V1	V2	V3	V7	V8	V9	V10	Q1	Q2	Q2_TEXT	Q3_1	Q3_2	Q3_3	Q3_4	Q3_5	Q3_5_TEXT	Q4	Q5	Q6_1	Q6_2	Q6_3	Q6_5	Q6_5_TEXT	Q7	Q8	Q9	Q9_TEXT	Q10_1	Q10_2	Q10_3	Q10_4	Q10_5	Q10_6	Q10_7	Q10_7_TEXT	Q10_9	Q11_1	Q11_2	Q11_3	Q11_4	Q11_5	Q11_6	Q11_7	Q11_7_TEXT	Q11_8	Q12_1	Q12_2	Q12_3	Q12_4	Q12_5	Q12_6	Q12_x1	Q12_x2	Q12_x3	Q12_x4	Q12_x5	Q12_x6	Q12_x7	Q12_x7_TEXT	Q12_x8	Q13	Q13_TEXT	Q14_1	Q14_3	Q14_4	Q14_5	Q14_5_TEXT	Q14_6	Q15_1	Q15_2	Q15_3	Q15_4	Q15_6	Q15_7	Q15_7_TEXT	Q16_1	Q16_2	Q16_3	Q16_4	Q16_5	Q17_1	Q17_2	Q17_3	Q17_4	Q17_4_TEXT	Q17_5	Q17_10	Q17_11	Q18_3	Q18_4	Q18_5	Q18_6	Q18_7	Q18_8	Q18_9	Q18_9_TEXT	Q18_10	Q18_11	Q19_1	Q19_2	Q19_3	Q19_4	Q19_5	Q19_6	Q19_7	Q19_8	Q19_8_TEXT	Q19_9
ResponseID	ResponseSet	Name	Status	StartDate	EndDate	Finished	These survey results will be used to evaluate profession-wide trends in the library-vendor relati...	What is your position at your company?	What is your position at your company?-TEXT	How do you gather information about your library customers? Select all that apply.-Reviewing the Library's web site	How do you gather information about your library customers? Select all that apply.-Looking at internal systems for purchasing history	How do you gather information about your library customers? Select all that apply.-Checking the news for changes in the budget for the states in which the library is located	How do you gather information about your library customers? Select all that apply.-Talking with librarians at the institution	How do you gather information about your library customers? Select all that apply.-Other	How do you gather information about your library customers? Select all that apply.-Other-TEXT	What would help you better understand a library's specific needs?	What would help you more efficiently understand a library's specific needs?	How does your company pass on information to new sales/customer service representatives assigned...-Internal database information	How does your company pass on information to new sales/customer service representatives assigned...-Cross-training with previous representatives	How does your company pass on information to new sales/customer service representatives assigned...-Begin from scratch with new representatives	How does your company pass on information to new sales/customer service representatives assigned...-Other	How does your company pass on information to new sales/customer service representatives assigned...-Other-TEXT	Do you have an MLIS or equivalent degree?	Have you ever worked in a library?	How often do you contact customers?	How often do you contact customers?-TEXT	Does your company have a preferred method for you to contact customers? Select all that apply.-Email	Does your company have a preferred method for you to contact customers? Select all that apply.-Telephone	Does your company have a preferred method for you to contact customers? Select all that apply.-Mail	Does your company have a preferred method for you to contact customers? Select all that apply.-In person site visit	Does your company have a preferred method for you to contact customers? Select all that apply.-In person meetings at professional conferences	Does your company have a preferred method for you to contact customers? Select all that apply.-Web conference	Does your company have a preferred method for you to contact customers? Select all that apply.-Other	Does your company have a preferred method for you to contact customers? Select all that apply.-Other-TEXT	Does your company have a preferred method for you to contact customers? Select all that apply.-No Preference	What is your personal preferred method for contacting customers? Select all that apply.-Email	What is your personal preferred method for contacting customers? Select all that apply.-Telephone	What is your personal preferred method for contacting customers? Select all that apply.-Mail	What is your personal preferred method for contacting customers? Select all that apply.-In person site visit	What is your personal preferred method for contacting customers? Select all that apply.-In person meetings at professional conferences	What is your personal preferred method for contacting customers? Select all that apply.-Web conference	What is your personal preferred method for contacting customers? Select all that apply.-Other	What is your personal preferred method for contacting customers? Select all that apply.-Other-TEXT	What is your personal preferred method for contacting customers? Select all that apply.-No preference	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	#NAME?	"When working with new customers, do you routinely determine their preferred method of communication?"	"When working with new customers, do you routinely determine their preferred method of communication?-TEXT"	"When contacting customers, what falls within the scope of your role? Select all that apply.-To sell products and/or subscriptions"	"When contacting customers, what falls within the scope of your role? Select all that apply.-To advertise new products or services"	"When contacting customers, what falls within the scope of your role? Select all that apply.-To share news of product or platform updates"	"When contacting customers, what falls within the scope of your role? Select all that apply.-Other"	"When contacting customers, what falls within the scope of your role? Select all that apply.-Other-TEXT"	"When contacting customers, what falls within the scope of your role? Select all that apply.-To learn about current and upcoming needs of customers"	What services does your company’s management system include? Select all that apply.-Automatic invoicing	What services does your company’s management system include? Select all that apply.-Payment history	What services does your company’s management system include? Select all that apply.-Subscription collection details (entitlement reports)	What services does your company’s management system include? Select all that apply.-Customer preferences for communication	What services does your company’s management system include? Select all that apply.-Notes	What services does your company’s management system include? Select all that apply.-Other	What services does your company’s management system include? Select all that apply.-Other-TEXT	How familiar are you with the following?-The mission of academic libraries	How familiar are you with the following?-Web scale discovery services	How familiar are you with the following?-Link resolvers	How familiar are you with the following?-KnowledgeBases	How familiar are you with the following?-Metadata/Indexing	Which methods are used by your company to establish subscription and purchase prices for librarie...-Full Time Equivalency (FTE)	Which methods are used by your company to establish subscription and purchase prices for librarie...-Carnegie Classification	Which methods are used by your company to establish subscription and purchase prices for librarie...-Materials budget	Which methods are used by your company to establish subscription and purchase prices for librarie...-Other	Which methods are used by your company to establish subscription and purchase prices for librarie...-Other-TEXT	"Which methods are used by your company to establish subscription and purchase prices for librarie...-Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"	Which methods are used by your company to establish subscription and purchase prices for librarie...-Prices are the same for all libraries	Which methods are used by your company to establish subscription and purchase prices for librarie...-Degree programs offered	What types of discounts does your company offer? Select all that apply.-End-of-calendar year sales	What types of discounts does your company offer? Select all that apply.-End-of-fiscal year sales	What types of discounts does your company offer? Select all that apply.-New product discounts	What types of discounts does your company offer? Select all that apply.-Purchases of multiple products	What types of discounts does your company offer? Select all that apply.-Purchases by groups of libraries/consortia	What types of discounts does your company offer? Select all that apply.-Holidays	What types of discounts does your company offer? Select all that apply.-Other	What types of discounts does your company offer? Select all that apply.-Other-TEXT	What types of discounts does your company offer? Select all that apply.-Customer loyalty	What types of discounts does your company offer? Select all that apply.-Multi-year commitment	What pressures do you face in your work? Select all that apply.-Higher sales volume	What pressures do you face in your work? Select all that apply.-More regular contact with customers	What pressures do you face in your work? Select all that apply.-Responding to customer service requests	What pressures do you face in your work? Select all that apply.-Price negotiations	What pressures do you face in your work? Select all that apply.-Travel to conferences and customer sites	What pressures do you face in your work? Select all that apply.-Managing the varying needs of different kinds of academic libraries	What pressures do you face in your work? Select all that apply.-Keeping current with my company's products	What pressures do you face in your work? Select all that apply.-Other	What pressures do you face in your work? Select all that apply.-Other-TEXT	"What pressures do you face in your work? Select all that apply.-Internal issues (i.e. product functionality, messaging, customer focus)"
R_2ykYfwU7YXWjI0g	Default Response Set	Anonymous	0	11/12/2015 18:53	11/12/2015 19:01	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution	Other	Attending conferences		"I always appreciate when librarians are honest with me, whether the feedback is good or bad. Any response is always appreciated! And it helps me know what to bring to their attention when the time is right."	Internal database information	Cross-training with previous representatives				Yes	No	Once a month		Email	Telephone		In person site visit	In person meetings at professional conferences					Email			In person site visit	In person meetings at professional conferences					5	4	2	6	1	3										Yes		To sell products and/or subscriptions		To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes			Familiar	Familiar	Familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)	Carnegie Classification											Purchases by groups of libraries/consortia		Other			Multi-year commitment	Higher sales volume	More regular contact with customers	Responding to customer service requests	Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products	Other		"Internal issues (i.e. product functionality, messaging, customer focus)"
R_293LUX1ya8G61yb	Default Response Set	Anonymous	0	11/12/2015 18:49	11/12/2015 21:27	1	1	Account manager		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution	Other	"Listserv, professional journals, conference attendance"	"When library personnel are as clear and honest as possible with their questions, concerns, and circumstances"	It helps when someone from the library reach out with questions or concerns right away	Internal database information	Cross-training with previous representatives		Other	"Talking with colleagues, visiting with colleagues, conference attendence"	Yes	Yes	Other	Depends on a number of factors	Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference				Email			In person site visit	In person meetings at professional conferences					3	1	4	5	6	2										Yes			To advertise new products or services	To share news of product or platform updates	Other	Help solve problems with existing products and workflows	To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes			Familiar	Familiar	Familiar	Familiar	Somewhat familiar	Full Time Equivalency (FTE)	Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"	Prices are the same for all libraries													More regular contact with customers	Responding to customer service requests		Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products	Other	Staying current with publishing and information technology	"Internal issues (i.e. product functionality, messaging, customer focus)"
R_3FRuS354zIZONO4	Default Response Set	Anonymous	0	11/12/2015 22:03	11/12/2015 22:12	1	1	Other	General Manager		Looking at internal systems for purchasing history		Talking with librarians at the institution			Internal data and direct contact with leading librarians	contact with leading librarians	Internal database information	Cross-training with previous representatives				Yes		Once a week		Email	Telephone		In person site visit	In person meetings at professional conferences					Email	Telephone		In person site visit						2	5	1	3	4	6										Yes		To sell products and/or subscriptions					To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)					Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)	Carnegie Classification					Prices are the same for all libraries					Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume			Price negotiations			Keeping current with my company's products			
R_3iR2ZBX9FByhmwZ	Default Response Set	Anonymous	0	11/13/2015 5:19	11/13/2015 5:21	1	1																																																																																																				
R_12sT9R9Ls2FwdvR	Default Response Set	Anonymous	8	11/13/2015 5:26	11/13/2015 5:27	1	1																																																																																																				
R_3NzbJOlSjLQFXO4	Default Response Set	Anonymous	0	11/13/2015 6:30	11/13/2015 6:37	1	1	Other	Library Sales Coordinator	Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located				For Librarians to be more forthright about their needs and budgets	See above	Internal database information					No	No	Other	Daily	Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference				Email	Telephone								1	3	4	6	2	5										Yes					Other	Licensing and Sales Support Backup				Subscription collection details (entitlement reports)	Customer preferences for communication	Notes			Familiar	Somewhat familiar	Somewhat familiar	Unfamiliar	Somewhat familiar	Full Time Equivalency (FTE)	Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"				End-of-fiscal year sales	New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume	More regular contact with customers		Price negotiations	Travel to conferences and customer sites		Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_cZ6373hBUHtYaWd	Default Response Set	Anonymous	0	11/13/2015 6:42	11/13/2015 6:49	1	1	Other	Sales Director	Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution			"Each institution is so different - I don't know that there is a better way.  At each library, we need to find out holdings (which is difficult), politics, collections policy, materials budget information, consortia membership, etc."		Internal database information	Cross-training with previous representatives				No	Yes	Other	2-3 times a week	Email	Telephone		In person site visit	In person meetings at professional conferences						Telephone								2	5	4	6	1	3										Other	"we ask, and find that email and quarterly calls seem to work best."	To sell products and/or subscriptions			Other	To learn what my competitors are doing.	To learn about current and upcoming needs of customers		Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Familiar	Familiar	Familiar	Familiar				Other	"We have list pricing, but take into account all of the above information to negotiate a price."				End-of-calendar year sales	End-of-fiscal year sales	New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume	More regular contact with customers		Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_25vKiIiHzQCBQAG	Default Response Set	Anonymous	0	11/13/2015 6:53	11/13/2015 7:01	1	1	Other	Marketing and Sales	Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution			"More demographic information, ILS system used, curriculum growth areas"	Clear communication path the both the decision makers and the technical implementers	Internal database information	Cross-training with previous representatives				Yes	Yes	2-3 Times a month		Email			In person site visit	In person meetings at professional conferences					Email	Telephone			In person meetings at professional conferences					3	5	4	6	1	2										Yes		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates	Other	engender customer loyalty	To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)					"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"			End-of-calendar year sales	End-of-fiscal year sales	New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume	More regular contact with customers		Price negotiations		Managing the varying needs of different kinds of academic libraries				"Internal issues (i.e. product functionality, messaging, customer focus)"
R_Y6pVP5JtLiwObMl	Default Response Set	Anonymous	0	11/13/2015 7:16	11/13/2015 7:21	1	1	Other	library relations	Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			websites that are easier to navigate; time with librarians to discuss needs	a single portal of information; easy to locate contact information	Internal database information					No	No	Other	it depends on the customer	Email				In person meetings at professional conferences					Email			In person site visit	In person meetings at professional conferences					3	2	5	6	4	1										I only gather this information if it is suggested by the library									Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)	Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"		Degree programs offered		End-of-fiscal year sales	New product discounts		Purchases by groups of libraries/consortia						Higher sales volume	More regular contact with customers	Responding to customer service requests	Price negotiations		Managing the varying needs of different kinds of academic libraries				
R_YX2c0Es6ODxDBKx	Default Response Set	Anonymous	0	11/13/2015 9:57	11/13/2015 10:03	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			Honest and clear communication from the librarian.	Same as above.	Internal database information	Cross-training with previous representatives				No	No	Other	varies by type of customer	Email	Telephone	Mail	In person site visit	In person meetings at professional conferences					Email	Telephone		In person site visit	In person meetings at professional conferences					4	2	6	5	1	3										I only gather this information if it is suggested by the library		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Familiar	Familiar	Familiar	Familiar				Other	"locations, but looking at new models"							Purchases of multiple products	Purchases by groups of libraries/consortia									Price negotiations				Other	The misunderstanding that all publishers are alike.	
R_2rJk64oB6J3GCFT	Default Response Set	Anonymous	0	11/13/2015 10:05	11/13/2015 10:07	1	1																																																																																																				
R_3n6grMNCIh4JyH8	Default Response Set	Anonymous	0	11/13/2015 10:01	11/13/2015 11:26	1	1	Account manager		Reviewing the Library's web site			Talking with librarians at the institution			Visit with Library Director and staff	Review existing publications and discuss online access needs etc.	Internal database information	Cross-training with previous representatives				No	No	Other	As often as needed	Email	Telephone		In person site visit		Web conference				Email									6	2	3	5	4	1										Yes		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates	Other	Customer Service	To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes	Other	Title Notification Feeds	Familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)	Carnegie Classification		Other	Mix of titles	"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"						Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume	More regular contact with customers	Responding to customer service requests	Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products	Other	Management DIfferences	"Internal issues (i.e. product functionality, messaging, customer focus)"
R_2Y9c72NgfYMJdkg	Default Response Set	Anonymous	0	11/13/2015 13:36	11/13/2015 13:42	1	1	Other	Library Technical Services Specialist	Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution	Other	Conference sessions and listserv activity 	I used to be a librarian and continue to moonlight reference shifts during the weekend.  I also speak to  librarians on a regular basis.	More interaction with vendors.  Deconstructing the  perceived notions that vendors are only in it for the profit.	Internal database information	Cross-training with previous representatives				Yes	Yes	2-3 Times a month		Email	Telephone			In person meetings at professional conferences	Web conference					Telephone		In person site visit	In person meetings at professional conferences					5	4	2	3	6	1										I only gather this information if it is suggested by the library				To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)					Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)		Materials budget			"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"			End-of-calendar year sales	End-of-fiscal year sales	New product discounts	Purchases of multiple products					Customer loyalty	Multi-year commitment			Responding to customer service requests			Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_DTRxJ2Megj10Wfn	Default Response Set	Anonymous	0	11/14/2015 10:24	11/14/2015 10:32	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			Annual meetings that cover both short-term (1 year) and long-term (3-5 years) library plans and initiatives.		Internal database information	Cross-training with previous representatives				Yes	Yes	Other	As appropriate for each customer					In person meetings at professional conferences									In person meetings at professional conferences					5	6	3	2	1	4										Yes		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers		Payment history			Notes			Familiar	Familiar	Familiar	Somewhat familiar	Familiar						"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"						Purchases of multiple products						Multi-year commitment	Higher sales volume						Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_2aJ1Mrd2PwFlgZd	Default Response Set	Anonymous	0	11/16/2015 5:33	11/16/2015 5:38	1	1	Other	"Director, Sales, Marketing and Member Services"		Looking at internal systems for purchasing history		Talking with librarians at the institution	Other	library committee	More direct communication via library committees/consortia	same as above	Internal database information	Cross-training with previous representatives				No	No	Other	as needed	Email	Telephone			In person meetings at professional conferences					Email	Telephone		In person site visit	In person meetings at professional conferences																				I only gather this information if it is suggested by the library		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history		Customer preferences for communication				Familiar	Somewhat familiar	Familiar	Familiar	Familiar				Other	membership		Prices are the same for all libraries					Purchases of multiple products	Purchases by groups of libraries/consortia		Other	membership		Multi-year commitment		More regular contact with customers								"Internal issues (i.e. product functionality, messaging, customer focus)"
R_vjfPUrKYtLqqrUB	Default Response Set	Anonymous	0	11/16/2015 6:07	11/16/2015 6:12	1	1	Other	Editor		Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located				More communication between librarians and non-sales representatives (direct conversations between editors and librarians)	More communication between librarians and non-sales representatives (direct conversations between editors and librarians)	Internal database information	Cross-training with previous representatives				No	No	Other	Daily	Email	Telephone		In person site visit	In person meetings at professional conferences					Email			In person site visit	In person meetings at professional conferences					4	5	3	2	6	1										I only gather this information if it is suggested by the library		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes			Somewhat familiar	Unfamiliar	Unfamiliar	Unfamiliar	Unfamiliar							Prices are the same for all libraries								Other	N/A			Higher sales volume	More regular contact with customers	Responding to customer service requests	Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_sU3JyQYdOI55s53	Default Response Set	Anonymous	0	11/16/2015 6:42	11/16/2015 6:52	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution			"discussions with the appropriate decision makers, budget allocations, how budgets are requested if there is something you feel fits a direct need/pain, political situation with administration and state, staff changes/turnovers"	"I understand some of these may be time consuming for the library, but an org charge that tracks changes to see when folks leave and when folks arrive.  quarterly/bi-yearly phone calls to debrief changes or updates.    Unfortunately, the most valuable way to gather information is from a phone call, unless perhaps we forward questions ahead of time and schedule a call after to debrief the answers and discuss solutions to those questions/needs"	Internal database information	Cross-training with previous representatives				Yes		Once a quarter		Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference				Email	Telephone			In person meetings at professional conferences	Web conference				4	5	3	6	2	1										Yes		To sell products and/or subscriptions	To advertise new products or services				To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes			Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)					"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"			End-of-calendar year sales	End-of-fiscal year sales	New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia				Customer loyalty	Multi-year commitment	Higher sales volume	More regular contact with customers								"Internal issues (i.e. product functionality, messaging, customer focus)"
R_1pWIhDQYH0ityYm	Default Response Set	Anonymous	0	11/16/2015 7:14	11/16/2015 7:20	1	1	Other	Marketing manager	Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			"Seeing the context of the feature request. Sometimes when I know what problem people are trying to solve, I can respond better than to specific feature requests of ""we need this button to be blue."""	If we had internal systems that could feed the results of internal conversations into more 360 communications applications	Internal database information			Other	email	No	No	Once a week										No Preference	Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference				2	3	5	4	6	1										Yes				To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history		Customer preferences for communication	Notes			Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)					"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"					New product discounts		Purchases by groups of libraries/consortia					Multi-year commitment		More regular contact with customers	Responding to customer service requests		Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_XS2qfwGSFUv7nJn	Default Response Set	Anonymous	0	11/16/2015 7:39	11/16/2015 7:45	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution					Internal database information	Cross-training with previous representatives				Yes	Yes	Other	"Or more often, depending on the customer"	Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference				Email	Telephone		In person site visit	In person meetings at professional conferences					1	4	2	6	5	3										Yes		To sell products and/or subscriptions	To advertise new products or services				To learn about current and upcoming needs of customers		Payment history		Customer preferences for communication	Notes			Familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Familiar				Other									Purchases by groups of libraries/consortia					Multi-year commitment		More regular contact with customers			Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries				
R_3HGMnkwCB8Wi1nn	Default Response Set	Anonymous	0	11/16/2015 7:49	11/16/2015 7:57	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			"Communication! Many librarians are great at taking their time to discuss their library's needs with me, but an equal number are impatient and don't want to talk, or don't answer the phone or return e-mails at all."	"Let me know what works for you. Do you prefer phone or e-mail? Do you want specific sale information, or want to know about anything new? Etc."	Internal database information	Cross-training with previous representatives				No	No	Once a quarter			Telephone									Telephone		In person site visit	In person meetings at professional conferences					2	4	1	5	6	3										Yes		To sell products and/or subscriptions		To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)					"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"				End-of-fiscal year sales	New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia	Holidays					Higher sales volume	More regular contact with customers	Responding to customer service requests	Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_Rn7iWLlzl6i5hxn	Default Response Set	Anonymous	0	11/16/2015 8:34	11/16/2015 8:42	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			Budgets and which content areas they are looking to fill	information on lib. websites (under Acquisitions or Collections?)	Internal database information	Cross-training with previous representatives				No	No	Once every 6 months		Email	Telephone		In person site visit						Email			In person site visit	In person meetings at professional conferences					5	2	4	6	1	3										No		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates	Other	training and feedback on existing products	To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)		Notes	Other	IP addresses	Familiar	Somewhat familiar	Somewhat familiar	Unfamiliar		Full Time Equivalency (FTE)			Other	Country/Income level	"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"					New product discounts		Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume	More regular contact with customers	Responding to customer service requests	Price negotiations	Travel to conferences and customer sites			Other	Balancing OA initiatives with income generation (sustainability)	
R_30wKE9zGRz0qRJy	Default Response Set	Anonymous	0	11/16/2015 10:23	11/16/2015 10:47	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			"Aquisitions guides for subject areas, acquisitions guides for electronic resources"		Internal database information	Cross-training with previous representatives				Yes	No	Other	More than once a month	Email	Telephone			In person meetings at professional conferences					Email	Telephone		In person site visit	In person meetings at professional conferences					3	5	6	4	1	2										I only gather this information if it is suggested by the library		To sell products and/or subscriptions	To advertise new products or services				To learn about current and upcoming needs of customers		Payment history		Customer preferences for communication	Notes			Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)	Carnegie Classification							End-of-calendar year sales	End-of-fiscal year sales	New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia				Customer loyalty	Multi-year commitment	Higher sales volume			Price negotiations	Travel to conferences and customer sites		Keeping current with my company's products			
R_3kv5zPZ6LmPP5SA	Default Response Set	Anonymous	0	11/16/2015 13:34	11/16/2015 13:39	1	1	Other	VP Account Mgt	Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			Understanding the prioritization of collection development and the decision making process for new acquisitions.		Internal database information	Cross-training with previous representatives				No	No	Once a quarter		Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference							In person site visit	In person meetings at professional conferences					5	4	3	6	1	2										Yes		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers						Other	NA for us	Familiar	Familiar	Somewhat familiar	Familiar	Familiar		Carnegie Classification										Purchases of multiple products						Multi-year commitment										
R_2uVtVT6TBgkFY0r	Default Response Set	Anonymous	0	11/16/2015 14:34	11/16/2015 14:43	1	1	Account manager		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution			collection development policy & current subject areas of need/growth	Fast facts about degree programs and research areas with relevant FTE	Internal database information					No	No	Other	"as needed, at least once per year"									No Preference	Email				In person meetings at professional conferences					3	6	2	1	4	5										I only gather this information if it is suggested by the library		To sell products and/or subscriptions		To share news of product or platform updates					Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)	Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"						Purchases of multiple products	Purchases by groups of libraries/consortia								Responding to customer service requests	Price negotiations		Managing the varying needs of different kinds of academic libraries				"Internal issues (i.e. product functionality, messaging, customer focus)"
R_2dmqqzttB8aO3mn	Default Response Set	Anonymous	0	11/17/2015 7:45	11/17/2015 7:50	1	1	Other	M D	Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			More direct contact	More direct contact or information via subs agents				Other		No	No	Once a year		Email				In person meetings at professional conferences					Email	Telephone		In person site visit																					Yes		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)					Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)														Other				Higher sales volume	More regular contact with customers	Responding to customer service requests		Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			
R_1IFaibXcu4xq63R	Default Response Set	Anonymous	0	11/17/2015 12:52	11/17/2015 13:01	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution			Regular contact with a named librarian 	Regular contact with a named librarian 	Internal database information					Yes	No	Other	Varies depending on size of customer									No Preference	Email	Telephone		In person site visit	In person meetings at professional conferences					3	2	6	5	1	4										Yes		To sell products and/or subscriptions		To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes	Other	Usage and denials	Familiar	Familiar	Familiar	Familiar	Familiar		Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"		Degree programs offered			New product discounts	Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment			Responding to customer service requests	Price negotiations	Travel to conferences and customer sites					
R_3k2fq3pzs55tE69	Default Response Set	Anonymous	0	11/17/2015 13:51	11/17/2015 13:55	1	1	Other	VP Marketing	Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution			Honesty instead of smoke screens	Same as above.	Internal database information					No	No	2-3 Times a month		Email	Telephone	Mail	In person site visit	In person meetings at professional conferences					Email									2	4	6	5	1	3										Yes		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history						Familiar	Somewhat familiar	Somewhat familiar	Unfamiliar	Somewhat familiar						"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"	Prices are the same for all libraries		End-of-calendar year sales	End-of-fiscal year sales		Purchases of multiple products	Purchases by groups of libraries/consortia						Higher sales volume				Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries				
R_dailyM5ZXI4UZG5	Default Response Set	Anonymous	0	11/18/2015 12:56	11/18/2015 13:07	1	1	Account manager						Other	All the above	Added time for direct conversations / dialog with Librarians at the institution.		Internal database information					No	No	Other	"daily contact 80% by email, 20% in-person/phone"	Email	Telephone		In person site visit	In person meetings at professional conferences					Email	Telephone		In person site visit	In person meetings at professional conferences					5	1	6	4	3	2										I only gather this information if it is suggested by the library		To sell products and/or subscriptions	To advertise new products or services	To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)					Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Somewhat familiar	Full Time Equivalency (FTE)		Materials budget			"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"		Degree programs offered		End-of-fiscal year sales		Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment	Higher sales volume		Responding to customer service requests	Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries	Keeping current with my company's products			"Internal issues (i.e. product functionality, messaging, customer focus)"
R_6qZlI1f8wPAqH2J	Default Response Set	Anonymous	0	11/19/2015 1:45	11/19/2015 1:56	1	1	Sales representative		Reviewing the Library's web site	Looking at internal systems for purchasing history		Talking with librarians at the institution			Honest conversation about those needs	See above	Internal database information	Cross-training with previous representatives	Begin from scratch with new representatives			Yes	Yes	Other	Depending on needs and size of an account	Email			In person site visit	In person meetings at professional conferences					Email				In person meetings at professional conferences																				Yes		To sell products and/or subscriptions		To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)	Customer preferences for communication	Notes			Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)	Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"		Degree programs offered			New product discounts		Purchases by groups of libraries/consortia				Customer loyalty			More regular contact with customers	Responding to customer service requests		Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries				
R_3PZ8j2N9o0IBRXS	Default Response Set	Anonymous	0	11/12/2015 21:55	11/12/2015 21:56	0	1																																																																																																				
R_10Z7UH9RZaj9VsX	Default Response Set	Anonymous	0	11/13/2015 7:42	11/13/2015 7:44	0	1																																																																																																				
R_3pm4e0y44T7PvTC	Default Response Set	Anonymous	0	11/13/2015 9:58	11/13/2015 14:04	0	1	Account manager		Reviewing the Library's web site	Looking at internal systems for purchasing history	Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution	Other				Internal database information	Cross-training with previous representatives	Begin from scratch with new representatives			Yes	Yes			Email	Telephone		In person site visit	In person meetings at professional conferences	Web conference				Email	Telephone		In person site visit																																																																				
R_3yYsN89OwStRIxX	Default Response Set	Anonymous	0	11/16/2015 7:51	11/16/2015 7:54	0	1	Other	Sales Director	Reviewing the Library's web site		Checking the news for changes in the budget for the states in which the library is located	Talking with librarians at the institution	Other	Subscription Agents								No	Yes	Other	Once a year or more depending on the situation	Email	Telephone			In person meetings at professional conferences					Email	Telephone			In person meetings at professional conferences																																																																			
R_1N4BicQIr492Q8h	Default Response Set	Anonymous	0	11/23/2015 8:44	11/23/2015 8:47	1	1	Account manager			Looking at internal systems for purchasing history		Talking with librarians at the institution					Internal database information	Cross-training with previous representatives				No	No	Once a week		Email	Telephone			In person meetings at professional conferences					Email				In person meetings at professional conferences																				No		To sell products and/or subscriptions		To share news of product or platform updates			To learn about current and upcoming needs of customers	Automatic invoicing	Payment history	Subscription collection details (entitlement reports)		Notes			Familiar	Familiar	Familiar	Familiar	Familiar	Full Time Equivalency (FTE)	Carnegie Classification				"Library type (community college, four year undergraduate, PhD granting, public, private, etc.)"		Degree programs offered		End-of-fiscal year sales		Purchases of multiple products	Purchases by groups of libraries/consortia					Multi-year commitment				Price negotiations	Travel to conferences and customer sites	Managing the varying needs of different kinds of academic libraries				"Internal issues (i.e. product functionality, messaging, customer focus)"
R_xDydjHgdnEmdBmN	Default Response Set	Anonymous	0	11/20/2015 18:58	11/20/2015 19:00	0	1