Shaping, Streamlining and Solidifying the Information Chain in Turbulent Times NASIG 26 th 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 possible is to go beyond them into the impossible.” Arthur C. Clarke

Current Library Landscape MarketLibrary Budgets are slashed or frozen Less staff and resources Continued migration from print to electronic Meeting new, complex demands Pricing continues to increase More responsibility- Usage Statistics, ROI, Search and Discovery New, complex demands- eDeals, Electronic Licensing, Consortia Deals

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 conversation Listen and interact React and implement  Efficiency Decrease workload Increase staff support Maximize budget use  Patron Experience Provide services that appeal to patrons Enhance speed and search capabilities Assist in library marketing 5

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 Standard ONIX-SPS ONIX-SRN  Sales support and administrative efficiency for publishers  Collaboration and research productivity 6

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! 7

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 8

Streamlining- Standards Simplified ONIX – SRN  Serials Release Notification  Communicates publication/electronic availability of serials releases  Currently evolving to include Release/dispatch information Load directly into integrated library systems Pivotal in accurate claiming Eliminates spurious claiming 9

Platform Driven Value Propositions Value Proposition End User Proposition Research Productivity & Collaboration Authoring Services Reaggregation Services Publisher Proposition Sales Support Administrative Efficiency Institution Proposition Selection Management Improved Efficiency Improved End User Services

Solidifying- Customer Service Retain Existing Customers through Unmatched Service  Level of Service Response times Quality of responses  Level of Support Growing Local Department 24/7 Self Service Virtual Training  Incentives Prepayment and Credits Exclusive Promotions Customer Appreciation 11

Solidifying- Market Growth Obtain New Customers with Exceptional Opportunities  Grow Customer Share Better publisher and product distribution analysis Attention to detail Customer incentives and dashboards  Win New Customers Determine targets with the most to gain from our service Showcase variety and flexibility of offerings Increase the overall number of customers  Expand in Additional Markets Government Corporate 12

Increase Customer Satisfaction through Educational Development  Customer Education Webinars Demonstrations Support through Implementation  Decision Support Trial Periods End-User Marketing Training Materials  Discount Opportunities Special Offers Partnerships Bundles 13 Solidifying- Product Promotions

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Thank you for your attention! José Luis Andrade President, Swets Americas