Serials renewal cycle – doing it the SMU (A different U) way!

All Sessions

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.