SURVEY: Library Satisfaction with Publisher and Subscription Agent Services Gary Ives 01 Apr 2007 21:15 UTC

You are invited to participate in a research study designed to measure
library satisfaction with services provided by publishers and by
subscription agents, services which are intended to support libraries in
their management of “big deal” licensed packages.  These services
include: direct customer service, subscription list reconciliation and
management, renewal and invoice processing, provision of administrative
reports and metadata, electronic access activation, and resolution of
access problems.

This message is going to subscribers of the SERIALST discussion list.
If you are not the appropriate person to receive this invitation, please
forward to the most appropriate person in your organization.

This online survey contains 36 questions and should take no more than
20 minutes to complete.  We have provided a TEST COPY of the survey at in case you wish to
preview the survey questions.  Responses posted to this test copy will
not affect the data cumulated by the active survey.

When you are ready to complete the ACTIVE SURVEY, please go to  Please note that
the first page of the survey is the “Informed Consent of Participants
in this Study” page, mandated by the Texas A&M University
Institutional Review Board - Human Subjects in Research office.  By
clicking on “Next>>” at the bottom of the page, you consent to
participate in this study, and you will be taken to the first question
of the survey.  The survey will close on April 20, 2007.  This survey is
confidential, and no results will be reported that may be identifiable
to individual respondents or their institutions.

The data will be collaboratively analyzed by Rick Anderson, Jill Emery,
Gary Ives, and Dana Walker.  Our intent is to report preliminary results
through the SERIALST and other discussion lists, and to present final
results and conclusions through appropriate conference and/or
publication venues yet to be determined.  We believe this study will
give us all a greater empirical understanding of the relative success of
publishers and of subscription agents in providing the support services
libraries need to effectively manage package subscriptions, as measured
by libraries’ satisfaction with those services.  Toward that end, we
would like to express in advance our deepest appreciation for your
participation in this study.

If you have any questions about this study, please contact the
principal investigator, Gary Ives, Coordinator of Electronic Resources,
Texas A&M University Libraries, (979) 458-0726,