Docline users problem report form

-----Original Message-----
From: Discussion list for registered DOCLINE users.
[mailto:DOCLINE-L@LIST.NIH.GOV]On Behalf Of NLM DOCLINE
Sent: Monday, May 03, 2004 1:41 PM
To: DOCLINE-L@LIST.NIH.GOV
Subject: Re: Incomplete Requests


George/All,

We are concerned to hear that your experiences with NLM document delivery
service are not satisfactory. It is our primary goal to process requests
quickly and deliver the documents accurately. NLM receives an average of
1600 requests each day, and over 96% of them are processed within 24 hours.
In that many requests, we know that occasionally there are errors.

The preferred and most effective method to report a problem is the NLM ILL
web form at the following URL:
http://wwwcf.nlm.nih.gov/ill/ill_web_form.cfm. This information is found on
each cover sheet sent with document requests filled by NLM. Contrary to
what was reported, that site is monitored closely by NLM ILL staff so that
replacement pages can be delivered in a timely manner.

As an alternative, a message describing the problem may be sent to
custserv@nlm.nih.gov, (Attention ILL) in the subject line, or by calling
301-496-5511. If you call that number, please ask to speak with either
Julia Player or Judy Jordan. Requests for resends are processed by email or
web. If either of these methods fail, the requests are sent by fax and then
by mail as a last resort. Billing transactions on any DOCLINE request
number occur only once. Resends are associated with the original request.

Best Regards,

Kenneth Niles
Head, Collection Access Section
National Library of Medicine
8600 Rockville Pike
Bethesda MD 20894
nilesk@mail.nlm.nih.gov
(301) 496-5511

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