William Hayes, PhD October 7th, 2006

William Hayes, PhD October 7th, 2006

Self-Service Document Delivery

AgendaAgenda

I. Importance

II. History

III. Options

IV. Strategy

V. Parts List

VI. Roll Out

VII. Feedback

Importance of Doc DeliveryImportance 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 WayOld 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

Old WayOld Way

Current ExpectationsCurrent 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 OptionsDocument Delivery Options

How to implement? 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

Assisted

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 OptionsSelf-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 don’t always read them

System set-up and considerationsSystem set-up and considerations

• Link resolver1. Technical ability of sales staff2. Tied to one product?3. Hosted or in-house4. Available sources and targets

• Sources: e.g. literature databases• Targets: e.g. publishers (article link)

• Document Delivery Vendor1. Reliability2. Comprehensive article access3. Accounting flexibility4. Document quality5. Delivery options (paper, TIFF, PDF)

Ex Libris - SFX selected as our Ex Libris - SFX selected as our Link ResolverLink 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 Infotrieve selected as our Document Delivery VendorDelivery 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: PubMedExample: PubMed

The Get It! BIIB buttonThe Get It! BIIB button

SFX Link Resolver checks holdingsSFX Link Resolver checks holdings

HELP links to intranet

OR link directly to Infotrieve…OR link directly to Infotrieve…

Cost Center

Our wording to address FAQs

HELP links to intranet branding

……with order information pre-populatedwith order information pre-populated

Recognizing usersRecognizing 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 RolloutPhased 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 ordersPhase II: 10-20 end users try new system Phase III: full rollout

Full RolloutFull 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

Intranet Help SiteIntranet Help Site

Delivery StatisticsDelivery Statistics

0

1

2

3

4

5

6

2000 2001 2002 2003 2004 2005 2006(YTD)

Num Articles (inthousands)Avg Delivery inDays

0

0.5

1

1.5

2

2.5

3

3.5

4

2000 2001 2002 2003 2004 2005 2006(YTD)

Unknown

Ariel

Doclink

Email

Fax

Fax orFedExFedEx

Airborne

UPS

Mail

Ord

ers

in t

ho

usa

nd

s

Biogen Idec Delivery MethodsBiogen Idec Delivery Methods

Document Delivery Emails: Document Delivery Emails: Attachments or Links?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

FeedbackFeedback

•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

DiscussionDiscussion

• Questions?

• Comments?

AcknowledgementsAcknowledgements

Biogen Idec Library StaffJune IveyBarbara LeoneKarlyne HutchingsPam GollisPhoebe Roberts (co-proj mgr)

Biogen Idec Research InformaticsJeff Warhaft (co-proj mgr)Steve FrenchMirko GeffkenColin YoungMohammed Maati

InfotrievePat AldersonDick WeaverCraig FaulknerKenji FujitaStephanie AzoresIan PalmerTodd EverettKevin Glacken