I also put in a lot of these, as they get reported to me by other library staff. I find EBSCO to be at least as responsive as other vendors, although, as others have said, it can take weeks or a few months so ILL is always the right immediate solution (the problem is almost always found by a patron).

We don't attempt to systematically check aggregate content, but we do systematically check access for individually subscribed online titles.

I would like to encourage everyone to take the time to report these - remember when you do it, it's not just for yourself but all of us!

Melissa Belvadi

Collections Librarian

University of Prince Edward Island

mbelvadi@upei.ca 902-566-0581

On Thu, Sep 25, 2014 at 6:51 PM, Fearer, Kathleen E (EED) <kathleen.fearer@alaska.gov> wrote:

We put in a lot of these requests. I generally do it as a technical support request, using the form on EBSCO’s support site. EBSCO is pretty responsive to these requests, although it does often take weeks or even several months (as you’ve seen) for the missing content to show up. We generally use ILL to obtain articles instead of waiting for the missing content, but I still alert EBSCO to the missing content – they want to know about it, and I figure if we are noticing it, other libraries probably are too.

Katie Fearer

Public Services Librarian

Alaska State Library

P.O. Box 110571

Juneau, AK 99811-0571

907-465-2988

Kathleen.fearer@alaska.gov

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Mann, Sanjeet
Sent: Thursday, September 25, 2014 9:31 AM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: [SERIALST] How long does it take to resolve problems with missing database content?

Dear SERIALST subscribers,

For the last three months I've been corresponding with Ebsco support staff about missing content from a journal aggregated in the Omnifile and Education Research Complete databases. As of this morning's email, the problem is still not solved, motivating me to ask you all what you do when you become aware that content is missing from an aggregator database. Do you report the problem to technical support, or just fill the requested item via ILL and let it go? If you do try to get it fixed "properly", how long does it take from the time your library user reports the problem to the time the vendor writes back to say the content has been loaded?

Thanks for considering this question,

Sanjeet Mann

Arts and Electronic Resources Librarian

Armacost Library, University of Redlands

(909) 748-8051