Advocacy
The ANZREG Committee meets quarterly with Ex Libris representatives, where we raise issues of concern for our community and advocate for improvements.
We also take all additional opportunities to advocate for our community as they arise, through our collaborative relationships with members of Working Groups, Communities of Practice, Focus Groups, Advisory Groups, and the IGeLU Steering Committee.
Recent meetings and topics
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14 February 2024 with Alan Oliver, Director, Community Engagement | Global (Scotland), Sarah Petchell, Training & Consulting Partner | ANZ, Carolyn Richings, Solutions Consultant | ANZ, and Amelia Littlechild, Product Sales Manager – Library Software & Student Engagement Solutions | Australia
- Welcome and introductions
- Discussion of ANZREG conference programme and planning for June, and support including sponsorship and an Ex Libris training day
- Discussion ongoing regarding the provision of local support for Australian and new Zealand region customers within local time zones
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27 September 2023 with Alan Oliver, Director, Community Engagement | Global (Scotland) (replacing Katelin Grammer), Sarah Petchell, Training & Consulting Partner | ANZ, and Carolyn Richings, Solutions Consultant | ANZ
- Discussed support cases and the general feedback/frustrations shared by the community regarding Ex Libris support
- After the meeting we sent Alan an outline and details of specific cases (anonymised without case numbers) gathered from the community through our survey activities.
- Also discussed
- Upcoming IGeLU conference
- Plans for ANZREG Conference next year
- General updates from Ex Libris.
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21 June 2023 with Katelin Grammer, Vice President Sales | Oceania
- Update from ANZREG committee on members, including members departed or departing, new members, and roles
- ANZREG Committee update on conference
- Support –
- It is known that Project Flash concluded officially at the end of May. Could an update be given overall on aspects such as current backlog, average response times, satisfaction survey trends, etc?
- We’ve raised previously that the 2 week closure time change with Project Flash was too short. This has been raised with Ex Libris also by other channels and has been mentioned several times that this is being reviewed as a result, including recently at ELUNA Conference in May by Jed Gilmore. Can it be advised what is happening in response, and when?
- Is there any update on plans to change SalesForce portals with the Clarivate merge?
- Does Ex Libris know what the ANZ representation on working groups is? Do they see any gaps for ANZ – working groups can be hard for ANZ to attend due to time zones, what other other options to learn of decisions and provide feedback does ANZ have?
- NERS – how to improve regional impact when voting for ANZ customers?
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15 March 2023 with Katelin Grammer, Vice President Sales | Oceania, Carolyn Richings, Solutions Consultant | ANZ; and Jed Gilmore, VP Customer Care
- Thankyou and acknowledgement of Ex Libris work on Primo Māori translation for Alma & Primo UI, this now completed
- ANZREG Conference planning – confirmation of support for 2023 ANZREG conference to be held in early July
- Update on Project Flash – 2022-2023 concerted efforts to work through backlog of open Salesforce cases
- Idea Exchange – submissions of community importance
- Ex Libris updated:
- that the AIATSIS thesauri are in progress with University of Sydney
- that major cleanup of Idea Exchange will be done, and will prioritise regional/DEI supporting requests
- New content – a list for content-focussed items
- Support service, This is an ongoing discussion.
- Ex Libris considering creation of known issues log, including any known issues workarounds
- Our concerns are
- Time zone support and quality of same day responses
- Many cases take overnight due to our time zone
- With the Clarivate merger and changes, will there be an opportunity for increased support in our time zone?
- Cloned cases often lack the full history or documentation included with the original case
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16 December 2022 with Katelin Grammer, VP Product Sales APAC; Carolyn Richings, Solutions Consultant ANZ; Sarah Petchell, Training & Consulting Partner | ANZ, and Jed Gilmore, VP Customer Care
- Welcome and introductions for Committee members and Jed in his new role, including sharing an update on Committee members heading into 2023
- Update on the Project Flash initiative, started in mid September 2022, with adjustments in leadership and also feedback on response timeline changes for customer input, case surveys not received for all cases, surveys delayed 24 hours, and case status for Closed issues despite no resolution
- Update on finalising item for the July DC Migration, with community consultation facilitated by the Committee on a Leganto redirect message extension from end of December 2022 to end of January 2023
- Discussion on initiatives for Australian and New Zealand regional languages, including development for improved Māori handling in December, and advocacy for support for Austlang & AIATSIS thesauri in Alma Community Zone and authority files
- Discussion on topics of interest to the community for Resource Sharing, including recent Committee coordination for Rapido Pod configuration changes, and advocacy of more required to streamline LADD handling, and consideration of options for community and Ex Libris support with coming changes
- Discussion on the ANZREG Committee program and conference planning for 2023, and correlation to Ex Libris presence such as for Director’s Day
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9 September 2022 with Katelin Grammer, VP Product Sales APAC; Carolyn Richings, Solutions Consultant ANZ; Sarah Petchell, Training & Consulting Partner | ANZ, Hilary Newman, Senior VP Global Technical Support; and Stephan Panditharatne, Regional Sales Director ANZ
- Welcome and introductions for Committee members, Hilary, and Stephan
- Overview by Hilary of the new Support initiative, starting in mid September 2022
- Feedback on the patron-facing Maori translation UI for Alma and Primo VE, available April 2022, with flow-through to Leganto
- Learnings from the AP02 Data Centre migration
- Sharing of the ANZREG Committee’s INUG Report to IGeLU, prior to the IGeLU 2022 Conference
- Update on the Alma ANZ time zone issue, raised on ANZREG-L listserv
- Discussion of resuming a physical ANZREG Conference in 2023
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July 2022 – see ANZREG Update from IGeLU for response to our advocacy efforts:
- SalesForce responsiveness and quality of support
- Performance issues, service disruptions, and ETL delays
- Reasonable and realistic lead times and support for significant projects (eg DC migration and VE+)
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1 June 2022 with Katelin Grammer, Vice President Sales | Oceania, Sarah Petchell, Training & Consulting Partner | ANZ, and Carolyn Richings, Solutions Consultant | ANZ
- Update of ANZ structure and support, with Ex Libris / ProQuest / Clarivate internal movements
- AP01 DC Migration discussion, including feedback and concern points
- Update on the issue of slow jobs in Alma, with anticipated improvement in July on AP02
- Ongoing issues with Ex Libris support and case handling (as raised also in Mar 2022)
- Update on Director’s Day 2022
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9 March 2022 with Katelin Grammer, Vice President Sales | Oceania, Sarah Petchell, Training & Consulting Partner | ANZ, and Carolyn Richings, Solutions Consultant | ANZ
- Update on Informit issues (as raised throughout 2021)
- ETL Delays (raised also in Nov 2021)
- System Down issues from Dec 2021
- Singapore to Sydney Data Centre migration coming July 2022
- Ongoing issues with Ex Libris support responsiveness and documentation
- Update on CDI improvements
- Update of the initiative to develop a patron-facing Maori translation user interface shared in December 2021, with advised availability in April 2022
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1 December 2021 with Katelin Grammer, Vice President Sales | Oceania
- Follow up on Informit issues (as raised in Feb, May, July 2021)
- APAC support for Chat (as raised also in Feb, May 2021)
- Inclusiveness language to cover all customers, including “Higher Education Platform”, “Fall 2021”, and both Primo deployment models (as raised also in Feb 2021)
- Continuing equity of support, documentation, communication, and Roadmap development for all Primo customers, for both deployment models of Primo (using Back Office) or Primo VE
- Delays in ETL completion for Analytics for APAC (Alma and Primo)
- Support and Roadmaps for Alma-D and Rosetta
- Discussion of an advised new initiative to develop a patron-facing Maori translation user interface
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28 July 2021 with Katelin Grammer, Vice President Sales | Oceania
- Primo Analytics user actions in UTC only, with no time data and only date, with the impact for our region of actions recorded on the incorrect day by between 8-14 hours depending on timezone
- Ex Libris Premium Services promotion for our members
- Follow up on Informit issues (as raised in Feb and May 2021)
- Follow up on Resource Sharing and Partner updates (as raised also in May 2021)
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19 May 2021 with Katelin Grammer, Vice President Sales | Oceania
- Ex Libris plans in the resource sharing areas, with hope for regional NLA collaborative efforts for automated partner updates
- APAC support for Chat (as raised also in Feb 2021)
- Options for highlighting regional issues via Salesforce
- Informit content issue update (as raised also in Feb 2021)
- Clarifying relationships with site representatives between customers and Ex Libris and ProQuest, and potential for additional complexity with the Clarivate acquisition
- Inclusiveness of the term “Higher Education Platform” (as raised also in Feb 2021)
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24 February 2021 with Katelin Grammer, Vice President Sales | Oceania
- Status of Director’s Day in 2021
- APAC support for Chat
- Informit platform issues
- Inclusiveness of the term “Higher Education Platform”
- Encouragement for Ex Libris representatives to engage with our community in our regional anzreg-l listserv, to improve open and transparent communications and collaboration
