[Eril-l] Publisher complaint -- how would you respond?

[Crawford, Laurel]

This is not acceptable behavior, since it undermines the valuable relationship between faculty and the library and spreads misinformation. The vendor couldn’t possibly know what factors went into your decision-making and to imply otherwise is unprofessional. Combat this by firmly requiring the vendor to go through the library for all future campus communications—you are their client, not vice-versa.

A PR campaign may be a good idea--spread the word about how you are making these difficult decisions. Mention that the cause of budget shortfalls is partially due to extremely high annual inflation rates imposed by the vendors.

Good luck—we’ve definitely been in your shoes.

Laurel Sammonds Crawford
Coordinator of Collection Development
University of North Texas Libraries
laurel.crawford at unt.edu<mailto:laurel.crawford at unt.edu>

[http://tartan.unt.edu/sites/all/themes/greenlight/images/tartan-a.jpg]

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Karen Jensen
Sent: Thursday, July 28, 2016 1:12 PM
Cc: eril-l at lists.eril-l.org
Subject: Re: [Eril-l] Publisher complaint -- how would you respond?

That email is appalling! Vendors/publishers should not be involved in our decision-making other than to provide requested use data, or make a better offer. For them to also imply that the library isn't working with its patrons, planting the seed that the library is not to be trusted, is even worse, with potential long-term implications. I'd love to know who this vendor is and the profession really needs to make a statement in response. Their actions are dirty pool.

Karen Jensen
Collection Development Officer
Rasmuson Library
University of Alaska Fairbanks
907-474-6695
kljensen at alaska.edu<mailto:kljensen at alaska.edu>



On Thu, Jul 28, 2016 at 10:01 AM, Sathi, Katherine <ksathi at wustl.edu<mailto:ksathi at wustl.edu>> wrote:
Hello my fellow beleaguered eresource librarians –

Like many libraries, we are cancelling some subscriptions beginning in 2017, for budgetary reasons.  After consulting with faculty in their respective areas, subject librarians identified titles to cancel to meet their individual budget targets.  I sent the compiled list of cancellations to all subject librarians at the end of May, and my staff begin notifying the vendors and publishers of our cancellation decisions this week.

Today a faculty member forwarded the following email  from a publisher:

“Dear colleagues -- I regret to inform you that your library has taken the decision to stop the subscription to [database name] of Washington University at St Louis, despite steady usage by students during the academic months of the year. I'm not sure whether or not staff has even been consulted on this matter (my suspicion is that it was not). We have asked them to provide us with some reasons why they have made this decision and will inform you when they get back to us.  We would be grateful if you could take this issue up with your library representative, if you wish your students to benefit from continued access to the LE. Let me know if I can provide you with further details.  Thank you for your attention and support, as ever, xxx”

The faculty member asked us, “Can you please let us know when and how this decision to cancel was made and whether faculty were involved?”  (The database was paid for from one subject area, the faculty members contacted by the publisher are in a different department).

I’m curious to know, how would you respond to the faculty member?  What would you say to the publisher, if anything?

Thanks,
Kate
Kate Sathi
Databases/Serials Librarian
Washington University in St. Louis
ksathi at wustl.edu<mailto:ksathi at wustl.edu>
314.935.3363<tel:314.935.3363>




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