Dare I say not all reps are created equal? I am always happy to hear from EBSCO – they want to provide good service and they listen and drop everything to help when I ask them. If they want some of my time to introduce a new service, I am glad to accommodate them. However, there are also publishers who assign a new rep every year, and when I need service, they send me to anonymous tech support people who are also different every time.
One thing I find helpful is that our consortium has an annual schedule for requesting trials, requesting prices, and deadlines for payments. Some reps do ask when is a good time to call (before trial requests are due, so our selectors can decide which new products they want to consider) and when to follow up (after trials) and when I say “not this year” they leave me alone until next year.
Judith
Judith E. Stokes, Associate Professor
Electronic Resources Librarian
Rhode Island College, AL203
600 Mount Pleasant Avenue
Providence, RI 02908
401.456.8165
From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Julianne Newberry
Sent: Wednesday, June 17, 2015 3:25 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] Library communication with vendors
Very good point on the transitory nature of vendor representatives. And those new reps are likely expected/required to make contact with all the clients on their list. And I completely agree with the bit about the knowledge that the reps have. Many times, I have contacted our Ebsco rep with a question and had her get me the answer so much more quickly than I would have been able to track it down myself.
Julianne Newberry, MLS
Technical Services Assistant
Office: (913) 971-3563
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From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of LeAnne Rumler
Sent: Wednesday, June 17, 2015 2:04 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] Library communication with vendors
I agree with those who have previously said to tread lightly when creating policy to dictate the relationships with vendors, but you can certainly create your own personal policy on how, when and where to meet with vendors. I am relatively new to my position and have had to rely repeatedly on the account knowledge as well as product knowledge that our reps have. The good ones are as much about service as they are about sales. The other thing to keep in mind is that reps frequently come and go, sometimes with no notice, and you have to build that relationship again. Taking time to meet with a new rep may reap benefits later.
LeAnne Rumler
Technical Services Librarian, Serials
Mossey Library
Hillsdale College
517-607-2405
From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Steve Oberg
Sent: Wednesday, June 17, 2015 2:30 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] Library communication with vendors
I kind of agree with Sarah Tusa about caution here in terms of a policy, but I think I can sympathize with or understand the situation that leads to the discussion.
This situation of library/vendor relations is certainly a two-way street and so as far as I am able in my local situation, I try to keep that uppermost in mind so that interactions are productive for both sides. It is a relationship. I will admit to struggling at times to promptly respond to phone calls and emails from vendor colleagues, but my intent is never to ignore or disrespect them in some way. I think that happens sometimes in libraryland.
Where I draw a line is when vendor representatives just show up at my library to talk with me unannounced, or call up a day ahead of time to try to arrange a visit because they happen to be in the area, especially if it is a vendor with whom we do not already do business. I understand the motivation but this is just not productive for either side as far as I am concerned. I think face-to-face meetings at my library are valuable but not always necessary. In addition, almost never is there a meeting to be arranged with a vendor for a local visit where I am the only one who should be present, so it’s about coordinating multiple schedules. I do try to talk with vendors when I attend a library conference where they are exhibiting, but in the main I prefer emails and phone calls, and I find that works quite well for 99% of the transactions between us.
In sum, my suggestion is to work this out individually with the vendor representatives you do business with, to communicate what your preferences are, and to build that relationship over time.
Steve
Assistant Professor of Library Science
Electronic Resources and Serials
Wheaton College (IL)
+1 (630) 752-5852
From: Serials in Libraries Discussion Forum on behalf of Julianne Newberry
Reply-To: Serials in Libraries Discussion Forum
Date: Wednesday, June 17, 2015 at 1:09 PM
To: "SERIALST@LISTSERV.NASIG.ORG"
Subject: Re: [SERIALST] Library communication with vendors