Customer service excellence

Abstract

Libraries, publishers and subscription agents all seek to improve communication in the information chain. Discussion lists play an important role in the communication between libraries and publishers. However, there are still ongoing issues – libraries often publicly berate publishers for their lack of clarity in communication, but what do publishers think of libraries? Can libraries do more to help publishers improve communication? Are the subscription agents doing enough in the middle to get the information out there? This is intended as a no-holds-barred workshop, covering all publishers and libraries. The presenters hope to come out of the workshops with a clear list of improvements that can be made to make the communication process much more effective