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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>I had this happen once in my previous library. An OA publisher/platform provider actually put up a notice on their website (limited to our IP range) that stated that the XX Library did not support their platform. How unprofessional! A professor sent us the information, and mind you, he was not asking us to provide support, he just was asking us what was going on. The provider had never even reached out to the library to ask us to provide support. Our response? A decision was made to pay the fee for membership support of the platform. I could not believe it. That will only encourage this kind of activity, but the decision was made above my level.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Sally<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Eril-l [mailto:eril-l-bounces@lists.eril-l.org] <b>On Behalf Of </b>Boone, Susan<br><b>Sent:</b> Thursday, July 28, 2016 5:01 PM<br><b>To:</b> Sathi, Katherine; eril-l@lists.eril-l.org<br><b>Subject:</b> Re: [Eril-l] Publisher complaint -- how would you respond?<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='color:#1F497D'>If it were me, I’d respond to the faculty member once you identify whatever seems appropriate in this circumstance to rebuild trust that the Library is in fact working with faculty and the curriculum in mind. (If at all possible, <i>maybe</i> consider soliciting feedback from other members of that department or identifying alternative resources.)<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>As for the publisher rep, I find this not simply arrogant but unprofessional:<o:p></o:p></span></p><p class=MsoNormal><i><span style='color:#1F497D'>I'm not sure whether or not staff has even been consulted on this matter (<span style='background:yellow;mso-highlight:yellow'>my suspicion is that it was not</span>)<o:p></o:p></span></i></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>It makes me think that any amount of time and effort responding to the rep would be a complete and total waste of time, as temped as I might be. Reps routinely contact faculty. To have a rep actively trashing your working relationships is unacceptable. That’s worthy of a response to the most appropriate person at the publisher. <o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:black'>Please let us know how it plays out.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal><span style='color:black'>Best of luck! <o:p></o:p></span></p><p class=MsoNormal><span style='color:black'>Susan<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black'>________________________________________<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black'>Susan Boone<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black'>Collection Management<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:black'>UCSF Library<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:#1F497D'>tel: 415/476.8410<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;color:#1F497D'><a href="mailto:susan.boone@ucsf.edu"><span style='color:blue'>mailto:susan.boone@ucsf.edu</span></a><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:18.0pt;font-family:Webdings;color:#4FAD26'>P</span><span lang=EN-AU style='font-size:10.0pt;color:#4FAD26'>Please kindly consider the environment before printing this email</span><span style='color:#1F497D'><o:p></o:p></span></p></div><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Eril-l [<a href="mailto:eril-l-bounces@lists.eril-l.org">mailto:eril-l-bounces@lists.eril-l.org</a>] <b>On Behalf Of </b>Sathi, Katherine<br><b>Sent:</b> Thursday, July 28, 2016 11:01 AM<br><b>To:</b> <a href="mailto:eril-l@lists.eril-l.org">eril-l@lists.eril-l.org</a><br><b>Subject:</b> [Eril-l] Publisher complaint -- how would you respond?<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='color:#1F497D'>Hello my fellow beleaguered eresource librarians –<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>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.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Today a faculty member forwarded the following email from a publisher: <o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>“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”<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>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). <o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>I’m curious to know, how would you respond to the faculty member? What would you say to the publisher, if anything?<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Thanks,<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Kate<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Kate Sathi<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Databases/Serials Librarian<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Washington University in St. Louis<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><a href="mailto:ksathi@wustl.edu">ksathi@wustl.edu</a><o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>314.935.3363<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p></div></body></html>