In the Customer Service Focus column in the Library Connect Newsletter, Arjan Huisman of Elsevier’s Customer Service Focus Project reports from Amsterdam. Each CSF column delivers an update on Elsevier's innovations in the area of customer service. Find below a growing index of CSF columns to date.

Want to suggest a topic for the column? Write to libraryconnect@elsevier.com.

Q: How is Elsevier working to improve customer service?

A: At Elsevier we try to improve customer service always... On a regular basis we receive feedback from our customers regarding how to further improve our customer service. Customers are in contact with our account managers, eHelpdesks and print customer service staff; attend trainings or speak with me and other staff members... (read more in the Library Connect Newsletter, 6:3, April 2008).

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Q: How does Elsevier answer queries about Scopus and ScienceDirect?

A: With Live Chat, users can access online technical support via a chat environment (like MSN messenger)... Live Chat allows two-way dialog and helps our users get their answers in minutes... Making it even better, Live Chat is available around the globe, 5 days a week, 24 hours a day... (read more in the Library Connect Newsletter, 6:2, April 2008).

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Q: How do I know how well ScienceDirect or Scopus is being used?

A: When it comes to the value of your collection, a key question to answer is how often a platform is used. At Elsevier, we help you answer the question of how often searches are done on ScienceDirect or Scopus by offering multiple reports that are accessible by administrators using our Usage Reporting Tool ... (read more in the Library Connect Newsletter, 6:1, January 2008).

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Q: What 2.0 tools provide support to Scopus users?

A: As we gravitate towards the realm of Web 2.0, users are looking for more ways for online interaction and sharing. At Elsevier, we offer 2.0 support to Scopus users by providing them with three basic and useful tools. Our RSS feed, HTML feed and API (application programming interface) offer fast access to relevant search results and ways for librarians and users to share information with others. ... (  read more in the Library Connect Newsletter, 5:4, October 2007).

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Q: What kind of help is available to EES users?

A: This March brought the launch of Elsevier Editorial System (EES) Online Help, a self-help site designed especially for customers using EES. Given that close to 1,400 journals (out of the more than 2,000 published on ScienceDirect) are now using EES, it’s very important to provide ... (  read more in the Library Connect Newsletter, 5:3, August 2007).

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Q: Does Elsevier offer support in different languages?

A: As you can see on ScienceDirect, Scopus and Elsevier.com, the primary language used in our products and on our websites is English. Also, our printed support materials are mostly provided in English. We do however provide support in other languages as well. ... (  read more in the Library Connect Newsletter, 5:2, April 2007).

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Q: How does Elsevier update librarians on ScienceDirect title holdings or title changes?

A: Most customer service questions relating to ScienceDirect involve titles of electronic holdings. Titles are added to the database, transferred to other publishers, discontinued or change their names. Naturally, customers ask us to provide the right information at the right time. Elsevier provides title change information in several ways ... (  read more in Library Connect Newsletter, 5:1, January 2007).

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Q: How is Elsevier providing support to Scopus users?

A: Besides giving support in the usual ways like providing FAQs, E-Helpdesk and sales managers have been looking for new ways to support researchers using Scopus. Hence this October is bringing a new option: Live Chat. With Live Chat, Scopus users can access online technical support via a chat style environment ... (  read more in the Library Connect Newsletter, 4:4, October 2006).