2. n Key factors to success with corporate
libraries:
n Produce a great product, fairly priced,
easy to use, rigorously peer reviewed, and
produced and delivered in a timely
fashion.
Carol James, SSP 2-June-2004
3. n Help us work with our budget holders by
producing accurate and detailed usage
reports.
n When changes to pricing structures are
necessary, announce them far in advance
and through multiple channels of
communication.
Carol James, SSP 2-June-2004
4. n Tiered pricing is a reasonable response to
the tight economics of publishing –but hey,
let’s keep them simple and fair.
n Make sure that the subscription agents are
in the loop on changes; make sure that
subscription agents are passing on
information to us.
Carol James, SSP 2-June-2004
5. n Help us help users -- producing FAQs and
other helping documentation will get your
name out in front of our patrons, as well as
making us faint from gratitude.
n Work on the usability and reliability of your
site. Keep your designs simple and clean,
and most commonly used functions
pushed forward.
Carol James, SSP 2-June-2004
6. n Make a person’s name and phone number
available on your website for customer
service issues.
n Make sure that person has the power to fix
problems as well as troubleshoot them.
Carol James, SSP 2-June-2004
7. n My customers are expecting a response
from me within hours. Don’t tell me it’s
going to take days or weeks to make a
change.
n And hey, librarians aren’t going to stiff you.
Go ahead and give us access or send out
materials while you’re waiting for the
check.
Carol James, SSP 2-June-2004
8. n Before your sales rep makes a call to me,
make sure s/he’s done some homework
about what my company does, where
we’re located, and other basic information
that will speed up our interaction.
Carol James, SSP 2-June-2004
9. n See, isn’t that easy?
Carol James, SSP 2-June-2004
10. n Genentech as example:
n In tremendous growth cycle, adding 50-60
employees per week.
n Expanding number of therapeutic areas
n Expanding amount of support for non-
scientific areas of the company
n Rocketing user expectations
Carol James, SSP 2-June-2004
11. n Librarians have always worn multiple hats,
but many new functions have been added.
n We need to develop instant expertise in a
variety of new subject specialties.
n “Give me a fish!” Our users are often
overwhelmed by the demands of their
work and want the end result rather than
to learn about the process.
Carol James, SSP 2-June-2004
12. n We need to find ways to contact new
users and translate their goals into
products and services that follow the
natural line of their information gathering
habits.
n We also need to help “old timers” work
through the tremendous amount of change
in our procedures and organization.
Carol James, SSP 2-June-2004
13. n Scientific information is being
disseminated and used by researchers at
a greatly increased rate thanks to
publishers like you. Implementing new
technologies has had its difficulties, but
together the communities of publishers
and of information professionals have
engineered a revolution.
Carol James, SSP 2-June-2004
14. n While libraries are taking an increasingly
more assertive stance regarding pricing,
perpetuity of electronic access, the
coagulation of resources into “big deals”
and other areas of widespread concern, I
think very few of us consider publishers
our foes.
Carol James, SSP 2-June-2004
15. n Panels like these help us focus on where
our goals are common, and how each of
us has a role to play in keeping
information flowing.
n This way, all of us can find that we’re in
business for life.
Carol James, SSP 2-June-2004
