---------- Forwarded message ----------
Date: Tue, 12 Aug 1997 13:20:19 -0500
From: SKWORJ@GBMS01.UWGB.EDU
Subject: Re: comments & suggestions please (Andrew Leonhart)

> I am fairly new at this job.  When I don't receive an issue of a journal I
> file a claim with our vendor (Ebsco).  After a month or two, if I still
> don't receive that issue I file another claim.

***A month is really too short a time period in which to expect a missing
issue to appear.  I used to use a 6-week period for an action date; I've
recently gone to 8 weeks simply because claims are appearing a week or 2
after I've filed the second claim.

> 1) Should I expect all the claims I file to result in receiving the issue?

***Only if you want to set yourself up for a major failure rate.

> 2)  What is a fair percentage to expect?

***40-50%--but not after only one claim.  I send a claim stating the issue
is missing and set an 8 week Action Date.  When that trips, and the issue
hasn't arrived, I send another claim, saying I haven't had a response, and
including the invoice number on which the subscription was paid.  After
another 8 weeks has elapsed, I send a third claim, repeating the
information on the second, and adding, "this is the third claim".  After
*that* 8 week expiration date has lapsed, I make a judgement call.  If it's
for several issues, the subscription is pricey, if we bind that particular
title--I will do one of several things.  A)  Drop it.  (And sometimes, the
issue will still straggle in, weeks later. :)  B) Send a claim directly to
the publisher.  C)  Send a 4th claim to the vendor, perhaps with a personal
note.  D)  Call the vendor.

Each of these claims are counted; last year I sent out 601 claims; I
received 287 issues in response; in 1995/96 I sent 613 and rec'd 294.
That percentage is up appreciably over former years, in which I just sent
the 3 claims at 6 week intervals.  (In 1994/95 I sent 371, rec'd 147).

> 3)      What can I do when I don't receive the issue?

***See above.

***Hope this helps.  A lot is your choice to make, weighing your time and
student help available vs. the problem and costs therein.

Jeanette Skwor
Cofrin Library
UWGB