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Foreword
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ix
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Preface
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xi
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Acknowledgments
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xix
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I.
Learning The Essentials Of Vendor Relations
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Chapter 1 Working With Vendors:
The State Of The Art
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3
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It Is The Best Of Times, It Is The Worst Of Times
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3
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New Library Tasks For The Online World
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4
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It’s Still The Wild, Wild Web
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7
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Chapter 2 Being A Good Customer
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9
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The Customer Is Not Always Right
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9
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How To Be A Squeaky Wheel
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9
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If You Act Like A Jerk, You Will Look Incompetent
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12
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Chapter 3 Getting Off On The Right
Foot
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13
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Say Your Name
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13
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Know The Lingo
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14
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The Heartbreak Of Jargon
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15
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Assume Good Faith
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16
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Return Messages Promptly And Professionally
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17
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Be Assertive But Reasonable
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18
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II.
Establishing Successful Vendor Relations
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Chapter 4 Issuing A Request For
Proposals
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21
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Be Careful What You Wish For
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21
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Give Them Time And Let Them Negotiate
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22
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Be A Good Host
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23
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After The Presentation
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24
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Chapter 5 Establishing A New
Service
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27
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Someone Must Be In Charge
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27
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Settle Your Internal Arguments Beforehand
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28
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Know What You Want And What Is Available
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28
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Pre-Visit Checklist
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29
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Set An Agenda And Stick To It
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31
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Beyond Controlling The Schedule
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32
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Build A Shared Vocabulary
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32
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Introduce, Introduce, Introduce
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34
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Chapter 6 Negotiating Terms Of
Service
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37
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Discounts And Service Fees
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37
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Status Reports And Cancellations
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41
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Arranging Payment
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41
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Returns
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44
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Chapter 7 Negotiating A License
Agreement
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45
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Why You Need To Pay Attention To License Agreements
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45
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Three Categories Of License Terms
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46
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Beware The Six License Terms Of Death
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48
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Be Assertive But Reasonable
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50
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When To Be Extra Assertive
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51
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Pick Your Battles
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51
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Chapter 8 Understanding Approval
Plans
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53
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The Logic Of Approval Plans
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53
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How Do They Do It?
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54
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What Are Those Other Criteria?
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54
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Books In The Twilight Zone
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55
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Technical Processing And Bibliographic Records
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56
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Approval Plan Discounts
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57
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III.
Building
And Maintaining The Library-Vendor Relationship
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Chapter 9 Putting Out Fires
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61
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Be Assertive But Reasonable
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61
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Being Assertive
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62
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Unacceptable Vendor Responses
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62
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Being Assertive With Scammers
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63
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Being Reasonable
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64
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Avoid Making Unreasonable Demands
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64
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Be Civil
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66
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Don’t
Assume Treachery When Human Error Is More
Likely
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68
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How To Tell When You Are Being Cheated
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69
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Chapter 10 Preventing Fires
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71
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Put Your Best People On The Phone
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71
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Submitting Orders I: Boring Is Beautiful
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73
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Submitting Orders II: The Joy Of Autocracy
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74
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Know Who Your Friends Are
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76
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Watch Your E-Mail
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77
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Be Assertive But Reasonable
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77
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Chapter 11 Working With Sales
Representatives
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79
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Keep Your Appointments
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80
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On The Flipside
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82
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An Exception To The Punctuality Rule
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83
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Got Problems? Give Specifics
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84
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Let Her Sell
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86
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Let Your No Be No
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86
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Interacting With Sales Reps At Conferences
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87
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Be Assertive But Reasonable
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89
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Chapter 12 Working With Customer
Service Representatives
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91
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You May Not Be Equals, But You Are Both Customers
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91
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Treat The Vendor As An “Internal Customer”
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92
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Make It Easy For The Vendor To Serve You Well
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93
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Be Assertive But Reasonable
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95
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Let Mercy Temper Justice
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97
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Chapter 13 Tracking Vendor
Performance
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99
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Fulfillment Rates
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99
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Claim Responses
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101
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How Frequently Do You Have To Claim?
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101
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How Well Does The Vendor Respond To Claims?
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102
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Analyzing The Quality Of Customer Service
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103
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Analyzing Invoicing Practices
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103
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Analyzing Coverage
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104
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Technical Processing
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105
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IV. Ending (Or Avoiding) The
Library-Vendor Relationship
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Chapter 14 Switching Vendors
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111
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Bad Reasons For Dropping A Vendor
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111
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Good Reasons For Changing Vendors
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114
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Managing The Switch
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117
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Leaving Your Bridges Intact
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118
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Chapter 15 Dealing With
Unsolicited Materials
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121
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What You Should Be Watching For
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121
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If You Did Not Order It, It Is Yours
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123
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What
If The Vendor Did Talk To Someone In My
Library?
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124
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Standing Up For Yourself: A Model
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125
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Should You Ever Give In?
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127
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Chapter16 Working With Problem
Vendors
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129
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Defining The Problem Vendor
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129
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How Can You Avoid Them?
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132
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When You Must Deal With Problem Vendors
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134
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Chapter 17 Understanding The
Ethics Of Vendor Relations
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139
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Your Ethical Duty To Your Patrons
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140
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Your Ethical Duty To Your Vendors
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140
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The ALCTS Statement Of Principles And Standards
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141
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Conclusion
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149
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Appendices
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A. Rules Of Thumb
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151
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B. Glossary
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157
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Index
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167
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About the Author
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169
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