The BioMed Central customer experience


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Bryan Vickery, Chief Operating Officer, BioMed Central

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The BioMed Central customer experience

  1. 1. The BioMed Central Customer Experience Bryan Vickery Chief Operating Officer
  2. 2. BMC Publishing System  Customer responsiveness – Authors – Reviewers – Editorial Boards – Account admins  End-to-end integration  Flexibility to offer variations in journals  Payment integration
  3. 3. Pu bl is he d pr ev As R io us ea d ly 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% ke d a w to pa ith pe pe BM er r lp C r ev ub ie li s w he a d pa by pe BM R r ec pu C bi om ls m he d en by de d B M by C co l le ag R ue ea d Sa /f rie an w nd ar an tic ad le ve in sc rti ie se nt m en R t ific or ec ge ei ve ne d a ra R ca ll lp re ec H ei fo ss ea ve rp rd d ap pr a er es ca s en ll by ta fo e- tio rp ap m ai n/ re er l ce s iv by R ed di ec vi re ei si ct ve tf m d ro ai in m l fo Bi rm oM at io ed n C fro en Sa m tra w m l B y io in R M st itu ec ed ei C te ve en /li br d tra ar an la y ab ta st co ra nf ct er bo en ok ce of jo ur Q2 How did you hear na la rti cl es Q3 What finally convinced you
  4. 4. O p e ra t io n s a t B io M e d C e n t r a l B r y a n V ic k e ry C O O R u t h K in g T o m M o w la m E d it o r ia l O f f ic e D ir e c t o r P r o d u c t io n D ir e c t o r Customer E d it o r ia l O f f ic e r E d it o r ia l P r o d u c t io n P r o d u c t io n H ead of W eb Services M anager M anager C o o r d in a t o r M anagem ent Manuscript Formatting Author/reviewer Website front-end Communication XML Markup management Copy editing management + Peer review PDF creation Content updates administration Thematic Series Article syndication Designs and usability Waivers Article publishing
  5. 5. BMC Publishing System: stages feedback: author survey feedback: author survey provisional version final version peer revise decision format pay 2 production post live submit pay 1 decision review Editorial Office Editorial Production Production Customer Services
  6. 6. Submissions
  7. 7. Excellent choice of file types  Manuscript – Word, Word Perfect, RTF, PDF, LaTeX, DVI, Publicon  Figures – EPS, PDF, PNG, Word, PPT, TIFF, JPG, BMP, CDX, TGF  Reaction schemes – TGF, CDX  Additional files – Any! – Excellent support for video files  Mini-websites – Zip file containing an index.html file
  8. 8. Submissions  BMC publishing system has successfully handled 90,000 submissions to date  24,000 in the last 12 months  User satisfaction is greater than ‘good’ Ease of use of submission system Trend in satisfaction over tim e 70.0% 5.00 60.0% 4.00 50.0% 40.0% 3.00 30.0% 2.00 20.0% 10.0% 1.00 Jun- Jul- Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- 0.0% 08 08 08 08 08 08 08 09 09 09 09 09 09 Very good Good Neutral Poor Very Poor
  9. 9. Happy authors - submission “I had a very good experience with the submission process. Thank you for making so much effort in preparing such a wonderful website” “Your online submission process is the best I have used” “I appreciate the availability of the LaTex option” “It is better than most journals. Greatly appreciate being able to use PDF and power point “The submission process is excellent files” and better than any other journal I have submitted to” "The whole process of article submission is a pleasure. Why doesn't everyone else do it like you?"
  10. 10. Article tracking  Authors can track their manuscript(s) through the publishing process – My BioMed Central combines information on manuscript you are an editor, author and peer reviewer for  BioMed Central’s integrated system maintains single history files for all manuscripts – Histories for transferred manuscripts are linked
  11. 11. Editorial/Peer review Tools – PubMed suggestions – Extracted references – Invitation tracking/chasing – Easy-to-use review submission forms – Revision requests – Decision making – Copy editing – In-house support for peer review admin
  12. 12. Full text
  13. 13. Final product MathML
  14. 14. Full text Video Mini-websites
  15. 15. PDF
  16. 16. Article statistics  Author can track downloads – Via My BioMed Central – receives email x months after publication, detailing download statistics  Highly accessed articles are flagged with  Coming soon … – cited by, Citeulike, blogged
  17. 17. Would you publish with us again? Would you recommend the journal to a colleague? Yes Maybe No Would you publish in the journal again? 0% 20% 40% 60% 80% 100% Would you publish in the Would you recommend the journal again? journal to a colleague? No 1.6% 2.4% Maybe 12.0% 8.3% Yes 86.4% 89.3%
  18. 18. Happy authors – overall experience “The speed at which the article could be found on PubMed was especially good. It impressed a number of colleagues … This was a real advantage in their eyes” “This was the best experience I have ever had with BMC journals.” “Overall a great experience, great support.” “This was the best experience I have ever had with any journal, “Overall, a tremendous job by the even among the BMC series. journal.” Keep up the good work.” "Outstanding editorial and publishing staff. You helped us improve the quality of manuscript significantly. Look forward to submit more our papers to your Journal.”
  19. 19. “I am really impressed by your quality management, it is seldom that an author receives such detailed feedback after a small note in [an author survey].” (June 2009)