New Periodicals Librarian ... (3 messages) Marcia Tuttle 29 May 1998 14:42 UTC
-----(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."