<div dir="ltr">I would be tempted to email the sales rep and their manager and write, "In reviewing our predicted budget cuts we have discovered we will be able to retain at least one of the expected cancellations. Due to the email sent to our faculty member it won't now or in the future be one from (name publisher). We must insist on doing business with professional companies at our institution." </div><div class="gmail_extra"><br><div class="gmail_quote">On Fri, Jul 29, 2016 at 9:43 AM, Arndt,Theresa <span dir="ltr"><<a href="mailto:arndtt@dickinson.edu" target="_blank">arndtt@dickinson.edu</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div lang="EN-US" link="#0563C1" vlink="#954F72">
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<p class="MsoNormal"><span style="color:#1f497d">The examples being shared are disturbing, however I just want to mention that sometimes it is just cluelessness on the part of individual reps. I think it is always worth attempting to explain why the behavior
is inappropriate. We recently had a vendor directly contacting our faculty, and when I explained why that was inappropriate since the library was paying for the subscription they changed their policy. It was a relatively new company run by enthusiastic
people who have never actually worked in a library. We basically had to educate them about how libraries work!
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">That said, this does seem like a particularly egregious situation, and I do hope the original poster will let us all know the outcome.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Happy Friday everyone! - Theresa<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal">Theresa Arndt, MLS<u></u><u></u></p>
<p class="MsoNormal">Associate Director for Library Resources and Administration <u></u>
<u></u></p>
<p class="MsoNormal">Library and Information Services<u></u><u></u></p>
<p class="MsoNormal">Dickinson College<u></u><u></u></p>
<p class="MsoNormal">P.O. Box 1773<u></u><u></u></p>
<p class="MsoNormal">Carlisle, PA 17013<u></u><u></u></p>
<p class="MsoNormal">voice: <a href="tel:717-245-1750" value="+17172451750" target="_blank">717-245-1750</a><u></u><u></u></p>
<p class="MsoNormal">fax: <a href="tel:717-245-1439" value="+17172451439" target="_blank">717-245-1439</a><u></u><u></u></p>
<p class="MsoNormal"><a href="mailto:arndtt@dickinson.edu" target="_blank"><span style="color:blue">arndtt@dickinson.edu</span></a><u></u><u></u></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
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<div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b>From:</b> Eril-l [mailto:<a href="mailto:eril-l-bounces@lists.eril-l.org" target="_blank">eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Sally Krash<br>
<b>Sent:</b> Friday, July 29, 2016 8:55 AM<br>
<b>To:</b> <a href="mailto:eril-l@lists.eril-l.org" target="_blank">eril-l@lists.eril-l.org</a><br>
<b>Subject:</b> Re: [Eril-l] Publisher complaint -- how would you respond?<u></u><u></u></p>
</div>
</div>
<p class="MsoNormal"><u></u> <u></u></p>
<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.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Sally<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
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<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" target="_blank">mailto:eril-l-bounces@lists.eril-l.org</a>]
<b>On Behalf Of </b>Boone, Susan<br>
<b>Sent:</b> Thursday, July 28, 2016 5:01 PM<br>
<b>To:</b> Sathi, Katherine; <a href="mailto:eril-l@lists.eril-l.org" target="_blank">eril-l@lists.eril-l.org</a><br>
<b>Subject:</b> Re: [Eril-l] Publisher complaint -- how would you respond?<u></u><u></u></span></p>
</div>
</div>
<p class="MsoNormal"><u></u> <u></u></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.)<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">As for the publisher rep, I find this not simply arrogant but unprofessional:<u></u><u></u></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">my suspicion is that it was not</span>)<u></u><u></u></span></i></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></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.
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:black">Please let us know how it plays out.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
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<p class="MsoNormal"><span style="color:black">Best of luck! <u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black">Susan<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">________________________________________<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Susan Boone<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">Collection Management<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black">UCSF Library<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1f497d">tel: <a href="tel:415%2F476.8410" value="+14154768410" target="_blank">415/476.8410</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1f497d"><a href="mailto:susan.boone@ucsf.edu" target="_blank"><span style="color:blue">mailto:susan.boone@ucsf.edu</span></a><u></u><u></u></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"><u></u><u></u></span></p>
</div>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
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<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" target="_blank">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" target="_blank">eril-l@lists.eril-l.org</a><br>
<b>Subject:</b> [Eril-l] Publisher complaint -- how would you respond?<u></u><u></u></span></p>
</div>
</div>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><span style="color:#1f497d">Hello my fellow beleaguered eresource librarians –<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></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.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Today a faculty member forwarded the following email from a publisher:
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></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”<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></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). <u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></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?<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Thanks,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Kate<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Kate Sathi<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Databases/Serials Librarian<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Washington University in St. Louis<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><a href="mailto:ksathi@wustl.edu" target="_blank">ksathi@wustl.edu</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><a href="tel:314.935.3363" value="+13149353363" target="_blank">314.935.3363</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></span></p>
</div>
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<br>_______________________________________________<br>
Eril-l mailing list<br>
<a href="mailto:Eril-l@lists.eril-l.org">Eril-l@lists.eril-l.org</a><br>
<a href="http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org" rel="noreferrer" target="_blank">http://lists.eril-l.org/listinfo.cgi/eril-l-eril-l.org</a><br>
<br></blockquote></div><br><br clear="all"><div><br></div>-- <br><div class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><div dir="ltr">Cristie Ferguson<br>Director of Library Services<div>M.P. Baker Library<br>Panola College</div><div><img src="http://www.panola.edu/images/2015honorroll.jpg" style="font-size:12.8000001907349px" width="87" height="96"><br></div><div><br></div><div></div></div></div></div></div>
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