Below is a letter from Science Direct
Dear Elsevier Customer:
Two weeks ago, we informed you of an error occurring in the August 2008 through December 2008 ScienceDirect customer usage data. This is the second in a series of forthcoming communications where we will update you on this topic.
During the release of the new Access & Entitlement system for ScienceDirect, software code related to the usage reporting was removed for performance testing. Unintentionally, the code was not reinstated once the testing process was complete. The impact is limited to August 2008 – December 2008 usage reports; and we are currently running an analysis to assess the impact per customer. We will contact each customer individually in the coming month to communicate the impact to your data, i.e. an overall percentage per year, but we will not have the breakdowns per journal for another few months.
January 2009 data is now being run with the new customer usage reporting software and will be posted on the reporting system by end of March. Owing to the large amount of data involved, it will take two to three months to correct the remaining August through December 2008 monthly reports. Elsevier has long strived to achieve the highest standards of accuracy in usage reporting. For several years, we have voluntarily submitted our systems to annual external audit. In fact, this problem was identified via an internal check well in advance of the external audit.
We sincerely apologize for the inconvenience and will work diligently to assess, communicate, and correct the data over the coming weeks and months. A rigorous system of cross-checks has been implemented to avoid a recurrence of any problem of this nature.
Thank you for your patience. As stated earlier we will continue to communicate with you on this topic once the assessment by institution is completed.
With sincere regards,
Hanneke Steuten, Director Usage Research & Project Management