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Managing Vendor Relations: A Graduate Course Worth Our Time
Lorraine Busby
In January 2006, a new graduate-level course dealing with librarian/vendor relations was launched at the University of Western Ontario. The course, “Managing Vendor Relations,” explored business connections between librarians and companies providing information resources and services essential to academic library operations.
Getting the Course off the Ground
Prior to the launch of the course, I was asked to construct and teach it, drawing upon my experiences in negotiating and managing information resources and services for the university’s libraries — among Canada’s largest academic libraries. Twenty-two enterprising students in the university’s Master of Library and Information Science program signed up.
While designing the course, I built in two elements that proved key to the curriculum: practical hands-on work, such as visiting publishers’ websites and analyzing toolkits provided there to help aspiring and working librarians; and classroom visits by industry representatives sharing their time and expertise.
Many students entered the course with reservations about dealing with for-profit companies. They worried about their ability as new librarians to work in partnership with account representatives and negotiate fair and balanced agreements with large corporations. Guest speakers ensured the course provided vendor perspectives as well as information on how vendors maintain viability of information services. Classes in which guests spoke were educational while providing an alternative view of issues involved in contracting for services and resources. These classes turned out to be the first time many students had actually met vendor representatives. Speakers came from companies including Elsevier, Swets Information Services and Yankee Book Peddler Services.
Hearing from Elsevier Representatives
In January 2006, Elsevier sent Regional Sales Director Adam Chiaino and Account Manager Kortney Boak to speak about pricing models. After giving a thorough and balanced overview of issues surrounding pricing models, Adam completed the picture with remarks on the ongoing investment needed to sustain stability and reliability of Elsevier’s services. Students were fascinated with the technology and backup
Elsevier has put in place to ensure, to the fullest extent possible, customer access to e-products regardless of power failures or other breaks in service. Adam also outlined Elsevier’s ongoing investment in product development, investment essential for the future of the company and its ability to respond to our information needs. The real value of the visit, however, was in putting a “human face” on Elsevier.
During Adam and Kortney’s visit, students met and interacted with representatives who care about libraries and information services, and welcome librarians’ opinions. This was reflected in students’ enthusiastic feedback after the visit: “Thank you for the guest speakers. Very interesting class today! I really enjoyed the presentation Adam gave!”
The impact of the visit became apparent the following week when, as a course requirement, students attended the Ontario Library Association’s SuperConference. “Knowing” Elsevier representatives gave students confidence to seek out and interact with company representatives in a professional manner. Kortney and Elsevier colleagues Kimberly Hill and Jon Clayborne gave unstintingly of their time to assist the students in completing an exhibit hall assignment — another practical hands-on exercise. For many students, topping by the Elsevier booth was a highlight of their conference experience.
Looking Back and Ahead
By the end of the course, students had gained exposure to industry issues from librarian and vendor perspectives and realized that working in partnership with vendors is both a professional necessity and possible. The most gratifying feedback I received came from two students who said the course dramatically changed their preconceived notions of what vendors do and how sales are made. They enjoyed the experience and learned a tremendous amount in the process. Thanks to all the company representatives who helped make the students’ learning experience valuable and memorable. 
