<div dir="ltr"><div dir="ltr">I'd like to follow up on this thread with a related question:<input name="virtru-metadata" type="hidden" value="{"email-policy":{"state":"closed","expirationUnit":"days","disableCopyPaste":false,"disablePrint":false,"disableForwarding":false,"enableNoauth":false,"persistentProtection":false,"expandedWatermarking":false,"expires":false,"isManaged":false},"attachments":{},"compose-id":"10","compose-window":{"secure":false}}"><div><br></div><div>For those of you who work in academic libraries with a lot of student employees, do you give them any training on how to handle these types of calls (what to say or <u>not</u> to say, when to transfer the call or not, etc.)?</div><div><br></div><div>We've found that some companies who can't get us to answer the phone personally will try to call our circulation desk or even the campus switchboard and ask to be transferred. In these cases, our caller ID will indicate the call is coming from on-campus, and we're more likely to answer the phone.</div></div><br><div class="gmail_quote" style=""><div dir="ltr" class="gmail_attr">On Fri, Nov 1, 2019 at 12:57 PM Arndt,Theresa <<a href="mailto:arndtt@dickinson.edu">arndtt@dickinson.edu</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
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<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">My “policy” is I don’t answer the phone unless the caller ID indicates it’s someone I actually want to talk to at that time. They will leave a message. If it’s not a sales
call or sales email I’m interested in, I just delete it unless I already have a relationship with the vendor/sales rep. If I already have a relationship, I will respond that we’re not interested but thanks for the information.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">I think it’s the FTC that recently reported that by next year 50 percent of our phone calls will be spam or scams. I do not feel bad about screening, even though I really
am a polite person and I am always very nice to the vendors/reps with whom we do business.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">(Have gotten 4 spam voicemails already today!)<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif">-- Theresa<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></span></p>
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<p class="MsoNormal"><span style="font-size:10pt;font-family:Arial,sans-serif">Theresa Arndt</span><span style="font-size:11pt;font-family:Calibri,sans-serif"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Arial,sans-serif">Library & Information Services<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10pt;font-family:Arial,sans-serif">Dickinson College<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="IT" style="font-size:10pt;font-family:Arial,sans-serif">Carlisle, PA</span><span lang="IT" style="font-size:11pt;font-family:Calibri,sans-serif"><u></u><u></u></span></p>
<p class="MsoNormal"><span lang="IT" style="font-size:10pt;font-family:Arial,sans-serif">717-245-1750</span><span lang="IT" style="font-size:11pt;font-family:Calibri,sans-serif"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif"><a href="mailto:arndtt@dickinson.edu" target="_blank"><span lang="IT" style="color:blue">arndtt@dickinson.edu</span></a></span><span lang="IT" style="font-size:11pt;font-family:Calibri,sans-serif"><u></u><u></u></span></p>
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<p class="MsoNormal"><span lang="IT" style="font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></span></p>
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<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif"> Eril-l <<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>Matthew J. Gallagher<br>
<b>Sent:</b> Friday, November 01, 2019 11:42 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] Policy for saying "polite no" to overzealous cold-calling/emailing sales reps, and random LibGuide recommendations?<u></u><u></u></span></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal" style="background:pink"><b><span style="font-size:10pt;font-family:Calibri,sans-serif;color:black">Caution:</span></b><span style="font-size:10pt;font-family:Calibri,sans-serif;color:black">This email originated from outside of
the College. <b>Do not</b> click links or open attachments unless you recognize the sender and know the content is safe. Report anything suspicious to the HelpDesk.</span><span style="font-size:10pt;font-family:Calibri,sans-serif"><u></u><u></u></span></p>
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<p><u></u> <u></u></p>
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<p class="MsoNormal"><span style="color:black">Hi Diane,</span><span style="font-size:11pt;color:black"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:black">I have a ‘no cold-call’ policy that I really like and have implemented over the last couple years. Having to answer the phone can really disrupt my train of thought when I am deep in specific types of work, so
I do not answer my phone from external callers unless I have scheduled it with them. I typically have my ringer muted as well.
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:black">I promise that vendors will reach out via email if you continue to ignore their calls. When they do email, I tell them about my policy, instruct them to communicate via email, and they typically respect it. If
you don’t require the services of any specific vendor and they persist, simply mark their correspondence as junk so you don’t have to worry about ignoring them.
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:black">I’m sure the above may sound a bit callous to some, but I’m busy and don’t have the time for all the niceties if I am not interested in a product/offer.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:black">Best,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="color:black">Matt Gallagher<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black">Assistant Professor, Information Science<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black">Collection Management & Metadata Librarian<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black">University of the Sciences<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black">600 S. 43<sup>rd</sup> St., Philadelphia, PA 19104<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:black">Ph: (215) 596-8963<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;color:black"><u></u> <u></u></span></p>
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<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,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>Beth M. Johns<br>
<b>Sent:</b> Friday, November 1, 2019 11:41 AM<br>
<b>To:</b> Diane Westerfield <<a href="mailto:dwesterfield@coloradocollege.edu" target="_blank">dwesterfield@coloradocollege.edu</a>>;
<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] Policy for saying "polite no" to overzealous cold-calling/emailing sales reps, and random LibGuide recommendations?<u></u><u></u></span></p>
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<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><strong><span style="font-size:10pt;font-family:Calibri,sans-serif;color:red;background:yellow">CAUTION:</span></strong><strong><span style="font-size:10pt;font-family:Calibri,sans-serif;color:black;background:yellow"> This email
originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.</span></strong><u></u><u></u></p>
<p class="MsoNormal" style="margin-bottom:12pt"><u></u> <u></u></p>
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<p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black">Most of the time, ignoring works. Otherwise, I just state "we are not interested, please do not contact me again." <u></u><u></u></span></p>
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<p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black"><u></u> <u></u></span></p>
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<p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black">Then if by phone, I just hang up. <u></u><u></u></span></p>
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<p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black"><u></u> <u></u></span></p>
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<p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black">I seem to recall that about a year ago we were having a discussion about an overzealous company that went so far as to report a librarian to his or her dean??? I don't think that
happens often though. <u></u><u></u></span></p>
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<p class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black"><u></u> <u></u></span></p>
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<div id="gmail-m_8092566645416130804Signature">
<div id="gmail-m_8092566645416130804divtagdefaultwrapper">
<p><span style="font-size:16pt">Beth</span><u></u><u></u></p>
<p style="background:white"><span style="font-family:Calibri,sans-serif;color:black"><u></u> <u></u></span></p>
<p style="background:white"><span style="font-family:Calibri,sans-serif;color:black">Beth M. Johns, MLIS<u></u><u></u></span></p>
<p style="background:white"><span style="font-family:Calibri,sans-serif;color:black">E-Resources Librarian<u></u><u></u></span></p>
<p style="background:white"><span style="font-family:Calibri,sans-serif;color:black">Saginaw Valley State University<u></u><u></u></span></p>
<p style="background:white"><span style="font-family:Calibri,sans-serif;color:black">Melvin J. Zahnow Library<u></u><u></u></span></p>
<p style="background:white"><span style="font-family:Calibri,sans-serif;color:black">pronouns: she/her/hers<u></u><u></u></span></p>
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<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif;color:black">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif;color:black"> Eril-l <<a href="mailto:eril-l-bounces@lists.eril-l.org" target="_blank">eril-l-bounces@lists.eril-l.org</a>>
on behalf of Diane Westerfield <<a href="mailto:dwesterfield@coloradocollege.edu" target="_blank">dwesterfield@coloradocollege.edu</a>><br>
<b>Sent:</b> Friday, November 1, 2019 11:22 AM<br>
<b>To:</b> <a href="mailto:eril-l@lists.eril-l.org" target="_blank">eril-l@lists.eril-l.org</a> <<a href="mailto:eril-l@lists.eril-l.org" target="_blank">eril-l@lists.eril-l.org</a>><br>
<b>Subject:</b> [Eril-l] Policy for saying "polite no" to overzealous cold-calling/emailing sales reps, and random LibGuide recommendations?</span>
<u></u><u></u></p>
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<p class="MsoNormal"> <u></u><u></u></p>
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<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">Hi all,</span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black"> </span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">Has anyone come up with a written policy that they send to overzealous sales reps of companies you don’t have any products from, and to the random people trying to get you to put their never-heard-of-before company
on your LibGuides? Then you can send a polite “We’re not interested” and just spam them back every time with that policy. If they manage to get you on the phone, I suppose you could read them the policy, say “No thanks” and hang up.</span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black"> </span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">Or do you just ignore them? That’s what I do, but sometimes they get overly persistent.</span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black"> </span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">Thanks,</span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">Diane Westerfield, Electronic Resources & Serials Librarian</span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">Colorado College, Tutt Library</span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:rgb(31,73,125)"><a href="mailto:diane.westerfield@coloradocollege.edu" target="_blank">diane.westerfield@coloradocollege.edu</a></span><u></u><u></u></p>
<p class="gmail-m_8092566645416130804xmsonormal"><span style="color:black">(719) 389-6661</span><u></u><u></u></p>
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</blockquote></div><br clear="all"><div><br></div>-- <br><div dir="ltr" class="gmail_signature"><div dir="ltr">Thomas Waters, MA, MLIS<br>Technical Services Librarian<br>Assistant Professor<br>Trustee Library of Brenau University<br><br>500 Washington Street SE<br>Gainesville, GA 30501<br>770-718-5303<br><a href="mailto:twaters1@brenau.edu" target="_blank">twaters1@brenau.edu</a><br><br>Confidentiality Notice: This e-mail and any attachments are confidential and may also be privileged. If you are not the named recipient, please notify the sender immediately and delete the contents of this message without disclosing the contents to anyone, using them for any purpose, or storing or copying the information on any medium.<br></div></div></div>