The AgentBack to the Future?

Jan DonnellyCountry Manager UK & IELM Information Delivery

Bournemouth International Centre11th – 13th April 2016

A Quick Look Back…………….

• Agents focus: Subscriptions / Customer Service• Print = Good GP%• Re-invested in Subscriptions / Customer Service• Libraries Budgets were stable• Money to spend• Publishers increased prices y-o-y• Libraries paid for service and content• WIN-WIN

Moving forward 5 years……………

• Electronic 70% / Print 30%• GP% reduced• Library Budgets Cut• Prices paid to Agents forced down• Publishers still increased prices y-o-y• Agents moved investment to e-resource management• Less profit to invest in Customer Service on lower margins• Libraries still expected the same Customer Service• WIN – LOSE

So! Back to the Future?

• Subscription Agents focusing on Subscription Management : electronic / print and OA and evolving with the libraries

• Return to Customer Service Focus and investment• Streamlining to reduce costs of e-management• Allow Libraries choice of e-resource management and systems• Libraries ‘outsourcing’ their subscription management to the Agent• Agents negotiating with Publishers to benefit both Customer and

Publisher• Publishers benefiting from Agents • High Contact, Communication, Reducing Costs and offering Choice• Agents Paying for themselves by delivering cost reductions• Libraries choosing to move to Agent for their value not price• Libraries paying for this service• WIN - WIN

Agents in the Future

• Deliver value and flexibility

• Deliver technology to aid not replace customer service

• PRIMARILY: Deliver Customer Service

• Regain Trust of the Library to outsource to the Agent

Moving into 21st Century but with values maintained from

Questions?