---------- Forwarded message ----------
Date: Thu, 27 Feb 1997 09:15:29 -0800
From: Tom White, Journals Marketing Mgr., UC Press <tom.white@UCOP.EDU>
Subject: Publisher inquiry re: claims, WWW

I'd appreciate any responses to two customer service questions.

1.  How would you suggest we improve our late issue notification process?
Would you like to get a late card notice for a future issue enclosed with a
copy of a current issue?  Would you prefer we communicate late notices
directly to the sub agent?   As claims take up alot of our time,  I'd
prefer to respond to librarians proactively, in the hope it would preclude
many claims and improve customer satisfaction.

2.  A related question is what types of customer service features would you
like to see on a publisher's World Wide Web site?  One feature we do plan
to add is the mailing dates for our 31 journals.

Thanks in advance for your replies.

Tom White, Journals Marketing Manager
University of California Press
2120 Berkeley Way # 5812, Berkeley CA 94720-5812
Voice: 510/643-0953; Fax: 510/642-9917; Email: tom.white@ucop.edu
Web site - http://library.berkeley.edu:8080/ucalpress/journals