Dear SERIALSTers

(This is a rather longer than usual posting back to you - the summary is
that we are working to fix all of the issues raised in the discussions.
The detailed explanation follows).

Thank you for your emails, both on- and off-list. We are pleased that
many of our customers have transferred successfully and, from feedback
we've received are happy with informaworld, but are obviously concerned
that some of you have experienced some problems - and we want to put
this right and fully address any issues that you may have. As you know
we are dual hosting our content on MetaPress and Informaworld for a
period before switching off the MetaPress access - this access on
MetaPress is ongoing for the remainder of Feb and into March to ease
everyone through the transition.

When we started the move over to informaworld back in the Summer of 06,
we emailed all MetaPress registered administrators to send them their
usernames and passwords and details of their account access on
informaworld. We then subsequently emailed every couple of weeks to all
customers who hadn't been into the system to confirm their details. For
the most part this worked as planned and since that date we have
successfully confirmed thousands of customer accounts on the site, but
it is clear that due to issues such as spam filters and out of date
administrator registrations on MetaPress a number of customers did not
receive the information through the course of last year. When they then
received notification from their agents of the Jan 1 launch of
informaworld we were naturally inundated with enquiries about activation
requests.  We have increased the number of staff worldwide working on
the queries coming in and you will see the impact of this shortly.

There was one point raised that I need to clarify as customers have
clearly been misinformed by the person they spoke to at T&F concerning
the switch over: customers do not need to come to us direct - rest
assured we are working closely with all agents to deal with enquiries.

I'm grateful to Regina Koury for circulating the list of sales managers
in North America - these people will indeed be able to assist with most
enquiries or raise your questions with the right people on the
informaworld side.

Chad H was correct in his posting when he says that emails into us go
into a queue in our system - if you would prefer to come direct to us
with your query, the main support desk phone number is in the UK: +44
(0)20 7017 7720 - I would recommend this number in the short term if
there are any issues you need to raise that haven't been covered by any
email that you have sent in.  I am looking into why answerphone messages
may have been left without response as this is clearly unacceptable.

As ever, please do not hesitate to contact me direct if you continue to
have concerns.

Best wishes

Bev

Bev Acreman
Taylor & Francis

-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum
[mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Kemp, Rebecca
Sent: Wednesday, February 07, 2007 1:59 PM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Informaworld

Has anyone else been having an extremely difficult time getting in touch
with Taylor and Francis / Informaworld representatives?  I have been
attempting to set up my administrative account correctly since December.

I have tried both phone and e-mail.

Thanks,

Rebecca

Rebecca Kemp

Serials Supervisor Librarian

W.M. Randall Library

University of North Carolina Wilmington

601 S. College Rd.

Wilmington, NC 28403

Phone: (910)962-7220

Fax: (910)962-3078

kempr@uncw.edu <mailto:kempr@uncw.edu>

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