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Shaping, Streamlining and Solidifying the Information Chain in Turbulent Times
NASIG 26th Annual Conference
José Luis Andrade
President, Swets Americas
Current Library Landscape
Shaping Objectives
Technology, Approaches, Streamlining
Streamlining Standards
ICEDIS XML Claiming, ONIX-SPS, ONIX-SRN
Solidifying Presence
Customer Service, Market Growth, Promotion
Question and Answer
Agenda
“The only way to discover the limits of the possibleis to go beyond them into the impossible.”
Arthur C. Clarke
Current Library Landscape
Shaping- New Technology
Improving the delivery and use of knowledge
Selection management
Collaboration and research productivity
Authoring and reaggregation services
4
Shaping- Common Sense Approaches
Improving the delivery and use of knowledge
Customer Communication
Create a forum for conversationListen and interact React and implement
Efficiency
Decrease workloadIncrease staff supportMaximize budget use
Patron Experience
Provide services that appeal to patronsEnhance speed and search capabilitiesAssist in library marketing
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Shaping- Streamlining Business
Improving the delivery and use of knowledge
Shift from agent to full service Information Solutions Provider
Lead industry standardization, integration and innovation
New ICEDIS XML Claiming StandardONIX-SPSONIX-SRN
Sales support and administrative efficiency for publishers
Collaboration and research productivity
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Streamlining- Standards Simplified
New ICEDIS XML Claiming Standard
Publishers are more accommodating as XML increases in popularity
Process enhances speed for claim submission and response
Service providers are already testing EDI solutions
Launches will follow soon!
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Streamlining- Standards Simplified
ONIX – SPS
Standard for Serials Products and Subscriptions
Publishers send pricing in XML format
XML is loaded directly into vendor systems
Information downloads faster and pricing is more accurate
Standard is undergoing adjustment to allow for tiered pricing
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Streamlining- Standards Simplified
ONIX – SRN
Serials Release Notification
Communicates publication/electronic availability of serials releases
Currently evolving to include
Release/dispatch informationLoad directly into integrated library systemsPivotal in accurate claimingEliminates spurious claiming
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Platform Driven Value Propositions
Solidifying- Customer Service
Retain Existing Customers through Unmatched Service
Level of Service
Response timesQuality of responses
Level of Support
Growing Local Department24/7 Self Service Virtual Training
Incentives
Prepayment and CreditsExclusive PromotionsCustomer Appreciation
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Solidifying- Market Growth
Obtain New Customers with Exceptional Opportunities
Grow Customer Share
Better publisher and product distribution analysisAttention to detailCustomer incentives and dashboards
Win New Customers
Determine targets with the most to gain from our serviceShowcase variety and flexibility of offerings Increase the overall number of customers
Expand in Additional Markets
Government Corporate
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Increase Customer Satisfaction through Educational Development
Customer EducationWebinarsDemonstrationsSupport through Implementation
Decision SupportTrial PeriodsEnd-User MarketingTraining Materials
Discount OpportunitiesSpecial OffersPartnershipsBundles
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Solidifying- Product Promotions
Questions
