NLA eClips Bloghttp://blog.nla-eclips.com/blog/en-GB2008-11-20T09:26:23ZSquarespace Site Server v5.0.0 (http://www.squarespace.com/)NLA eClips Performance - June/July 2008http://blog.nla-eclips.com/blog/2008/8/11/nla-eclips-performance-junejuly-2008.htmlMatt Groshong2008-08-11T08:41:40ZThe service performance reports for both June and July are available on the documentation section of the site. Both months experienced excellent service performance.

In addition, an additional fourteen titles were added to the eClips Service during the same period.

These titles are:

Brentwood Gazette
Carmarthen Journal
Essex Chronicle
Evening Star
Express and Echo
Gloucestershire Echo
Herald Express
Investment Adviser
Kent and Sussex Courier
Lincolnshire Echo
Llanelli Star
Scunthorpe Telegraph
The News
The Plymouth Herald

If you would like to subscribe to any of these additional titles, or have any questions regarding the eClips service performance, please let your account manager know.

]]>NLA eClips: MyArchive Updatehttp://blog.nla-eclips.com/blog/2008/7/23/nla-eclips-myarchive-update.htmlMatt Groshong2008-07-23T08:24:45ZMany weeks ago the NLA announced an intention to make technical changes to how the MyArchive service operates. Unfortunately, once deployed, these changes had a negative impact on the eClips service and were subsequently ‘rolled back’ to ensure the service continued to operate normally.

Since the failed release of these changes, NLA engineers have been investigating the cause and reviewing the code changes to try and determine why this happened. Unfortunately, all testing performed over the last several weeks has not provided the information required to identify the cause of the issues with this change. The investigation continues and we are confident that with a bit more time to test and investigate the issue will be resolved and ready for deployment again.

The NLA appreciates that some PCAs have been planning and waiting for the changes to the MyArchive service before implementing it for users. The NLA is keen to provide this as a service to end-users alongside the continued investigation of the problems encountered with the deployment. Therefore it is suggested that PCAs deploy MyArchive with the existing user-based archives. Once the problems with the organisation-based changes are resolved a deployment date will be announced so that PCAs can plan for the release. Please remember that when these changes are deployed, the MyArchive service will be backwards compatible and any users who are setup with individual archives will not lose any content within their archive.

If you have any further questions regarding this subject, please let your account manager know.

]]>NLA eClips Performance - May 2008http://blog.nla-eclips.com/blog/2008/6/9/nla-eclips-performance-may-2008.htmlMatt Groshong2008-06-09T10:30:14ZThe trend of excellent performance of the eClips service in 2008 continued in May. All service delivery KPIs were exceeded and the measurement of clippings quality continued to improve.

Please review the May report by clicking here, or by going to the documentation section of this site.

]]>NLA eClips Performance - April 2008http://blog.nla-eclips.com/blog/2008/5/13/nla-eclips-performance-april-2008.htmlMatt Groshong2008-05-13T10:51:29ZApril was another great month in terms of performance of the eClips service. All delivery KPIs were exceeded and content quality improved slightly nearly hitting the target of 98%. April's service performance report can be found clicking here, or by going to the documentation section of this site.

Focus remains high within the NLA in regards to improving content quality further and members of the NLA Service Operations team will be spending a fortnight with the NLA production partner, Ninestars, in early June to increase focus on this aspect of the service. Watch this space...

The growth of the eClips service continued in April alongside the excellent performance.

Here are some statistics related to the service in April:

78 titles are now live in the eClips service (not including Scottish editions of the Nationals)
120,884 pages were produced
405,933 articles were added to the database
890,733 articles were viewed by eClips users (134,095 of these articles were unique)
An additional 175 organisations and 2,367 users were added to the service

Once again, if you have any questions or issues related to the eClips service please send me an email or give me a ring.

Thanks for using the service!

]]>NLA eClips Unavailable Pages - Upgradehttp://blog.nla-eclips.com/blog/2008/4/22/nla-eclips-unavailable-pages-upgrade.htmlNikki Daniel2008-04-22T11:07:00ZFollowing PCA feedback the NLA will soon be upgrading the Unavailable Pages site: http://www.nla-eclips.com/clients/shownotification.asp

As of Thursday 24^th April you will be able to view the reasons as to why the NLA cannot provide the material in question:

1) Publisher delivery failure - All ‘Publisher delivery failures’ are escalated to the relevant publisher during the production run. The information is logged here only when the escalation process has been exhausted.

2) Page cannot be processed - This refers to occassions when the PDF(s) cannot be processed due to technical issues. All such failures are dealt with during the production run and escalated to the NLA if not resolved or if they impact production.

3) Publisher does not have rights – Any supplement subject to copyright restrictions will not be available via eClips.

By utilising the Unavailable Pages site, along with other tools within the CST suite, PCAs will be able to account for every editorial page/supplement that appears in the hardcopy of a newspaper.

If you receive delivery of a supplement that has not been sent via eClips, is not referenced in the CST suite and is not logged on the Unavailable Pages site please escalate to missingcontent@nla.co.uk. The team in Chennai will escalate to the relevant publisher and endeavour to elicit delivery.

]]>NLA eClips Performance - Q1 2008http://blog.nla-eclips.com/blog/2008/4/8/nla-eclips-performance-q1-2008.htmlMatt Groshong2008-04-08T12:29:44ZThe eClips Service Performance report for March is now available for review here or by going to the documentation section of this site. March was another fantastic month in terms of performance of the eClips service. All delivery KPIs were exceeded and content completeness met the required standard. March's performance completes an excellent first quarter for eClips.

The only area for improvement remains content quality (measured at 97.3% in March). Now that the migration of all production to the NLA's production partner in India is complete, an increased focus on quality is now underway. The NLA and Ninestars are working closely together to ensure this aspect of the eClips service improves immediately. Invaluable information regarding content quality has been provided by a handful of the eClips clients so far in 2008 and the NLA hopes to continue to receive this feedback from all clients. Specific examples and details provided by PCAs and their clients is imperative to analysing content quality across the service and enables the NLA to ensure consistent improvement occurs.

An update to the eClips client escalation process has been recently made to make it easier for clients to notify the NLA about missing content in particular. Email can now be sent directly to the alias missingcontent@nla.co.uk when a PCA believes valid content is missing from the eClips service. Upon receiving missing content requests, Ninestars will review the request and process the content as quickly as possible. Before escalating missing content, it is important for clients to first check the unavailable pages report found here: http://nla-eclips.com/clients/shownotification.asp to ensure the content in question has been delivered to the NLA by the publisher.

Note: Clients should be aware that this updated process for dealing with missing content is not mandatory. However, it is the intention of the NLA to always improve service quality and without this important information improvements will be more challenging.

For more details regarding this process, the updated client escalation process can be found in the documentation section of this site, or by clicking here.

Once again, the NLA appreciates your business and hopes that you and your customers are happy with the eClips service. If you have any specific feedback or questions, please contact your account manager or me directly.

Kind regards,

]]>Express Newspapers industrial actionhttp://blog.nla-eclips.com/blog/2008/4/3/express-newspapers-industrial-action.htmlDave Goddard2008-04-03T13:42:21ZAll

As you might have heard journalists are now extremely likely to strike at Express Newspapers. Industrial action is due to start at 6am tomorrow (April 4^th) and last for 24 hours. This is the first of 3 planned stoppages.

Express executives’ position is that the group’s titles – Daily Express, Daily Star, Sunday Express and Daily Star Sunday – will publish as per normal. There is no reason to doubt this: historically, newspapers have simply utilised agency copy and it’s worth noting that non NUJ staff (IT, print workers) are not joining the action.

Ninestars will be instructed to process as per normal, and escalate via agreed processes should there be non-delivery of any kind.

Dave.

http://www.guardian.co.uk/media/2008/apr/03/dailyexpress.dailystar

]]>Migration of content from Manila to Ninestarshttp://blog.nla-eclips.com/blog/2008/3/11/migration-of-content-from-manila-to-ninestars.htmlYemi Odetoyinbo2008-03-11T12:43:51ZAs of publication date March 11^th, all material processed for NLA eClips will be via Ninestars in India.

I would like to use this opportunity to thank the Financial Times in Manila for all the hard work and dedication shown over the past three years in helping establish the eClips product. Put simply we would not be where we are today without them.

PCAs will not be impacted by this change, but attention should be given to the fact that there will now be no “post processing” of articles. PCAs should continue to send malformed articles for reprocessing as per the existing process.

Dave Goddard – Production Editor – Digital

]]>NLA eClips Client Support Updatehttp://blog.nla-eclips.com/blog/2008/3/3/nla-eclips-client-support-update.htmlMatt Groshong2008-03-03T16:23:41ZAs of January 1^st 2008, the NLA realigned resources with the intention of supporting clients more effectively. The eClips Account Managers now report to Susan Dowley, the Sales and Marketing Director. As such, the Account Managers are now increasingly focussed on the commercial aspect of the eClips service and are less involved from an operational perspective. During business hours, Account Managers continue to be the first point of contact for PCAs regarding any issues with the eClips service whether it be commercial or operational. The account management work related to eClips user and organisation management continues to be the responsibility of the Account Managers. However, some operational issues will be escalated internally to appropriate members of the NLA Service Operations team following the Service Operations Client Support Process (overview here). The Account Managers will continue to monitor any internal escalations to ensure that clients are satisfied with the service they receive from the NLA.

As a result of the reorganisation, a change to the out-of-hours support process is being made. From today, Account Managers will no longer be required to support eClips out-of-hours. With the creation of the NLA Client Support Tools (http://cst.nla-eclips.com) clients are now able to obtain answers to most production questions or potential technical issues without the need to ring the NLA support number. All clients should always use the NLA Client Support Tools before ringing the NLA out-of-hours. No other changes are being made to the out-of-hours support process. The client support process still requires an email to be sent to support@nla.co.uk if a technical issues arises outside normal working hours and if the issue is urgent, the existing NLA support number should be called if a PCA requires further technical assistance.

A new Incident Management (IM) process has now been established alongside these changes to out-of-hours support. The IM process will ensure that clients are notified within 30 minutes from the occurrence of a client impacting incident. Updates on the resolution status of an incident will be provided every 30 minutes and a notification to clients will be sent when the incident is resolved. The following day a full analysis report will be provided ensuring that eClips clients understand the cause, resolution and any operational changes made related to the incident. An overview of this process can be found here.

To summarise, here are the key points related to this announcement:

Account Managers continue to be the first point of contact for PCAs (during business hours)
NLA Client Support Tools are the first point of reference for troubleshooting potential service issues outside business hours
Out-of-hours eClips technical issues not solved by reviewing the Client Support Tools should be escalated to the NLA via the support process already in existence
NLA out-of-hours support number is now staffed by NLA system engineers outside business hours
Improved incident response and communication processes are now in place under a formal Incident Management process

If you have any questions or concerns with these changes, please speak directly with your Account Manager.

]]>eClips Service Enhancementhttp://blog.nla-eclips.com/blog/2008/2/14/eclips-service-enhancement.htmlMatt Groshong2008-02-14T13:55:12ZIn direct response to a request raised through the eClips user group, the NLA Service Operations team has now developed a notification tool that can be used to determine when 1st edition eClips content processing has been completed.

This notification tool is now available on the Client Support Tools website. It will be updated each day by the NLA production partners to ensure the timely notification of content production status for 1st edition content.

If you have any feedback or questions regarding this new feature, please let your account manager know.

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