2. UK Roundtable July 2007

3. Agenda  Seller Rating – details and updates 2.Communication and Marketing 3.Bookseller Survey Results

4. 1. Seller Ratings  Why a completion based bookseller rating system ?  Main elements of the rating system  Bookseller Ratings details  Timeline & new updates for the buyer launch  Completion rate tips

5. a. Why a completion based seller rating system? When purchasing via the internet buyers needs to be confident that they will receive their orders. Low completion rates drive away customers, hurt fellow sellers and reduce revenues

6. b. Five Main Elements of New Bookseller Rating System Based on Completion Rate, NOT on customer appraisal Bookseller Rating is displayed in Ratings Tracker on sellers‘ accounts with similar functions as Stat Tracker Sellers can request a status change of an order if they feel it should not be included in their rating Extensive help documentation is available Bookseller Completion Rate (in %) is converted into a Star Rating

7. c. Star Rating will visualise completion rates to buyers

8. c. Exposure of Full Details in your Member’s Menu via Ratings Tracker Select month(s), view CR in % and order details Request Status Change for an order

9. c. What orders are included in the completion calculation NEW!

10. d. Timeline Phase 1 : May 30th 07Launch to sellers 30th May 07 Phase 2 : June- July 07Test and analysis phase with room for fine-tuning and updates Phase 3 : July 23 rd 07Roll-in of amended version based on seller feedback Phase 4 : a few days later Launch to buyers – end July Phase 5 : continuingCollect buyer feedback Phase 6 : Long TermLook at how we can add further rating criteria

11. Orders rejected for extra shipping will not be calculated in the ratings d. New updates for the buyer launch Clear explanation for buyers – link to “What is this?”feature next to [Bookseller Rating] “AbeBooks Bookseller Since: ***” field and ‘Trust’ information with the bookseller information

12. e. Completion Rate Tips Books not updated regularly enough - sold books still online Sellers cancelling orders when they suspect fraud Buyers do not pay or do not accept extra shipping charges  Regular inventory updates  Daily deletes via OIMs or delnum files  Do not delete books in HomeBase – mark them as Sold  To do a complete up date of your file,request a purge trigger  Please contact Customer Service who can investigate this for you  Fraud orders will not influence your seller rating  Having listened to sellers feedback, we have now updated the system to ensure that orders where the buyer rejects the extra shipping will not be included in the seller rating

13. TIPP 1: Purge Trigger Click here before you replace your old file (not necessary for HomeBase users)

14. TIPP 2: Delnum Files Create txt-file, that contains books you want to have deleted Each book number must be on a line by itself The file should be named delnum.txt or delnum.tab The extension (.txt,.tab...) should match the custom conversion we have set up for you, if there is one Upload the delnum file via your Member‘s Menu

15. TIPP 3: Delete Books Online 1. Mark the book here 2. Click here

16. TIPP 4: Mark books as sold in HomeBase Change status to „Sold“ in order to delete books online

17. The New Rating System will: Reward professional sellers Give the incentive to sellers with low completion rates to improve Increase sellers‘ net revenue Improve buyers‘ confidence in online purchases Attract new customers who are used to rating systems as an industry standard

18. 2. Communication and Marketing  How do we communicate with our booksellers  Improving Communication  Bookseller Blog Interactive Webpage  Marketing

19. a. How do we communicate with our booksellers? Regular Newsletters Bookseller Forum Roadshows & Book Fairs Customer Service NEW: Bookseller Blog Bookseller Surveys Many communication channels  >3,000 participants in 2006 survey  Monthly Schedule  Special Bulletins  Meet fellow booksellers  Up-To-Date Information  Available in all languages  Meet us in person  2 Roadshows / Year  4 Events / Year  5 language telephone support during office hrs  Callback request

20. b. Improving Communication The AbeBooks communication challenge:  Communication in English, French, German, Italian & Spanish  The Bookseller Forum is only available in English with focus on NA topics  Newsletters can not be sent on a daily basis

21. In March this year AbeBooks.co.uk and.de began using Blogs to communicate with booksellers. Advantages:  The blog can be updated immediately with new or updated information.  New blogs can easily be set up in different languages we currently have one for all sites (EN, DE, FR, ES, IT)  Sellers can subscribe to an RSS feed, which provides them with the newest updates without having to visit the blog. b. Bookseller Blog

22. c. Interactive Webpage for UK Booksellers Select to view a specific month and view older postings View only the post you want to read Browse the posts by category Read the most recent posts only Access the new Bookseller Help Blog

23. d. 2007: Marketing Regular print advertising in UK magazines -BBC History Magazine -Antiques & Collectables -Country Life -London Review of Books -New Statesman -Rare Book Review -Slightly Foxed -Spectator -Gramophone -The Guardian -Times Literary Supplement -Prospect