This isn't so much a reference question as it is just me venting about two different reference interactions that ended up having the same answer.
A patron comes up to the desk and asks to see Consumer Reports. In my library, we get two copies of the magazine - one to circulate, and one to keep behind the reference desk (otherwise, it would only circulate in one direction*). Generally this works well. Our circulating versions are usually checked out, so often people using the reference copies just photocopy the article or ratings or whatever they want.
Such was the case with this patron - except, when I suggested photocopying, I also offered the fact that we have online access to Consumer Reports (through EBSCO). The patron got excited about that, so I showed him how to find it and log in from home. By this time we had found the article he was looking for in the reference copy of the issue, but he said instead of photocopy it he would look it up tonight online, as well as spend more time researching the ratings.
But the next day, he called and said he couldn't find in the database the article that he saw in the magazine. I thought it just must have been his searching skills, so I grabbed the issue to get the title, and then searched the database myself - and I couldn't find it either. And then I noticed that none of the articles seemed to be in the database - the ratings and reviews were, but not the magazine articles.
I apologized to the patron, and told him I'd contact the database vendor to see why those were missing from our account. He said he got enough information from the ratings, so that was good, at least. But I emailed EBSCO anyway, and then got a call later in the day from our sales person (new sales person actually, so he was calling to answer my question and to introduce himself).
He said that our experience was correct - the Consumer Reports database we purchased through them was limited (by the publisher Consumer Union, as EBSCO is just the distributor) to the ratings and reviews only. The full magazine is only available for customers of MasterFILE, which has the full text of each issue.
So, that sucked, and was not something I realized when I originally subscribed to the database (which was probably an oversight on my part, even though it might be a natural assumption to think buying the magazine database would give you full access to the magazine).
The day after I first spoke with the Consumer Reports patron, another patron asked for help with our Ancestry database. She said she was in the library the week prior doing genealogy work, had printed a page of search results, and now she couldn't figure out how to get back to it.
That seemed simple enough - she was in the family tree section, so I helped her drill back into the family tree search for the name she was researching - and nothing. Not only was there no matches for that name, but the family tree screens didn't look like what she had printed out.
When I realized the menus were all different from our library interface, it occurred to me that perhaps she had gone directly to the ancestry.com website, instead of through our subscription database. So I switched to their website, drilled into that family tree search (called Public Member Trees) - and sure enough, we found the page she had seen before.
But when we clicked the name to see more information (which of course is what she wanted), we were prompted to purchase Ancestry. We were both puzzled as to why something behind the website's paywall wasn't available in the subscription the library was already paying for, so I told her I'd contact the vendor to find out.
I emailed ProQuest, who we buy Ancestry Library Edition from, but they wrote back in a few hours saying that since my question was about the Ancestry.com website, I'd have to contact them directly (and provided the contact information). I did, and a few days later I got this reply from them:
Thank you for contacting Ancestry Library Edition support.
Unfortunately, the Ancestry Library Edition does not have access to the Member Trees that a personal account does. While there is a "Family Trees" section of the library edition, it is limited to the databases listed on the following URL:
The answer to your question is that the databases available to the library edition do not contain a match for the person being searched for when limiting to the "Family Trees" category.
If there is anything else with which we might assist you, please let us know.
Also in looking around the Ancestry.com website, I found this:
About Public Member Trees
This database contains family trees submitted to Ancestry by users who have indicated that their tree can be viewed by all Ancestry members. These trees can change over time as users edit, remove, or otherwise modify the data in their trees. You can contact the owner of the tree to get more information.
Perhaps I can understand that, since the family tree information is uploaded by users, there is some licensing reason it cannot be resold to libraries. At any rate, I informed the patron, and she was disappointed, but okay - in fact, she thought she knew which Ancestry.com member posted that family tree, so she was going to try to contact her directly.
But the bottom line was, in both situations, the library version of the subscription database didn't have the information in it that the patron was looking for - even though it was available through other (not free) sources. And probably in both cases, it was me being a bad librarian for not having known this beforehand, or evaluated the library editions more thoroughly when I signed us up for them.
I'm sorry for concluding such a long post without some great insight or happy ending. It was just a odd coincidence that these two situations happened at the same time, and with the same (unsatisfying) resolution.
*By which I mean, get stolen.