What do I do if I'm not receiving email notifications from the Hub?
Some email notifications from the Hub can be blocked by your organisation's spam blocker. This frequently applies to messages sent through the Ask-A-Librarian function but may also affect document supply requests and other in-bound notification emails.
We also know that some organisations are not receiving Ask-A-Librarian emails because of security settings on NHS networks (particularly around emails that have different "from" and "reply to" fields, and emails that include HTML files).
If you're not receiving Ask-A-Librarian emails, there are a number of things you can do:
- ask your IT department to add the following to their lists of permitted email addresses: ephost@ebsco.com
- check your junk mail folder (we know for some organisations that the Ask-A-Librarian emails repeatedly end up here), and if you find the emails here, save the sender email as a contact, and use the Outlook options to mark the emails as not spam/junk
- ask us to set the Ask-A-Librarian link to point to somewhere else - this could be a "contact us" form on your own library website, a "contact us" or other webpage, or an alternative email address using mailto: and having it pop up a basic email. Just raise a ticket in the service desk, letting us know where you'd like the link to point to instead, and we'll make the change.
If you're not receiving ILL request forms, please contact the service desk, and we'll check and investigate further with you.