Search:

Product Information All Elsevier Sites   Advanced Product Search
SiteStat.jsp
Feedback that gets heard
Adrian Mulligan


The last few years have seen Elsevier shift to a more customer-based culture. As part of this move the Editor Feedback Program was introduced, to gather and track editors’ opinions. So far, more than 3,000 editors have taken part.

What did editors say? “The editors identified a number of areas where they could receive more support,” says Adrian Mulligan, Associate Director of Elsevier Research & Academic Relations. “They indicated we could provide more help managing peer review, we also learned that they wished to be better informed about the performance of the journal - from usage statistics, citations, to being able to track submissions. Some, but by no means all, wanted to be more involved in the marketing of their journal, others clearly indicated they needed more support for submissions from non English-speaking countries. A few indicated that they simply wanted more contact with us.”
Laura Hassink

Laura Hassink, VP Strategy & Journal Services, says, “The initial feedback wasn’t always comfortable reading, but it did give us for the first time a holistic view of what editors thought and how we should respond.”

Specific actions have taken several forms. To support peer review, for example, reviewers have been given free access to Scopus (soon to be expanded to include ScienceDirect); and to help authors who have difficulties writing articles in English, more editors are involved in marketing, relationships have been established with English-language polishing services, journal performance reporting has been improved. “Feedback shows we’re making good progress in many of these areas, but there’s still more to do,” says Hassink. “We want editors to keep telling us what they think - the good as well as the bad, this will allow us to enhance our support and ensure we deliver world class services.”

Read Adrian Mulligan’s External link  full-length article about feedback programs, as well as an article featured in External link  Editors’ Update Issue 21.
Editors' Update - Your network for knowledge
Issue 25

TOPICS

 

EDITORS' UPDATE

 
Printer-friendly version   Printer-friendly version