10-14-2014 SSP Webinar: Publishing Services Vendor Integration – Charlotte McNaughton

1. Publisher−Vendor
Relationship Management
SSP Webinar, 14 October 2014
Charlotte McNaughton
Director, Publishing Technologies

2. Publisher−Vendor Relationship Management
It’s a Relationship…
…it takes work to make it succeed.
All parties want the relationship to succeed…
…easier to keep customers than find new ones.
…easier to maintain than change.

3. Publisher−Vendor Relationship Management
Know what you are buying…
…small jobs = low barriers to change vendors
…large or long-term projects or services =
high costs to set up or move
Due diligence is crucial!

4. Publisher−Vendor Relationship Management
Know your Contract
 Who owns the data?
 How long does the contract run
 What are the renewal terms
 Automatic renewal
 Window for renegotiation
 Cancellation terms
 In writing
 Notice deadlines (180 days, e.g.)
Pay your Bills!

5. Publisher−Vendor Relationship Management
Learn from your vendors
 The RFP
 Meet the people
 Plant or office or facility tours
 Webinars
 White papers
 On-site training
Help your vendor when you can!

6. Publisher−Vendor Relationship Management
Learn from other sources
 Industry meetings: SSP, CSE, STM, ALPSP, AM&P…
 Local groups: Washington Publishers, Scholarly
Publishing IT
 Other vendors: competitors, collaborators
 Online resources: Google, Wikipedia, websites
 Ask your boss, your colleagues…

7. Publisher−Vendor Relationship Management
User groups and meetings
 Usually sponsored by vendors
 manage the message
 promote their products
 Good place to meet others with similar issues
 Trade tips, build consensus on important roadmap
developments
 Regular phone calls, wiki

8. Publisher−Vendor Relationship Management
Communication is key
 Regular phone calls or meetings
 Use the ticket system to report problems
 Monitor and update the ticket system
 Ask for what you want; the vendor cannot read
your mind!
 Be prepared to set priorities
Listen!

9. Publisher−Vendor Relationship Management
Follow the vendor’s rules
 Use the ticket system to report problems
 Read the documentation
 Fill out the paperwork each time
 Check the proofs or betas closely; QC is your problem
 Check the final product!

10. Publisher−Vendor Relationship Management
Who in your organization
 point person to manage overall relationship
 handles contract issues
 receives and codes/pays the invoices
 manages content or production issues
 maintains the user interface
 specifies functionality
 checks quality
 deals with e-commerce and customer service
Communicate internally!

11. Publisher−Vendor Relationship Management
Publishers appreciate
 Truth about workflows and processes
 May change QC requirements for publisher’s production team
 May affect schedules and communications due to holidays, workweek
differences, and timezones
 Onsite visits/facilities inspection may not be feasible
 Direct communication with workforce may not be possible (language
barriers, reporting structure)
 Attention to industry standards
 Publishers may not have time/resources to absorb nuances of XML or
technical requirements or frequent changes to industry standards
 Reporting: easy to access and update, not something you have to
ask for

12. Publisher−Vendor Relationship Management
Thank you.