Transcript Document

Self-Service Document Delivery
William Hayes, PhD
October 7th, 2006
Agenda
I.
II.
III.
IV.
V.
VI.
VII.
Importance
History
Options
Strategy
Parts List
Roll Out
Feedback
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
Old Old Way
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
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 you’re at it, make them free
Document Delivery Options
Assisted
How to
implement?
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
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
Self-Service Options
Through single interface
Using native interfaces
Pros:
•Easier to set up and maintain
Pros:
•Users order directly from
preferred search tools
•PubMed
•SciFinder
•Web of Knowledge
•Ovid
•Beilstein?
Cons:
•Users must switch from
preferred search tool to ordering
database
Cons:
•Accounting
•Complex set-up
•People who order articles don’t
always read them
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)
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)
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 PDF’s (but not compared to other
document delivery vendors)
Example: PubMed
The Get It! BIIB button
SFX Link Resolver checks holdings
HELP links
to intranet
OR link directly to Infotrieve…
HELP links
to intranet
branding
Our wording to
address FAQs
Cost Center
…with order information pre-populated
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
Phased Rollout
Implementing new order system involved many changes
for the end user:
Before:
request form
PDFs/paper
No vendor access
After:
find article in PubMed
PDF format only (recent!)
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
Full Rollout
•Help located throughout ordering process in easyto-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 Site
Delivery Statistics
6
Num Articles (in
thousands)
Avg Delivery in
Days
5
4
3
2
1
0
2000
2001
2002
2003
2004
2005
2006
(YTD)
Biogen Idec Delivery Methods
4
Unknown
Ariel
Orders in thousands
3.5
Doclink
3
Email
2.5
Fax
2
Fax or
FedEx
FedEx
1.5
1
Airborne
0.5
UPS
0
2000
2001
2002 2003
2004 2005
2006
(YTD)
Mail
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
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 PDF’s
•Mostly higher quality B/W image PDF’s
•Occasional publisher PDF’s
Discussion
• Questions?
• Comments?
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