Forlonge services

2010 COSA USER CONFERENCE | 26-27 OCTOBER | GOLD COAST
At Your Service
Carol Forlonge & Mala Singapuri
SirsiDynix

SIRSIDYNIX SERVICES
• Variety of services to address the needs of libraries
• Include:
– Data Services
• Bibliographic Enhancement – Analysis, Clean-Up, Upgrade, De-
duplication Services
• Authority Cleanup and On-going Processing
– Consulting Services – SureStart, SureSailing
– Platinum and Premier Platinum Services

DATA SERVICES
Section 1

DATA SERVICES
Bibliographic Enhancement – What is it?
The enhancement of a Library’s bibliographic records though Analysis,
Clean-up, Upgrade and De-Duplication.
The purpose:
To enhance the records in a Library’s holdings allowing for accurate,
corrected and updated information for each MARC record, enabling the
Library to operate more effectively and efficiently.

BIBLIOGRAPHIC ANALYSIS
• Provides a profile of the records in the database – description as well as
some indicators for their quality
• Generally the first step, i.e. first look at the data – allows Library to see if
other projects (de-duplication, authority processing or clean-up) are
required
• Automated overnight analysis – no downtime for the Library
• Only data extracted is MARC bibliographic, authority and community
information. No patron, circulation or acquisition data is extracted.

BIBLIOGRAPHIC ANALYSIS
• Up to 17 standard reports are provided to the Library
– Provides insight into the contents of the Library
– GMD usage
– Subject thesauri used
– Name headings missing death dates
– Database Duplication rate
– Cataloging errors such as two 245 fields
– Obsolete MARC fields/values used

BIBLIOGRAPHIC CLEAN-UP
• Fields and text in the bibliographic records upgraded and loaded back into
the ILS
• Updates based on information already in the record
• Corrects common mistakes
– Based on 30 years of experience with libraries
• Implements AACR2 and MARC21 changes
• Enhances value of local records—those which wouldn’t exist in other
databases
• Available separately or combined with authority processing

BIBLIOGRAPHIC CLEAN-UP
EXAMPLES
• Generate missing data
– Creating an 008 tag using data from other tags of the MARC21 record
• Correct data structures
– Inserting missing subfield codes into the 020 ISBN field
• Update structure
– Changing field 305 to 300
• Correct invalid data
– Example: “Untied” States to “United” States
• Re-format
– Normalize and properly format GMD
– Remove dashes from ISBN

BIBLIOGRAPHIC UPGRADE
• Upgrade MARC records using Library of Congress or other MARC records
• For example:
– Brief retro-conversion records
– Brief order records
• Workflow:
– SirsiDynix extracts customer data
– Customer data is batch matched against target database(s) using
customized match profile
– Customer data is overlaid with target data, retaining any customer-
defined local fields and all linked transactions (circs, orders, etc)
– Enhanced data is re-loaded to Symphony or Horizon
• Customize load procedures eliminate or drastically reduce cataloging
down time

DE-DUPLICATION SERVICES
• Processes a copy of the Library’s bibliographic database to identify, merge,
and remove duplicate records
• Process identifies pairs of duplicate records based on a match of selected
keys, e.g. ISBN, OCLC number, author/title
• When duplicates are matched Library decides on the ‘master’ record &
which record is merged and deleted
• Working with the Library – further analysis of the records will be made
before the SirsiDynix MARC specialist begins the final move of items from
duplicate records to ‘master’ and merge of unique bib fields such as call
number/subject headings and delete the duplicate record.

DE-DUPLICATION SERVICES
• Superior numeric and textual matching algorithm
• Automated transfer of items
• No impact on circulation functions
• Improved matching for add-on collections
• Improved selection of master bibliographic record
• Allows for multiple levels of matching
– Standard
– Relaxed
– Numeric only

AUTHORITY PROCESSING
• Matches headings in your bibliographic records with thesauri such as the
LC Name, LCSH, MeSH, or GSAFD
• Updates the headings in your bibliographic records
• Provides full authority records with
– Cross references
– Scope notes
• Enhances bibliographic content and structure
• Helps patrons locate “library’s” resources

AUTHORITY PROCESSING
• Cleans up the heading fields in bibliographic records
• Provides current authority records
• Expands abbreviations
• Corrects subfield errors
• Corrects explicit dash-dash
• Deletes non-filing articles
• Subfield-v heading flips
• Bibliographic Cleanup Service is included

Flow Of Events
Week 0 Receipt of purchase order
Week 0 Authority control processing questionnaire delivered
Week 1 Conference call to answer any question regarding questionnaire, process or
options
Week 3 Data extraction from library ILS (*Limited cataloging begins: two weeks)
Week 3 Authority processing begins
Week 5 Updated bibliographic and authority record reload (~1 day) (*Limited cataloging
ends)
Week 5 Update browse, keyword and thesaurus indexes (scheduled during closed
hours, weekend or evenings)
*Schedule based on 400,000 titles

SAMPLE ISSUES
• Add genre authority format
• Add genre (655 field) to cataloging formats
• Add subfield ‘v’ to all cataloging format policies
• Analyze custom formats
• Suspend title control key changes
• Update cascading subfields list (*automated)
– At one site this step alone authorized an additional 60,699 headings
• Analyze/resolve duplicate title control keys (*automated)

CONSULTING SERVICES
Section 2

CONSULTING SERVICES
• Consulting Services are the cornerstone of SirsiDynix’s work with libraries
• Covers a wide range of services including:
– SureStart
– SureSailing
– Go-Live Consulting Visit
– Enterprise/e-Library customization
– API Training
– Web Services

SURESTART
• Layer of consulting support designed to smooth the transition for libraries
during their first year on a new ILS.
• Resource for the entire staff, not just system administrators.
• Addresses issues outside the scope of education services training.
• Topics include:
– customizing workstation properties to streamline staff workflow
– refining configuration policies
– selecting, configuring and scheduling reports that track productivity,
communicate with patrons and maintain efficiency of procedures
– configuring the public interface
– consulting with staff members who are working with specific modules
– developing strategies for maintaining systems and databases
– investigating and reporting techniques to help libraries communicate most
effectively with their staff and SirsiDynix
– planning for the upgrade process

GO-LIVE CONSULTING VISIT
• Our SureStart Consultant arrives onsite for the Go-Live date to answer
questions from library staff, assist the system administrator and perform
any necessary review sessions to make sure the staff is prepared to handle
the day-to-day tasks using the new ILS.
• This visit is a less structured than the formal training sessions that have
already taken place allowing questions to be addressed as they arise.

SURESAILING
• SureSailing is a service for all libraries. SureSailing offers the same level of
comfort and support new clients receive during their first year with
SureStart.
• SureSailing is also a series of scheduled telephone conversations with a
senior consultant – available in packages of 4, 6 or 12 calls per year.
• Topics can include:
– general concerns any of the departments are having with software
– discussion on anything that would make their jobs easier from reports to
configuration options to global data edits
– review patron comments about using the OPAC and discuss customization options
to serve them better
– review plans for testing and installing Unicorn upgrades
– implementing new features or modules

CONSULTING REVIEW
Configuration Options:
• Update configuration to incorporate new user functionality or changes in
library policies & collections.
• Policy Review: Streamlining policies for easier administration
• Data Review: Analysis of current data & formats and plans for change
• Report Review: Analysis and update of report setup
• User Interface Review: Review options to enhance user experiences

PLATINUM SERVICES
THE NEXT LEVEL OF SERVICE FOR SIRSIDYNIX SYMPHONY
Section 3

PLATINUM SERVICES OVERVIEW
• Two levels of Platinum Services:
– Platinum
• Available to all customers
– Platinum Premier
• Available to onsite customers with a minimum of $40K total
recurring revenue or and SaaS customers with a minimum of $80K
total recurring revenue

TRAINING
• Get the most out of your ILS systems by having your team fully trained on
core functionality or latest features and enhancements.
• Train new hires and employees moving into new roles at any time, all with
the peace of mind that there's no extra cost.
Standard Platinum Platinum
Premier
Unlimited eLearning training for a specific number of users $ 10 30
Access to electronic training documentation for customization
 
Three hands-on lab training courses (1 attendee/course) $  
20% discount on onsite, custom, or hands-on lab training
 

BEST PRACTICES & CONSULTING
SERVICES
Premier
Dedicated Library Relations Manager
  
Annual review and account planning with your Library
Relations Manager 
Custom consulting hours for custom report, global database
changes, data transfers, portal customization or integration
with other software products
$ 6 hrs/yr 20 hrs/yr
Sure Sailing - Regularly scheduled two hour calls with a senior
consultant to review best practices, report setup and
configuration, system administration, planning for upgrades
and enhancements as well as general questions.
$ Quarterly Monthly
20% discount on additional consulting hours (bundle of 10
hours)
$ $

CUSTOMER SUPPORT
Premier
Standard technical support 8-5 M-F 24/5 24/5
Technical support: critical level 1 issues 24/7 24/7 24/7
Weekend and evening upgrade support (schedule at least two
weeks in advance)
 
Priority call handling and resolution with a dedicated Platinum
Services toll-free number
 
Client Care Portal and Knowledge Base access
  
Number of authorized contacts that can call or open cases
with Client Care
4 5 5

API
Premier
Access to all SirsiDynix APIs and training,
including new releases and upgrades, as well
as API support and training during your
maintenance term
$ $ 

DATABASE ENHANCEMENT
SERVICES
Premier
MARC records update with full SmartSOURCE service $ $ 
Authority update service (quarterly updates - must
have authority processing done within past 18
months)
$ $ 
Authority cleanup processing 10% discount $  

OPTIONAL USER CONFERENCE
TRAVELStandard Platinum Platinum
Premier
User conference registration fees
 
Hotel
 
Travel (airfare, rail, car rental, taxi, airport parking…)
 
Meals and incidentals
 
Platinum Services customers have the option to include user conference travel
expenses in their maintenance
We will include an extra per-person deposit to the annual maintenance: AUD3.5k
Attendees submit actual expenses to SirsiDynix
We reimburse the individual for up to 100% of the actual costs incurred
Unused contributions expire at the end of the maintenance term

PLATINUM BENEFITS FOR OUR
LIBRARIES
• Improved productivity and customer experience
– Expanded access to services, best practices, and ongoing training allows the library
to be more efficient and productive while delivering a better experience to your
customers.
• Access to exclusive, Platinum Services only benefits
– Examples include weekend and evening upgrade support, access to electronic
training documentation, global 24*5 support and a dedicated priority support line
• Easier to get the services you need
– Bundled packaging provides an array of benefits they may otherwise get
– Customers simply sign the quote to purchase Platinum Services
• No legal contract is required
• Lower the library’s costs for additional services
– Easy-to-understand pricing and Platinum Services discounts lower the library’s
overall costs
• Option to include user group memberships and conference costs in maintenance

CUSTOMER PRICING
Onsite SaaS
New &
Existing
20% of recurring fees 10% of recurring fees
The Platinum Services price applies to all annual fees
Including maintenance, SaaS fees, third party subscriptions, hardware maintenance,
etc.
Minimum price of $2,500 a year.

THE FINE PRINT
• Platinum Services benefits are available only during the term
– Unused benefits do not carry over to subsequent years
• Customers can sign up at any time
– Annual fees can be prorated
• Value Bundles
– Platinum Services will have the same annual maintenance cap that is
in a customer’s existing Value Bundle agreement
– Value Bundle customers will be allowed to drop the Platinum Services
on the first anniversary
• First year “trial period” to experience the value before committing
to a long-term contract
• Advanced notice required if the customer decides not to renew

CUSTOMER WELCOME PACKAGE
• Welcome Package:
– To maintain the high-end feel and brand to Platinum Services, each
customer will receive a customized welcome package when they join
the program
– Welcome package includes a custom packaged iPod Touch with a pre-
loaded welcome message recording from Matt Hawkins

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