-----(1)

Date: Thu, 28 May 1998 13:32:14 -0400
From: Deborah Harrell <dharrell@WESTGA.EDU>
Subject: Re: New Periodical Librarian ...

In my experience (30+ years), having more than one subscription vendor
multiplies the headaches one has.  In 1967-69, we had three vendors--I
guess the head librarian thought that would keep the vendors on their toes
with competition.  Then one of the vendors was bought by one of the other,
so we were down to two.  I realize the purchasing vendor bought many
headaches from the selling one, but when renewal time came, we wanted to
reduce some of those headaches that filtered down to us.

We have been with only one vendor for many years now and "hung on" while
they went through reorganization.  To this date, I have been satisfied
with their service.  One positive note is with service
representatives--this company uses a team approach.  Our service rep has
been out on extended medical leave, but we didn't experience any reduction
in service because there is a team of people who 'know' our account.  The
company also has a computer network that I can telnet to and access all
our orders, payments, claims, etc. and I find that extremely helpful.

Debbie Harrell
Ingram Library, State University of West Georgia
phone: 770-836-6498
fax: 770-836-6626

-----(2)

Date: Fri, 29 May 1998 10:04:26 -0400
From: Teresa Abaid <Abaid@FAU.EDU>
Subject: Re: New Periodical Librarian ...

Our major vendor at FAU is Ebsco and I have to mention that we are very
fortunate to have an outstanding office representative. Her name is Linda
Foster and she is located in Birmingham. She has only been in that position
for a year but has all the qualities of an ideal representative. Being also
new in my position, I was even more appreciative of her cooperation. We
have worked out a very efficient system of claiming  and we are seeing the
results of Linda's hard work. I would definitely agree that your office
representative is the key to a successful relationship with your
subscription agent.

Teresa Leila Abaid                              Florida Atlantic University
Technical Services Librarian                    S.E. Wimberly Library
Telephone:561-297-3933                          777 Glades Road
Fax:561-394-8829                                Boca Raton, FL 33431-0992

-----(3)

Date: Fri, 29 May 1998 09:26:53 -0500
From: Karen Chobot <chobot@PLAINS.NODAK.EDU>
Subject: Re: New Periodicals Librarian Seeking...

This discussion has just about run its course, but I wanted to add my two
cents.  We use EBSCO via the Denver office, and our service has always been
satisfactory.  This year our representative changed, and things are now even
better.  I am in regular e-mail contact with Julie Weaver, and she clears up
everything quickly, even my own mistakes which come back to haunt me.  I
think the real answer to this concern lies in knowing what you should be
able to expect from your company and in demanding service.  EBSCO and other
vendors are not in business to lose money and they don't want to lose our
business.  We complain about publishers, but they have to deal with them far
more than any individual library does.  I have found that they do not always
get what they need.  This last fall I ordered some collection development
reports which turned out to be very inaccurate.  After a lot of messages
back and forth to Rachel Vukas, we discovered that EBSCO had old information
from Wilson, among other things. I was the first person to report the
problem, so they had not been aware of anything missing.  They relied on
this library contact to help them do the job.  I don't see anything wrong
with that.  My new reports finally came, and they have been invaluable in
doing my budget cuts for the new fiscal year.

I have only been a serials librarian for nearly four years, and I had to
pretty much figure out everything from scratch.  I would have appreciated
more training from EBSCO at that time, in knowing what is available and what
the procedures are.  What my assistant reported to me didn't always turn out
to be true, but it was the way we had been doing things here.  I hadn't even
known about the collection development reports until Rachel met with me last
year.  So, I think they are doing better in this regard, but I still would
like more in the way of procedural help for new people.

Working with a vendor is a two way street, and the more you put in, the more
you will get out.  Keep that in mind when looking, and I think you will be
happy with just about any vendor who can supply your needs.

Karen M. Chobot, Reference Librarian
Mildred Johnson Library
North Dakota State College of Science
800 6th St. N.
Wahpeton ND 58076
701/671-2385

"I know, my dear Watson, that you share my love of all that is bizarre and
outside the conventions and humdrum routine of daily life."  Sherlock
Holmes, in "The Red-Headed League."