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.
Public Services Librarian
Alaska State Library
P.O. Box 110571
Juneau, AK 99811-0571
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,
Arts and Electronic Resources Librarian
Armacost Library, University of Redlands
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