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FAQ

If you have a question for eHLbc which is not addressed below, please contact us directly. If you are interested in joining eHLbc, please see information for new members.

Nominating a product will not oblige your institution to acquire that product.
 

The results of the Ranking Survey will largely determine which products eHLbc investigates for consortial licensing. Other criteria considered in choosing the products to investigate further include content, functionality, technical requirements, cost, and management. Of course, the vendor or publisher must be willing to work with consortia.  
 

All suggested products should meet the following criteria to be included in the ranking survey: 

  • Related to a health discipline;
  • Electronic or web-based;
  • Not already licensed by a partner consortium;
  • Contains minimal content overlap with products currently licensed by eHLbc;

Products that were investigated for licensing in the past, and were found to not be affordable or to not offer a fair and equitable pricing model, may not be considered for consortial licensing during the current product selection process.

There is no limit. You may add any number of suggestions to the eBox so long as you do so within the period the eBox is open.
 


 

All full and affiliate members are invited to participate in the new product selection process. Any number of staff from a single member institution may add suggestions to the eBox.  Please note, however, that only one representative from each institution can vote in the Ranking Survey for their institution's preferred products.

The Ranking Survey is held every two to three years. Prior to the launch of the Ranking Survey, you will have approximately one month to add new product suggestions to the eBox. Suggestions submitted after the closing date will not be considered for licensing during this round of product selection.
 

The payment deadline is 45 days after an invoice is issued. The eHLbc Administrative Centre will follow up with individual members if payment is not received by the deadline.

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eHLbc members are expected to pay the full cost of the invoice in a timely manner. Members may not pay portions of the price after the invoice is issued. The eHLbc Administrative Centre puts out a call every February soliciting pre-payments before the fiscal year end. Members may then pre-pay portions of the cost of an invoice that has not yet been issued.

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You may find the price of resources from the previous year on the eHLbc Billings page. Invoices on this page date back to 2016-2017. Please contact the Administrative Centre for invoices dating from before 2016-2017.

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The unrecoverable GST (Goods and Services Tax) is the amount of tax remaining after the rebate from the federal government. The whole GST rate is 5%. SFU, eHLbc's host institution, claims a 67% rebate for purchases related to educational services. The unrecoverable GST is therefore reduced to 1.65%.  This unrecoverable portion of the tax is passed on to member institutions for payment as part of their licensing invoice.

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The exchange rates used are posted on the eHLbc Members' Invoices web page. At the top of the page, select the fiscal year you would like to view. The exchange rates are located in the member invoices table for that year. This rate is determined by the rate Simon Fraser University (SFU), eHLbc's host institution, uses to pay the vendor invoice.  The date the vendor invoice was issued determines which SFU house rate is used. 

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Pricing on the eHLbc Offers & Renewals web page for boutique licenses is quoted in the currency billed by the vendor and does not include unrecoverable GST. Very frequently, eHLbc is billed by vendors in US dollars. We then invoice members in Canadian dollars. The price of resources will change based on the exchange rate as well as the addition of unrecoverable GST.  

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The cost of the Core Suite is negotiated every three years and is detailed in US dollars in the Core Suite Case for Renewal (login required). In addition to the moderate price increases negotiated for the three year preriod, fluctuating exchange rates might also raise or lower the cost of the Core Suite.

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All member invoices are located at Billings, a password-protected page. There is a single username/password, updated regularly, for all members to use to view their invoices.  If you do not have the username/password, or require assistance, please contact the eHLbc Administrative Centre.

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Depending on the number of boutique resources your institution subscribes to, you may receive more or fewer invoices than other institutions.  If you do not see an invoice for your institution in eHLbc's Online Billing System, it is likely that your institution does not license the resource(s) being invoiced.  If, however, an invoice for a resource you did subscribe to was not posted on the e-HLbc website, please contact the eHLbc Administrative Centre for assistance.

Another possibility is that the resource to which your institution subscribes is a joint BC ELN/eHLbc license, in which case, if you are a post-secondary member, you will be invoiced by the BC ELN Office rather than the eHLbc Administrative Centre.  

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Draft and final invoices are located in the Member Tools section of the e-HLbc website. A link to the invoices will be included in the email you receive notifying you that new invoices are available. You may also visit the Member Tools section to view past invoices.

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The eHLbc Administrative Centre does not create separate invoices for individual resources. In extreme cases exceptions may be made. Please contact the Administrative Centre if you would like to request separate invoices.

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The eHLbc Administrative Centre sends out a call in February for pre-payments. This is meant to allow members to pay all their bills before the fiscal year end.

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The eHLbc Administrative Centre generally invoices members four times a year.  You will receive separate invoices for membership, core licensing, and boutique license invoices.

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The eHLbc Administrative Centre invoices members approximately four times a year.  You can expect to receive membership and core licensing invoices in May or June, and boutique license invoices in January or February, July or August, and November or December. The precise time of year you will receive invoices may vary, depending on when the Administrative Centre receives and pays product invoices from vendors.

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The invoice you received may be for membership, core licensing, or boutique license fees.  All invoices are in Canadian dollars.  In the case where the vendor charges in US dollars, the exchange rate is included on your invoice found in eHLbc's Online Billing System.  The membership costs and core licensing costs of full members can be found in the most recent Core Suite Case for Renewal (login required) in US dollars.

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The following list outlines a number of licensing models in use by vendors and consortia across North America: 

  • FTE: A fixed price per FTE. Variations include weighted FTE (some types of institutions receive a “discount” on their FTE) and capped FTE (minimum and maximum prices). FTE in some cases may be based on particular programs such as nursing, medical, and allied health.
  • Tier: Institutions are divided into tiers and priced accordingly.
  • Flat fee: In the flat fee model, a vendor grants access to a group of libraries in exchange for a fixed price. The libraries are free to divide that cost however they like, without reference to the vendor. 
  • Bed count:  Used frequently in the health sector, this model bases pricing on the number of beds (chronic, acute, or both) in a hospital or health region.
  • Simultaneous user: In this model a library, regardless of size, buys a certain number of “seats” or simultaneous users to access the product.
  • Usage-based: A library or consortium buys a “block” of uses, e.g. 10,000 fulltext downloads. Alternately they may pay a fixed price per download.
  • Collections budget: A few products are priced according to the collections budget of the library, with “richer” libraries paying more.
  • Existing spend: This model uses a library’s pre-existing spend on a publisher’s products as a baseline for determining the price of a new or expanded product. This model has been common in the transition from print to ejournal subscriptions.
  • Hybrid: Some pricing models combine several of the above approaches.
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Ovid databases limit the number of citations that can be exported for use in RefWorks or other citation management programs. Contact Ovid Technical Support directly to increase the limit from 200 to up to 10,000 exports. Due to browser and connectivity limitations, Ovid recommends setting a limit of 2,000 citations for export and also recommend using Firefox or Chrome (not Internet Explorer) when exporting citations.

Contact EBSCO Technical Support to enable your institution to export large record files (up to 25,000) from EBSCO databases.

 

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This is usually related to authentication issues.

a) Solution: Try a different browser or clear your current browser's cookies & cache and then restart your browser. Open the database again to check whether the institution's information has been updated now that any cached errors are cleared.

b) Solution: Another institution may have entered your IP address(es) into their site profile in error. Contact the vendor or the eHLbc Administrative Centre for assistance with resolving the problem.

c) Solution: Update your database custom URLs or jumpstarts to direct patrons to the resources of the correct institution. Contact the eHLbc Administrative Centre for assistance in creating these links.

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Review the solutions below or contact the eHLbc Administrative Centre for additional assistance.

a) Solution: This may be a temporary problem as referrer URL authentication is dependent on your browser. Try a different browser or clear your current browser's cookies & cache and restart your browser to resolve the problem. as Some browsers, such as Safari, may have connection issues with referrer URL and we recommend you try other browsers including Firefox, Chrome, or Edge.

More information on your browser and connection settings is available at: Internet Explorer; Firefox; Chrome; Safari

b) Solution: Ensure that you are opening the database URLs from the referrer URL authenticated page accessible to members of your institution only. Copy and pasting the URL or URLs in an email will not work unless you are already authenticated from your institution's referrer URL page.

c) Solution: If you have recently changed your website, and your referrer URL authentication no longer works, contact the eHLbc Administrative Centre for assistance updating your referrer URLs.

d) Solution: Referrer URLs (or web pages) that have a URL starting with Hypertext Transfer Protocol Secure (HTTPS) will only pass along the referrer URL information to other HTTPS pages. Make sure both your starting web page AND your database links have the same transfer protocol. For example, if you have recently changed your web pages to HTTPS you will need to contact the eHLbc Administrative Centre for assistance updating your referrer URLs and update your web page database URLS to HTTPS. Or you can also change your web page back to HTTP and your referrer URL authentication should work immediately again.

Contact the eHLbc Administrative Centre for additional assistance.

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a) Solution: Check with your Technical Support department to ensure that the IP address(es) you are trying to enter are correct.

b) Solution: Another organization may have entered your IP address into their site profile in error. Contact the vendor or the eHLbc Administrative Centre for assistance with resolving the problem.

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Depending upon the vendor, you may be able to update your IP addresses via the vendor's administrative interface. Please also contact eHLbc to update your listed IP addresses.

a) Solution: For EBSCO resources, you can update your IP addresses via the EBSCOAdmin interface.

b) Solution: For OVID resources, you must contact OVID Technical Support directly to update your institution's IP addresses.

c) Solution: For other resources licensed through eHLbc, please contact the vendor or the eHLbc Administrative Centre for assistance updating your IP addresses.

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The answer depends on the vendor's licensing restrictions for each database.

a) Solution: Check eHLbc licensed resources for additional information about simultaneous user restrictions for each database. Contact the eHLbc Administrative Centre for additional assistance.

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This usually is due to connectivity problems related to your Internet connection and is often temporary. Occasionally this is related to issues that the vendor is having with their service.

a) Solution: It may be a temporary connectivity issue with your internet connection and the database. Try accessing other resources and internet pages to see if they are also slow. Contact your Technical Department to check for current issues with internet access.

b) Solution: It may be a temporary issue with the vendor. Check other article databases supplied by that vendor. If they are all slow or experiencing problems contact the vendor directly for more information or to open a case ticket with them. Contact the eHLbc Administrative Centre if you would like additional assistance with this.

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There may be multiple reasons why full-text journals and articles are not available, including due to licensing or access issues.

a) Solution: Only some resources provide access to full-text articles. Check eHLbc licensed resources, vendor database title lists, or Library Publications in your Full Text Finder for more information about journal embargos and other restrictions to accessing full-text articles.

b) Solution: Publishers sometimes remove full-text content that was previously available. Contact the vendor or the eHLbc Administrative Centre for additional information on content that may no longer be available.

c) Solution: If it appears that access to full-text articles should be available, check for other recent full-text articles in that journal title. There is often a few months lag from the publisher with certain titles. Contact the vendor or the eHLbc Administrative Centre for additional assistance.

d) Solution: If you believe that an article or journal title should be available but do not see it displayed in the database or in your Full Text Finder, check with the vendor or the eHLbc Administrative Centre, as there may be an error in the content display. Please contact us with the citation and database information when requesting additional assistance.

e) Solution: If the journal title is a new resource, check that you have auto-updates for new titles activated in your Full Text Finder. You will need to contact EBSCO directly to add any missing journals, as titles unfortunately are not retro-actively added after auto-updates is turned on.  Please contact the eHLbc Administrative Centre if you would like assistance.

f) Solution: If the full-text article is just not available, we recommend that you contact your library for additional assistance or to request the item via interlibrary loan from another organization.

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There are many reasons you may have issues connecting to a database including connectivity, access, authentication & licensing.

Connectivity Solution: It may be a temporary connectivity issue with your Internet connection and the database.

  • Try accessing other resources and Internet pages to check if it's just particular resources that are having connectivity issues or your entire internet.
  • If you encounter database error messages, try clearing your browser cookies & cache and restart your browser to try again.
  • Try a different browser (e.g., Chrome & Firefox) as some browsers, such as Safari and Internet Explorer, may have connection issues with a variety of databases. More information on your browser and connection settings available at: Internet Explorer; Firefox; Chrome; Safari.
  • Contact your Technical Services department to check for current connectivity issues with Internet access.

Access Solution: There may be a misconfigured URL access issue. Check that the URL of the resource is correct or contact the vendor or the eHLbc Administrative Centre for additional assistance updating your URLs.

On-site Authentication Solution: If you're using the resources on-site, there may be an authentication issue. Check that your IP addresses are up-to-date with EBSCOAdmin and OVID.  Contact the eHLbc Administrative Centre for assistance updating your list of IP addresses.

Off-site Authentication Solution: If you're using the resources off-site, there may be an authentication issue.

Licensing Solution: There may be a licensing issue if access to the database is no longer available. Check the License & Terms Details and Participating Institutions sections of each database at eHLbc licensed resources for additional information or contact the eHLbc Administrative Centre for assistance.

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Our existing licenses for e-resources are only for post-secondary and health sector institutions in BC and Yukon. eHLbc may investigate expanding these agreements. Contact us for more information.

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The membership model for eHLbc requires that health professionals belong to a parent organization (post-secondary institution, health authority or professional association) that pays its share of the licensing fees and provides library infrastructure support for its own users. eHLbc cannot create memberships for individuals. If you are unsure as to whether your organization has access to eHLbc resources, please contact us for assistance and more information.

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Try the links on the Resources page. If you don't get access, contact your local library for instructions.

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eHLbc resources have been licensed for all health professionals in the province of BC and for all students/staff/faculty in BC publicly-funded post-secondary institutions. At present only the listed member institutions have paid for access; all those affiliated with these members are able to use these resources.

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Currently, at least 40 different organizations in BC purchase licenses to access health related resources. These organizations include BC ELN partners, teaching hospitals, acute facilities within the health authorities and health professional organizations. Disparities exist across each sector with each group licensing a different combination of resources, while at the same time some groups have no access to health resources. eHLbc was formed to provide province-wide access to selected resources equally across the health care sector as well as the academic institutions in the most cost effective manner.

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eHLbc is a consortium consisting of post-secondary institutions, health authorities, government ministries, and health professional organizations. The eHLbc initiative has been developed and championed by a province-wide committee of library professionals from the post-secondary education and health care sectors.

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eHLbc is a partnership of health, post-secondary, and government libraries around BC and Yukon. At this time, only institutions can seek membership with eHLbc; there is no provision for individual membership.

If you are a health practitioner, student, educator, or researcher, you may have access to eHLbc resources through your employer, health authority, school or professional association. Go to our Members page for a full listing of organizations providing access to eHLbc resources.

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