biogen Idec Research InformaticsJeff Warhaft (co-proj mgr)Steve FrenchMirko GeffkenColin YoungMohammed Maati
InfotrievePat AldersonDick WeaverCraig FaulknerKenji FujitaStephanie AzoresIan PalmerTodd EverettKevin Glacken