is all information free on the web? or do you get what you...

32
Is All Information Free on the Web? or Do You Get What You Pay For? Becky Wolff ACS Meeting April 1, 2001

Upload: others

Post on 05-Jul-2020

0 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Is All Information Free on the Web?or

Do You Get What You Pay For?

Becky Wolff ACS MeetingApril 1, 2001

Page 2: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Aware

Consider

Try/Test

Adopt

Loyal

Per Burke Marketing Research: www.burke.com

Consumers of Information Follow the Standard Purchasing Process

Page 3: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Support Services

VALUE!

Content

Ease-of-Use

Purchases are Measured by Evaluating Value Received versus

the Investment Made

Page 4: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Finding Content on the Web Can Be Challenging

• A current article in an ACS Publication

• Thiazole research by Dr. Al Fratinipublished between 1980 and 1984

Content

Content

Page 5: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

ACS Subscribers Can Get this Article on the Web at the ACS Pubs Site

Content

Page 6: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

The Web Offers a Variety of Search Engines

Content

Page 7: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Content

Google and Northern Light Were Rated Highest by PC Magazine

Page 8: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Until You Notice the Date

Google Results Look PromisingContent

Page 9: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Northern Light Finds the Same Out-of-Date Answer

Content

Page 10: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

The Article Is Immediately Found Using STN Easy

Content

Page 11: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

New from CAS!

Page 12: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Dynamic HTML pages are not indexable

“Web Search Engines Have Access to Only a Fraction of 1% of

What Exists on the Web”

Content

Page 13: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Pages on the WWW

Pages indexed by Web search engines

13 Billion

The Web Will Grow to >13 billion Pages Over the Next 3 Years

Content

2000 2003

Page 14: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Chemistry Portals Face the Same Constraints

• Not designed for technical searching• Some individual journals available, but

no fielded or multifile searching• Much of the content is not indexed

Content

Page 15: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Using STN on the Web, You Immediately Find the Reference

Content

Page 16: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Making a Decision can be ComplexContent

Page 17: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Content

Content

Robots Indexing Web Sites Are Not Enough

"Many of us have bemoaned the lack of controlled vocabulary indexing of the Web, in general."

Greg NotessPubScience: Evolution or DevolutionEContent, February 2000

Page 18: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Content

Ease-of-Use

Ease-of-Use

Users’ Satisfaction with Ease-of-Use Is More Subjective

It Depends on:

• Experience with information retrieval

• Familiarity with the interface

Page 19: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Ease-of-Use

CAS Products Are Designed with the End-User in Mind

Page 20: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Ease-of-Use

CAS Products Are Designed with the End-User in Mind

Page 21: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Content

Ease-of-Use

Support Services

Support Services

Measuring the Quality of Support Services Is Most Subjective

• Help Desks• Technical Documentation• Regional Representatives• Workshops• Co-Workers• Web sites• User Meetings• Newsletters

Page 22: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Support Services

Inadequate Support Is a Leading Cause of Customer Dissatisfaction

Page 23: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Formal Research Can Provide Insights Into Customers’

Perception of Support• Obtain qualitative and quantitative evidence

about STN support services– Ease of access to support services– Expertise of support staff– Satisfaction with individual support mechanisms– Overall effectiveness of STN support

• Better understand customers’ support service needs

Support Services

Page 24: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Unsatisfied, 1%Neither satisfied nor

Unsatisfied, 1%

Extremely satisfied and satisfied, 98%

Survey Results Indicate 98% of Customers Surveyed Are

Overwhelmingly Satisfied With STN

Support Services

Page 25: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Support in Local Languages Increases Customer Satisfaction

Support Services

Page 26: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Support Services

“Customer service is what separates the players from the benchwarmers

on the global e-commerce field.”

White, Lee. “Markets of One.” Manufacturing Systems, Oct 2000 v 18 i10 p30

Content

Ease-of-Use

Support Services

Page 27: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Support Services

VALUE!

Content

Ease-of-Use

Support Services

Other Measures Also Prove to be Significant

• Expertise of the assistance– Product knowledge– Subject area expertise

• Rapid resolution of research problems

Page 28: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Support Services

• B.S in Biochemistry, Michigan State University

• Ph. D. in Biochemistry, Univ. of Southern California

• Dissertation on chemical models of enzyme catalysis

• At CAS, developed controlled-vocabulary nomenclature for biosequences

• Currently member of CAS Molecular Biology and Genetics Department

Dr. Bruce Benjamin

It Begins With A CAS Scientist

Page 29: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Strongly Agree; Agree, 92%

Disagree; Strongly Disagree 2%

Neither Agree nor Disagree 6%

Nine Out of Ten Customers Feel That STN Support Staff Are Responsive

and Solve Problems Quickly

Support Services

Page 30: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

• E-seminars• Web tutorials

What Technologies Will Impact Support in the Future?

Support Services

• Webcasts• Live interaction• CRM online• Chatterbots and

Klones

Page 31: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

Paying for Information Can Be a Good Business Decision

• Unique content• Reliability• Convenience• Creating partnerships • Adding value

Page 32: Is All Information Free on the Web? or Do You Get What You ...acscinf.org/docs/meetings/221nm/presentations/221nm05.pdf · Rated Highest by PC Magazine. Until You Notice the Date

The value prize: You do “get what you paid for!”

Overall Satisfaction Is Measured by the Entire Experience

VALUE!

Content

Ease-of-Use

Support Services