North Carolina Serials Conference April 2004 Panel Presentation: Impact of E-Resources Mike Phillips...

North CarolinaNorth CarolinaSerials ConferenceSerials ConferenceApril 2004April 2004

Panel PresentationPanel Presentation::Impact of E-ResourcesImpact of E-Resources

Mike Phillips - John Wiley & Sons, Inc. ([email protected])

Impact of E-ResourcesImpact of E-Resources

• John Wiley’s E-Resource:– “Wiley InterScience”

– Impact on :• business units• people• culture• products


• John Wiley & Journals ….. period– John Wiley & Sons, Inc - 1807– Peter Wiley - 8th generation Wiley– Just Journals

• no real need to know the customer• no real need to know what customer purchases• know the agents• know the $$$$ & ¢ ¢ ¢ ¢


• Fast forward 190 years– 1807 --> 1997 - 1st year of Wiley InterScience– Impact on business units :

• Management• Technology• Sales• Legal• Marketing• Customer Service


• Impact on Management– New Division : STM - Electronic– Build a Technology Team– Build a Sales Organization– Modify existing business units

• Customer Service, Accounting, Finance, Legal

– Improve communication • within Wiley

• outside Wiley

– Stay very current w/competition & trends


• Impact on Technology– People (WWW)

• Designers • Systems Analysts / Programmers - searching /

indexing / presentation • Network - Speed / Security / Uptime /

Backup / Disaster Recovery • Connectivity - IP addresses / Remote Access• Usage Statistics• Back Office Systems - Acctng, Cust Svc, Legal...


• Impact on Sales– Build a Team– Develop Sales / Pricing Model– Develop negotiation strategies– Need to know customer– Need to know customer purchases


• Impact on Legal– Lawyers– Electronic Licensing

• Academic Institutions / Consortia / Corporations • Terms of Usage• State Regulations• Confidentiality• Cancellations• Archiving


• Impact on Marketing– Direct Mail– E-mail– Promotions– Collateral– Presentations– Conferences


• Impact on Customer Service– Customer detail– Invoice issues - customer / agent– Access issues– Back Office Systems

• Integration of historical data w/new systems• Customer Svc / Accounting / Finance / Collections


• Impact on Product– Non-Journal Products

• Different content / design• Cross-product integration• Different pricing models / archival rules• New cross-product promotions

– Knowing what customer may need / want• now / next


• Wiley - 2004 and beyond– Evolve– Adapt– Listen– Learn– Improve

THANK THANK YOU !!YOU !!

Mike Phillips - John Wiley & Sons, Inc. ([email protected])

North Carolina Serials Conference April 2004 Panel Presentation: Impact of E-Resources Mike Phillips...

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