William Hayes, PhD

1
Self-Service Document Delivery
William Hayes, PhD October
7th, 2006
2
Agenda

1. Importance
2. History
3. Options
4. Strategy
5. Parts List
6. Roll Out
7. Feedback

3
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 RD, enhance progress

4
Old Old Way
5
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

• Electronic Journal Access

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
Assisted
Individuals place and receive orders directly
with vendor
All orders go through the library

• 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

• 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

8
(No Transcript)
9
Self-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 dont always read them

10
System set-up and considerations

• Link resolver
• Technical ability of sales staff
• Tied to one product?
• Hosted or in-house
• Available sources and targets
• Sources e.g. literature databases
• Targets e.g. publishers (article link)
• Document Delivery Vendor
• Reliability
• Comprehensive article access
• Accounting flexibility
• Document quality
• 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
HELP links to intranet
branding
Our wording to address FAQs
Cost Center
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
Biogen Idec Delivery Methods
Orders in thousands
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
Infotrieve Pat Alderson Dick Weaver Craig
Faulkner Kenji Fujita Stephanie Azores Ian
Palmer Todd Everett Kevin Glacken
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