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Serials renewal cycle – doing it the SMU (A different U) way!
Tuesday, February 24, 2015 at 1:30 PM–1:45 PM CST
Room 105
Conference Track
4. External Relationships
Keywords
Serials renewal, Subscription agents, Service Level Agreement (SLA), Performance Measurement
Learning Objectives
- Development and use of evaluation criteria to measure subscription agent performance
- Development and use of Service Level Agreements (SLA) between agent and library
- How the process of developing an SLA clarified the roles and responsibilities of agent and library in the delivery of information services
Abstract
In 2013, SMU Libraries developed evaluation criteria and drafted Service Level Agreements between the Libraries and selected serials subscription agents. This provided the means to measure agent performance and allowed the Libraries to transform ‘legacy’ practices around the serials renewal cycle which resulted in improved service levels and cost savings.
Presenters
![[photo]](https://secure.gravatar.com/avatar/e888a2856fb3baae814005d07983acd5.png?d=https://proposalspace.com/images/no_photo.png&r=PG&s=50 "Kai Leong Heng, Singapore Management University")