[Eril-l] ProQuest "simplification program"?

Fri Jan 26 09:32:22 PST 2018

Hi,

Interesting discussion for the end of the week...

>From the big picture perspective, hopefully, someone from ALA's ALCTS PVLR (Publisher-Vendor-Library Relations) Interest Group is following this discussion and gets some session planning ideas :)
http://www.ala.org/alcts/mgrps/ig/ats-pvlr
Excerpt: Our planning meeting is held at 1:30 pm on Saturday afternoon of each ALA Midwinter and Annual. Please consider helping us brainstorm and plan future panels.

But, in response to this specific thread, sounds as if the company in question needs inhouse librarians (as one vendor calls them "concierges"). Or, as in the case of Wiley, discussed on the list, one or more Library Technical Services Managers. Or library relations managers...Or an emphasis on improving its customer-centric focus...As Steve Oberg pointed out in the Wiley example from last week, vendor official channels should always be tried, too, but also perhaps personal attempts to communicate. The biggest challenges often are knowing where to start, persisting, etc. Sometimes working through  local or regional reps, and if they are good, they can help triage/direct/connect with the proper people "back at the shop"...(internal sales, billing reps, etc.) who can help unsnarl problems. And some may or may not have the authority and matters (on both sides?) sometimes have to move up the management chains.

Just as vendors/publishers sometimes have challenges trying to figure who is whom on the library (customer end), so, too, we do with contacting vendors, to get the right people to address our questions, ranging from pricing, licensing, connection/technical, to billing, and more. One vendor reminded me "if you've seen one library, you've seen one library"...So, it may seem, is the case with publishers and vendors...Changing corporate structures and staff complicates matters. For those of who attend Charleston Conferences, ER&L, NASIG or other conferences that include not only librarian, but also publisher/vendor folks, we appreciate the lessons we learn about keeping those communication lines open and personal connections we make "across our fences"...

Good luck!

Ramune Kubilius
Collection Development / Special Projects Librarian
Galter Health Sciences Library & Learning Center
Northwestern University Feinberg School of Medicine

From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Coralee Leroux
Sent: Friday, January 26, 2018 11:01 AM
To: Christine Turner <cturner at library.umass.edu>; eril-l at lists.eril-l.org
Subject: Re: [Eril-l] ProQuest "simplification program"?

Hi Christine,

You are definitely not a lone voice in the wilderness.

We have been having many problems with ProQuest as well. I can't speak to the invoicing or usage data, but the "simplification program" has been a great pain to us (the Ontario college libraries and OCLS), as well as the slow response time on requests; and we also had huge problems with the ebrary-to-Ebook Central migration, as well as a smattering of random access issues that were poorly communicated about, and puzzlingly (to put it mildly) unacceptable terms for consortial offers.

We've been pushing back as well, but admittedly there have been so many problems that we've had to let some things slide that in better circumstances we would not have. But we've been raising all sorts of things with them, bringing in management for meetings etc., and pushing for lower prices in light of all of these problems.

Anyway, I'm not sure how helpful this... but at least it's good to know we are not alone :)

Best,
Nicole Morgan and Coralee Leroux

[Description: Description: Description: cid:image001.jpg at 01CBB629.58358D10]

Coralee Leroux, MI
eResources & Services Coordinator

Ontario Colleges Library Service
Tel. (647) 722-9324
Toll-free (800) 268-5560 ext. 324
Email cleroux at ocls.ca<mailto:cleroux at ocls.ca>

74 Gervais Drive
Toronto ON M3C 1Z3
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From: Eril-l [mailto:eril-l-bounces at lists.eril-l.org] On Behalf Of Christine Turner
Sent: Friday, January 26, 2018 10:24 AM
To: eril-l at lists.eril-l.org<mailto:eril-l at lists.eril-l.org>
Subject: [Eril-l] ProQuest "simplification program"?

Greetings, Colleagues,

We've been struggling to maintain our inventory and accounting records, to say nothing of public access to our ProQuest products, particularly since they embarked on a "simplification program" a couple of years ago. They are moving contents of mega-collections in and out (e.g. International Bibliography of Social Sciences was included in our Social Sciences Premium Collection and now we're being billed separately for it), regularly changing database and collection names, and providing order forms and invoices that don't itemize what the charges cover. We're also having problems getting renewal prices in a timely manner. And then there's deciphering their usage data...

Are others feeling as frustrated as we are? We're pushing back, but I wonder if we're a lone voice in the wilderness.

Thanks for any feedback you may provide.

Best wishes,
Christine

******************************************
Christine N. Turner
Acquisitions and Scholarly Communications Librarian
Acquisitions Unit/W.E.B. Du Bois Library
University of Massachusetts
Amherst, MA  01003
(413) 577-1026
cturner at library.umass.edu<mailto:cturner at library.umass.edu>
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