MOUSS Interlibrary Loan CommitteeAriel Update

ALA Toronto 2003

June, 2003

Jenny Connelly

Senior Product Manager


10850 Wilshire Blvd, 8th Floor

Los Angeles, CA 90024


Ariel worldwide distribution: over 9,600 copies sold

- 49 of 50 top academic libraries have licenses; 46 have multiple copies

Infotrieve uses Ariel to send documents to our customers. On average we send 350 documents per day via Ariel, for a total of 7,000 documents per month.

Ariel Technical Support Update

Free technical support is available for users of Ariel 3.x. Please contact, or telephone 800-422-4633 x1.

Tech Support Statistics for March – May 2003

March: 531 incidents

April: 767 incidents

May: 647 incidents

The Ariel help desk handles an average of 69 phone calls per week and answers an average of 97 e-mails per week.

Top Tech Support Requests

1. Firewall/NAT

2. Installation and setup

3. Scanners

4. Patron delivery/e-mail

5. Information on purchasing Ariel

6. Store & forward server

ALA Midwinter Summary

Infotrieve held an Ariel User’s Group meeting at ALA Midwinter, immediately following our acquisition of Ariel.

Promises made at ALA Midwinter:

- Infotrieve will not raise prices

- prices have not changed

- Infotrieve will not add tracking devices

- Infotrieve is considering creating “Ariel Corporate Edition,” to meet the needs of corporate customers that want better tools to ensure that their patrons comply with copyright. The message: academic institutions do not need this and WON’T have to buy it.

- Ariel users drive the future of Ariel

- “Wish List” is ongoing

- Infotrieve will create an Academic Advisory Board.

- First meeting: ALA Toronto.

At ALA Midwinter, Infotrieve collected enhancement requests from the group, to be added to the Ariel “Wish List”

Top 4 requested enhancements at ALA:

1. Network – Share address book and patron database

2. Supplier-to-Patron – Notification to Patron and Requester

3. Better Patron Delivery solutions and documentation

4. More scanner options

Infotrieve progress since the acquisition of Ariel:

Senior Product Manager hired

2 Technical Support Specialists hired

Academic Advisory Board created

New store and forward server

More supported scanners

In progress: Software developers are being hired

Coming Soon: Ariel 4.0

Ariel 4.0 will include the following wish list requests:

Network-able patron & address list

Enhanced security

Supplier-to Patron-delivery with notices to borrower and patron

Multiple versions of Patron Notices (e-mail) for Web Delivery depending on service

Ability to categorize patrons



Ariel User Group Meeting at ALA

Sunday, June 22

7 – 9 pm

Marriott Bloor Yorkville

Toronto, Canada

(follows OCLC ILLiad meeting, in same building)

Also, visit us at RLG Booth # 2304