I’ve been asked: “Doesn’t Reprints Desk sell articles? Why in the world would you launch a tool to help people find free articles?” The answer to that question is easy: Because it makes damn good sense, that’s why.
Let me explain….
First of all, at Reprints Desk we don’t make money by selling articles, systems or software. We make money by making customers happy. That’s first and foremost, and maybe the only thing we think about all the time at Reprints Desk: “How can we make customers happy?” When our customers tell us they’re happy, we become happy. It’s a symbiotic relationship. The “making money” part comes from having customers in the first place, right? OK, so we have the basic premise of our business established.
Secondly, what can we do to bring more happiness and satisfaction to our customers? What can we do that no one else is doing or has thought of? What have we built already that we can improve upon?
Well, we did a survey of a customer group and found that one of the activities that commonly occurs is that our customers will spend valuable time hunting around on the Internet for “free stuff” before going to a paid service. It’s human nature, even professional human nature. However, it’s also time consuming and creates a barrier to more efficient content workflows.
Now, keep in mind that in the real world, only a small percentage of the articles any of our customers need are Open Access, so a lot of time is wasted “checking just in case it’s Open Access.” We dared to imagine something mundane: Let's help our customers save a lot of time and money as well as create more efficient workflows by integrating Open Access into our platform.
If each one of our customers tells two friends, then we’ve just turned customer happiness into more customers and more customer happiness, and they tell two friends….and the virtuous cycle continues. That’s how Reprints Desk was built, it’s in our DNA:
We dedicate our efforts to making customers happy, because without them, we don’t exist. And you know what? We like existing!
Third point, we have put a lot of hard work into building an awesome Document Delivery platform for our customers. Our customers helped us built it. I think it’s the best one in the world, definitely the best one I’ve ever collaborated on. I’m proud of it, the old-fashioned way, in the same way my father took pride in his work at the machine shop at the old Bell & Howell in Pasadena when he knew a piece of metal he was milling would get put onto an Apollo mission.
A lot of our customers think we’ve done a good job as well (see The Article Blog post “Love Thy Customer”). Additionally, we’ve made substantial improvements lately, including in our ability to get more “granular” in our platform and system workflows than we ever imagined. We’ll be announcing some news about these developments in short order.
So, what does Open Access Filter do? For our customers that have it activated, we will run every article request through the Open Access Filter and our platform will determine if that particular article is available via Open Access today. Why “today?” Well, if you follow Open Access developments, you’ve probably realized that in addition to traditional Open Access journals, there are also Hybrid Open Access journals where only certain articles are available on an Open Access basis. There are also embargo periods, which means that the article you want might not have been Open Access yesterday, but it is today. So, it’s not as simple as knowing which journals or ISSN’s are entirely Open Access. It really is a matter of knowing exactly which articles are Open Access today! How’s that for a “Car Talk” puzzler?
Our Open Access Filter will help our customers save time and money, by integrating Open Access directly into their content workflows. If you are a Reprints Desk customer, and think Open Access can help you save money, then I urge you to learn a little more about it. Give me or someone else here a call. I led the project and love talking about it. If you’re not a Reprints Desk customer, and think Open Access can help you save money, then join us! Now’s a good time join our “love thy customer” movement.
Our greatest hope is to yet again, help our customers save time & money, as well as make their Content Workflows more efficient. We think this makes sense, and if you do to, then please check it out, and please tell two friends….
In case you missed the news last week (Google Reader Blog: Powering Down Google Reader), the scientific world is scrambling to find an alternative RSS reader rather than return to the days of overloaded email inboxes bombarded by journal table of contents (TOCs) and saved search alerts from PubMed and other sources.
While there are a number of generic RSS readers that many Google Reader™ feed reader users are migrating to, those in specialized fields (eg scientists, engineers, etc.) may want to use this opportunity to seek out specialized RSS readers such as Bibliogo, the free RSS reader for science and technology from Reprints Desk.
(This brief video tutorial walks you through how to import RSS feeds into Bibliogo from Reprints Desk. The file to import is entitled 'subscriptions.xml')
Bibliogo features a simple user interface with powerful tools for users including:
- Easy importing of existing feeds from Google Reader™ feed reader & directly from the native PubMed interface
- Tools for aggregating, monitoring, and curating journal article feeds from table of contents (TOCs), search tools like PubMed, blogs and any online resource with an RSS or Atom feed.
- A directory of more than 14,000 journal titles for rapid importing of TOC alert feeds
- Time-saving multi-task features
- And much more
Here's one blog post from the Science 2.0 website that we were alerted to, which summed up part of the value proposition for Bibliogo, which is a mash-up of an RSS Reader, a reference management system, paper acquisition services and more:
How About Adding a RSS Reader in Reference Management Software?
There are undoubtedly other specialized RSS readers, so whatever alternative you seek or pursue, we wish you luck in your search and encourage you to contact us here at Reprints Desk if there is any way we can help.
Google Reader™ is a trademark of Google Inc.
As a global document delivery and medical reprints supplier, we’ve heard a lot of buzz about mobile apps for the library world. While some organizations are pushing mobile to the limit, we at Reprints Desk believe that much of the industry buzz seems to be supplier driven at this juncture.
Do YOU, scientists or engineers, and others really want to order and read scientific, technical and medical papers anywhere at any time? Is this something you really wonder about or receive questions about on a frequent basis?
Our experience and the “real world” primary research that we’ve conducted certainly hasn’t supported that. Just a few of the most readily available pieces of supporting evidence for this assessment include:
- Renew Training’s 2012 report ‘Readers Discover Content in Scholarly Journals’ reported a nearly 4:1 difference in respondents’ use of a desktop or laptop computer compared to a tablet computer or phone. Related findings included the fact that less than 10% of respondents use smartphone apps to view latest journal issues, search journal content, read content offline, or browse journal articles.
- A FreePint 2011 presentation ‘The Enterprise Opportunity for Mobile Content’ highlighted their surprise findings on mobility in the workflow through a research respondent quote that stated “Generally our mobile workers don’t want to do their own searches. They want to send the request to a deskbound researcher and have the specific results emailed to them.”
- Reprints Desk’s own 2012 posting on The Scientific Journal Club group on LinkedIn for which respondents tallied a 0% preference for mobile phones as a preferred reading device for scientific papers and only a 9% preference for a tablet computer. This was compared to the 59% preference for good old fashioned paper copies and 30% for desktop or laptop computers, which we learned was driven by the ability to search PDFs for critical information.
- Primary research in the form of focus groups that Reprints Desk sponsored in 2011 as part of its new product validation process for our award-winning ‘all in one’ literature management tool Bibliogo. The exchange with one research scientist from the Massachusetts area provided what is perhaps the most unambiguous sentiment when he was asked about mobile access to articles and citations: “…what am I going to do if it's 11 o'clock at night and a paper is published that I'm interested in. It's one of those things that probably sounds cool in theory, but I'd never use it.”
Not sold on the lack of demand or just want to better understand your users’ mobile document delivery needs and preferences? Feel free to contact us and we’ll be happy to help.
So let’s suppose significant user demand for mobile document delivery actually did exist. Do you really need an app for that?
We believe the answer to this semi-rhetorical question is “it depends.” There are really two main user experience scenarios to consider: the ordering process and the method of accessing the full-text.
Let’s look at the ordering process first.
Assume a supplier like Reprints Desk actually built a mobile document delivery app for Apple’s App Store and that we were lucky enough to get past the ‘in app transactions’ review that requires content distributors to pay a portion of every transaction initiated via the app (-- luck in this case may be relative since it would be painful to go back to users afterwards to explain functionality or pricing changes!). Do you think your end users who are on a “sit back” mobile device actually want to go through the process of typing a citation in or navigating through an app user interface (UI) in order to order a full-text scholarly paper?
At Reprints Desk we strongly subscribe to the 'less is more' philosophy in many aspects pertaining to user experience. If you’ve ever read the book ‘Blue Ocean Strategy’ or bought an iPhone, an iPad, or any other Apple product, you can probably relate to the fact that value can be created through the process of elimination rather than creating new features or reducing or raising existing standards.
How might process elimination work for mobile document delivery work, you ask? Let's look at an example with the Apple iPhone.
To get started, a user can take a photo or screenshot of any article titles or bibliographies from their mobile device. This will work both for bibliographies on their computer screen and printed journals.
To take a screenshot on the Apple iPhone, a user simply needs to use their camera or press both the home and power button at the same to save a screenshot to the Camera Roll album. The user can then navigate back to the photo in their photo album, select the menu bar and click ‘Email Photo.’ Type email@example.com as the email recipient if this email address is not already listed as a contact in their addresss book, then click send and they're done.
The email will be sent the next time the user has Internet access and Reprints Desk will get to work on their order immediately, first checking subscriptions and other content assets the user's organization may have before processing the document delivery request.
This process takes less than a minute and your users will probably find that it comes with a lot less aggravation than having to navigate through an app just to place one or more document delivery article requests so they can get back to other pressing matters.
Time is money for scientists, engineers, information pros, and others, so this is also certain to help your organization save. And as you'll see in Outsell's 2012 Document Delivery Best Practices and Vendor Scorecard Update, Reprints Desk will do the data entry at no additional cost for orders sent by email.
What about post-purchase mobile content access and collaboration?
If all you want to do is store and read PDFs on an iPad, iBooks is already pre-installed and what millions of professionals already use to save PDFs today for future viewing - and it’s absolutely free. But there are many additional mobile document delivery options that exist for you and your library.
We'll take a look at one or more of these solutions in one of our future blog posts and explore the user experience, copyright considerations and more, so be sure to subscribe to The Article Blog so you’re alerted when this post is ready.
As a homework assignment so you have a full frame of reference when we publish our follow up blog post, you’ll probably first want to check with internal departments (eg legal, IT, etc.) to understand whether or not this type of mobile access solution sufficiently meets internal copyright compliance policies and cloud computing security requirements.
Have a different experience or opinion?
We always encourage productive discourse here at Reprints Desk. So if you’ve had a different experience at your organization or have a different opinion on this topic then feel free to further this conversation by sharing your thoughts as a reply to this post.
Strange things happen when you truly love your customers: they love you back and recommend you to more loving folk. That’s the conclusion I came to when I read the recent study by Outsell: “Document Delivery: Best Practices and Vendor Scorecard – 2012 Update.”
A copy of it is available online (no registration required) at:
For this study, Outsell surveyed 156 Information Professionals from a variety of organizations regarding their document delivery usage and vendor performance. The results are tabulated on pages 24 and 25 of the report, with the main categories being:
- Depth and Breadth of Coverage
- Fair Pricing
- Ease of Doing Business
- Overall Satisfaction
- Loyalty (ie, would you recommend?)
Reprints Desk, hands down, achieved the highest score in each of the categories measured. I was in tears when I read the full report. Not because I knew we have the finest people, the strongest technology, and best service out there. No. I cried because I saw that the love we at Reprints Desk give to our customers came right back to us, via Outsell, painted on a canvas in the form of scores and numbers. And this was one beautiful painting to behold, just five short years after the Reprints Desk baby was born.
I’ve personally witnessed our team, over and over, go the extra mile for our customers not only because it was the right thing to do, but because we enjoyed doing it. And we’ve received hundreds of notes from customers taking precious time from their busy day to say “thank you” to us, and these special notes get circulated internally and just add more fuel to our fire, because yes, we are passionate about Document Delivery, and proud of that fact (as strange and corny as that may sound).
So, a big thank you to those customers who spoke with their ratings. We are proud and privileged to serve you, and yes, we do love you more than ever. However, it is also important to note that we are NOT perfect and we do receive complaints as well as suggestions for improvements. Our desire is to continuously improve based on our known flaws as well as any issues our customers may bring up. That’s our duty to you and it is our commitment.
I would like to acknowledge Outsell, specifically Kurt Brenneman, who did a coherent, intelligent and comprehensive survey of the industry. A lot more than most people know goes into Document Delivery and the Outsell study covers many of the main issues as well as points the way to the future of this mission critical service.
With new functionality that we've just released in Article Galaxy, our system for streamlined literature access, customers like you can now customize the buttons that show on the dashboard user interface (UI).
So whether your end user colleagues are researchers, medical affairs professionals, engineers or brand managers, you can now surface the resources that matter most to them - and within their workflow!
Here are 10 sample dashboard button ideas for how you can put this new functionality to work:
- A-Z list
- Copyright FAQs
- Current awareness tools (like Bibliogo)
- Free resources
- Internal library staff
- Publisher websites or journals
- Reference & document management systems (like Bibliogo)
- Reprint services - internal or external
- Search tools
- User surveys
Have additional ideas for this list?
We'd love to hear them! Simply post a comment below.
Want to have custom buttons added for your account?
Contact us today at firstname.lastname@example.org and let us know what you'd like to see.
Kinga Papp of MediaCom started her Pharmaceutical Information & Pharmacovigilance Association (PIPA) 2012 session by asking the audience how many were using social networks such as Facebook, Twitter, and LinkedIn. As expected, almost everyone confirmed that they are, to some extent, part of the social networking revolution. Reality is that word of mouth has gone digital, and therefore social media cannot be ignored. People will talk about medicines whether the pharma companies that produce them participate in the discussions or not.
Particularly when it comes to health, the general public is very interested in using online media to connect and get the information they need. Health is, in fact, the most popular topic online. This is evidenced by the 59 mill Google blog results for “medicine” and more than 15,000 health and wellness related iPhone apps available. But it is not just the general public who likes to use online platforms and social media to talk about health. Medical professionals are extremely active in social media and new technology. More than 50% of survey respondents use tablets. Given these patient and Health Care Professional behaviours, the right use of social media provides great business insight, and ability to engage with people talking about medicines.
Social media now rivals television in terms of reach, which is yet another reason for pharma companies to pay particular attention to this relatively new way of interacting with customers.
So how should pharma companies go about developing and implementing a social media project?
Here are some of the recommendations Kinga provided:
Ensure that the objective of the project is to help patients. If this is the objective, regulations will not stop pharma companies from embracing social media.
Social media is about the people, what they want and what benefits them. Be on the target group’s agenda and communicate without intruding.
Plan social media projects using the SMART approach (Strategic, Measurable, Actionable, Realistic, Targeted).
A project owner needs to be dedicated to the initiative.
Marketing, Regulatory, Legal, and Pharmacovigilance need to cooperate for the project to be effective.
To avoid comments made on social network platforms having legal implications, software based and manual moderation need to be in place.
Kinga mentioned Eli Lilly as a company that has successfully used social media. The company used social media to target exactly the people they wanted to reach to recruit for their US trials. This resulted in a 10 – 20% saving in their recruitment costs.
Another example is Pfizer Israel, who has developed an app that can locate nearest public toilet for people with overactive bladder. These people are normally very nervous about leaving their homes. The success of the app is evidenced by its +50,000 downloads to date!
At the end of Kinga’s talk there were a few questions from the audience. One question was around the involvement of Medical Information in social media projects. Kinga responded that connecting a brand with something useful and being where the audience wants to be are key aspects. Medical Information is connected to what people want to talk about, so needs to work closely with Brand Managers who may not have this awareness.
“How do we know social media is not just a fad?”, was another question. The response was that current versions of social networks may not be available in future, but other means of people connecting in the same way will be available.
Someone in the audience remarked that in terms of reporting adverse effects social media can create noise and drown out real concerns. Kinga’s response was that a report through the social media route would, in effect, be no different than somebody calling about an adverse effect.
Armand Brevig of Reprints Desk (Reprints Desk offers a solution which allows display of scientific articles on iPads in a seamless and copyright compliant way) asked about the cost effectiveness of social media vs. traditional media. Kinga responded that Social media tends to be 40% more effective in terms of value for money than traditional channels. She encouraged the audience to look at social media as another tool in the box and not as a replacement for other channels.
At the recent Pharmaceutical Information & Pharmacovigilance Association (PIPA) annual conference, pharmacovigilance professionals had the opportunity to exchange best practices and learn from each other at a round table session where cases of three very different pharma companies were presented. Cases from a big pharma, a small pharma, and a generics pharma company served as a broad foundation for engaging and insightful discussions around approaches to signal management, i.e. early detection of adverse drug reactions.
It was reassuring to note that there are many similarities across the three companies in the way signal management is approached. All companies rely on tracking systems built in e.g. Excel, and all have well defined processes in place, including at what points literature searches are performed.
However, one difference that stands out in the approach of the big pharma company is that the signal management process is handled by different parts of the organisation, e.g. the UK team does signal DETECTION only - and only for certain products. These are UK specific products and global products where there are issues. Another difference is that, unlike the generic and small pharma, the pharmacovigilance professionals in the big pharma company do work closely with Regulatory Affairs and the Medical Information department around signal management.
The generic drug manufacturer at the session is under regulatory obligation to have signal management in place for approx. a third of their products. Given that generic drug manufacturers make less profit than big pharma, the comprehensiveness of the signal management processes needs to be carefully balanced against costs.
Since signal management requirements vary across the world the generic manufacturer manages the process locally in order to avoid doing unnecessary work. Some countries have no requirements for signal management, whereas in Europe all documentation needs to be recorded. In the US selected documents need to be recorded, as recording “too much” could increase the risk of litigation.
Representative from the generic pharma company felt that their signal management process could be improved through automation, e.g. part of their tracking spread sheet could be auto-populated from databases, and scheduling of key activities could be automated.
The small pharma company have a simple fit-for-purpose process in place which included literature searches at different stages.
To learn how some companies are boosting signal detection at their companies, check out Bibliogo (www.bibliogo.com) - voted Best Online Science or Technology Service in the 2012 Software & Information Industry CODiE Awards.
Many Reprints Desk customers – especially in the corporate sector – have recently inquired about options to leverage investments in scientific, technical, and medical (STM) papers purchased through Reprints Desk.
We thought you and others might find it useful to receive a summary overview from us about a few of the copyright-compliant options that exist in hopes that you can find the offering that’s best for you.
So we’ve published this blog article that covers:
• What is an article archive or repository?
• What is the financial value? How much is perception?
• How do they and should they work?
• Market options that your organization may want to consider
So let's get started...
What is an article archive or repository?
An article archive or repository is a database containing (usually copyrighted) PDFs of full-text papers. Archives are frequently comprised of articles acquired through pay per use access such as document delivery, publisher tokens, or via a publisher’s website.
However, we’re also aware of archives that have been built through more than just adding content through pay per use channels. For example, Medical Affairs groups often maintain product literature databases for reactive re-use when responding to a consumer or healthcare professional (HCP) inquiry about a drug or device. Another example is in the realm of Regulatory Affairs, where articles may be stored as part of the Pharmacovigilance drug safety monitoring process or in preparation for making regulatory submissions to agencies such as the FDA.
Because of the diversity in archive use cases, there are often one or more centralized archives within an organization and many “unofficial” personal or workgroup archives. There are also many archives that exist outside of the organization, especially within the academic community. These archives sometimes exist in reference management systems that are socially more “open” compared to solutions like Bibliogo. In either case, we’ve seen the storage of papers range from thousands to tens of thousands.
What is the financial value? How much is perception?
Information aggregators like Reprints Desk and publishers with whom we work always reinforce to customers that the value of an archive is for legal sharing of legally acquired STM content within internal workgroups. As much as we stand on our soapbox with this message, there are actually a few popular reasons that customers tell us they’re interested in an article archive:
• Enterprise-wide cost savings – essentially to eliminate unnecessary duplicate purchases of content they’ve already paid for.
• Library collection development – for many reasons, but primarily easier access for end users
• Text mining – represents R&D nirvana for many in biomedical research, since many search and discovery aspects can be automated or semi-automated
We’ve found that customer perception usually outweighs reality for the “cost savings” value of an archive. The analyses we’ve performed for customers show only a minor percentage of document orders are actually duplicate purchases. Furthermore, there are just a select number of articles responsible for the majority of re-purchases.
As for information access, building a library-based archive is often a tactic to deliver end users with yet another convenient method of access. The results of our May 2012 survey question “What is the first action you PREFER to take when you need to obtain a scientific paper” indicate that users prefer to start with their organization’s collection when they know which article they want. This basically helps to prevent duplicate article ordering in a pre-document delivery phase rather than catching a document delivery request that has already been submitted.
Growing an archive collection is also one of the ways to prepare for full-text data mining. Scientific papers acquired through document delivery represent just one of the potential content types and targets for data mining. Gene and protein expression data are other examples of the many other content types. There are many types of data mining targets as well, such as publisher servers when access is licensed.
Regardless of the rhyme or reason, here at Reprints Desk we balance the customer imperative with copyright compliance. Our mantra is simple: Do the right thing.
We believe the only way to do this effectively and efficiently is to collaborate closely with information aggregators like Reprints Desk and with trusted copyright licensing organizations like the Copyright Clearance Center (CCC) and Copyright Licensing Agency (CLA).
As a content buyer, one of your financial decisions for whether an archive is worth it may ultimately be based on your relationship with a reproduction rights organization like CCC or CLA (e.g., do you already have a license) and what your appetite is for risk and steep financial penalties.
A few examples of recent case law include:
• Lowry's Reports, Inc. v. Legg Mason, Inc. ($20 million settlement)
• American Geophysical Union v. Texaco Inc. (Seven figure settlement)
• Basic Books, Inc. v. Kinko's Graphics Corporation ($2 million of damages, fees and other costs)
Adopting a license with a reproduction rights organization is certainly one tactic to manage risk, as is ensuring that copyright compliance is part of your organization’s compliance DNA.
How do archives work and how should they work?
Article Archives work in multiple ways. They can be managed more manually for personal use or for a group through a mediated process. Article PDFs may be manually inserted into the archive, manually referenced, and manually pulled for self-viewing or to internally fulfill a request from a colleague. Archives can also be managed in a more automated fashion, wherein processes such as document delivery automatically store, check and pull licensed articles for delivery.
At Reprints Desk, we believe using automation is the most efficient and only viable long-term solution for supporting an internal archive. Furthermore, we believe it is the best way to systematically ensure copyright compliance.
In addition, we believe that the source of the rights you reference matters. Rights from a copyright licensing organization and direct from rights holders are the only authoritative sources for accurate, real-time rights information in support of true copyright compliance. Rights for storing and re-using PDFs in specified ways are based on a set of data which is both granular and dynamic. Some major publishers do not permit any unlicensed sharing of article PDFs from their journals, even for copyright license holders. This makes a trustworthy rights management component an essential part of any archiving strategy.
Before you adopt an article archive or repository solution, we highly recommend you ask organizations that you may do business with either directly or indirectly (e.g., CCC, Elsevier, and others) about their policy and their input on solution providers who offer such a solution.
Market options that your organization may want to consider
In addition to shared drives and solutions like SharePoint and EndNote that we know are often used for article archiving, below are just a few of the other options that we think you may want to evaluate if you are interested in adopting, switching, or consolidating article archives at your organization.
• Article Shelf from Reprints Desk – We integrate with customer hosted repositories and also offer a Reprints Desk-managed version that is available to customers with RightSphere Plus or Premium from CCC. Both solutions do not require any IT involvement or user training from your organization since the solution works “behind the scenes.” There is no additional cost for integration with your own hosted repository, while the Reprints Desk-managed version can be activated for a minor document delivery service fee increase or an annual fee – whichever you prefer.
• Bibliogo from Reprints Desk – Bibliogo is our award-winning journal article web app that combines current awareness, reference management, document delivery, and secure social collaboration at the citation level. Article Shelf and RightSphere can both be activated for Bibliogo premium customers, with articles delivered directly into a users’ account and attached to citations of interest. Bibliogo also offers users a copyright compliant alternative to attaching a PDF to an email to alert a colleague or external contact about the existence of an article. There are account options that can be activated so users can email citations as well as tag and comment on citations.
• QUOSA DocFlow from Elsevier – QUOSA provides literature management and archiving solutions that empower enterprises to share full-text scientific information. QUOSA DocFlow, one of many Reprints Desk integrations, puts full-text PDFs of scientific literature directly on the screens of users fast with tools to reduce duplicate article purchases.
• Pubget PaperStream from CCC – Pubget PaperStream and Collaboration services deliver PDFs instantaneously in a single integrated environment, from your internal folders and servers, your journal subscriptions, open access documents, and link resolvers.
We hope you find this update useful and encourage you to share your feedback and to contact us if you’d like any help or additional information. We also highly recommend tapping into trusted industry resources such as Outsell, FreePint and, of course, your peers!
Peter Derycz, our CEO here at Reprints Desk and one of the 100 most inspiring people in the Pharma industry according to PharmaVoice magazine readers, is honored to be present on behalf of the IT Division at the 2012 Special Libraries Association (SLA) in Chicago this year.
If you'll be there, then we hope you'll be able to make it to his presentation on Monday, July 16 at 4pm CT. If not, we hope you'll check back soon afterwards to view his slide deck as he'll be addressing an often overlooked aspect in the current dialogue around cloud computing: end user happiness.
His presentation, entitled 'The Cloud Above the Clouds: Ensuring End User Happiness' will address what companies (online and offline!) like Zappos, Zingerman's, ZenDesk and Reprints Desk already know...no matter what your product is, your business is only as good and healthy as the service you provide to customers.
At Reprints Desk, we live this everyday and believe that we're pioneering a new model for satisfaction within the information industry. And we're excited to share our view on this important topic and a little about how we help our customer administrators by providing a 'cloud above the cloud' to ensure their end users in scientific research, engineering and other fields are being satisfied by their document delivery supplier (that's us!).
So until the presentation slides are available, here's our working abstract - we hope you enjoy the read and will return soon to review and share your thoughts on Peter's presentation:
Despite being overhyped, misappropriated and misunderstood, cloud computing is changing everything from library information services to personal computing. As many technology suppliers peddle their wares to you and tout the attractiveness of “being in the cloud,” a critical part of the discussion is missing – ensuring end user happiness. This presentation will focus on how information management professionals can evaluate the impact of cloud-based solutions on end user satisfaction and will provide a (document delivery) case study for building a ‘cloud above the clouds’ to ensure visibility into end users’ interactions with suppliers.
Thanks to all who attended our SLA IT division presentation - we hope you find the slides useful as well. Please let us know what YOU think!
At Reprints Desk, we believe that there is a revolution underway by reprint buyers within the Life Sciences. Pharmaceutical companies,
Medical Device companies, and the Healthcare Communications Agencies that support them have fully embraced the iPad; their shift to digital has been dramatic. This disruptive shift threatens the reprints business
model that exists today.
Major issues need to be addressed for publishers' reprints business to thrive once again: guideline conformance, unobstructed user access, licensing controls, piracy prevention, pricing that drives greater overall spends, multi-channel reporting visibility.
We, at Reprints Desk, will be hosting the 45-minute 'publishers only' webinar The Reprints Revolution Will Not Be Televised to discuss how publishers can arm themselves for the reprints revolution. We'll also be introducing our recently launched mobile-web app Article Viewer from Reprints Desk, designed to help publishers of clinical content to securely distribute licensed eprints on the iPad and on the Web.
Thanks to all who joined the webinar - we hope you find the slides and audio recording useful as well. Please let us know what YOU think!