Publisher−VendorRelationship Management

SSP Webinar, 14 October 2014

Charlotte McNaughton

Director, Publishing Technologies

It’s a Relationship…

…it takes work to make it succeed.

All parties want the relationship to succeed…

…easier to keep customers than find new ones.

…easier to maintain than change.

Publisher−Vendor Relationship Management

Know what you are buying…

…small jobs = low barriers to change vendors

…large or long-term projects or services = high costs to set up or move

Due diligence is crucial!

Publisher−Vendor Relationship Management

Know your Contract Who owns the data?

How long does the contract run

What are the renewal terms Automatic renewal Window for renegotiation

Cancellation terms In writing Notice deadlines (180 days, e.g.)

Pay your Bills!

Publisher−Vendor Relationship Management

Publisher−Vendor Relationship Management

Learn from your vendors The RFP

Meet the people

Plant or office or facility tours

Webinars

White papers

On-site training

Help your vendor when you can!

Learn from other sources

Industry meetings: SSP, CSE, STM, ALPSP, AM&P…

Local groups: Washington Publishers, Scholarly Publishing IT

Other vendors: competitors, collaborators

Online resources: Google, Wikipedia, websites

Ask your boss, your colleagues…

Publisher−Vendor Relationship Management

User groups and meetings

Usually sponsored by vendors manage the message promote their products

Good place to meet others with similar issues

Trade tips, build consensus on important roadmap developments

Regular phone calls, wiki

Publisher−Vendor Relationship Management

Communication is key

Regular phone calls or meetings

Use the ticket system to report problems

Monitor and update the ticket system

Ask for what you want; the vendor cannot read your mind!

Be prepared to set priorities

Listen!

Publisher−Vendor Relationship Management

Follow the vendor’s rules

Use the ticket system to report problems

Read the documentation

Fill out the paperwork each time

Check the proofs or betas closely; QC is your problem

Check the final product!

Publisher−Vendor Relationship Management

Who in your organization point person to manage overall relationship handles contract issues receives and codes/pays the invoices manages content or production issues maintains the user interface specifies functionality checks quality deals with e-commerce and customer service

Communicate internally!

Publisher−Vendor Relationship Management

Publishers appreciate Truth about workflows and processes

May change QC requirements for publisher’s production team May affect schedules and communications due to holidays, workweek

differences, and timezones Onsite visits/facilities inspection may not be feasible Direct communication with workforce may not be possible (language

barriers, reporting structure)

Attention to industry standards Publishers may not have time/resources to absorb nuances of XML or

technical requirements or frequent changes to industry standards

Reporting: easy to access and update, not something you have to ask for

Publisher−Vendor Relationship Management

Thank you.

Publisher−Vendor Relationship Management