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Who Do We Trust? A Vendor Perspective Charleston Conference November 4th, 2010

Who Do We Trust? A Vendor Perspective Charleston Conference November 4th, 2010. Dean Smith Director, Project MUSE. http://muse.jhu.edu.

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Who Do We Trust? A Vendor Perspective Charleston Conference November 4th, 2010

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  1. Who Do We Trust? A Vendor Perspective Charleston Conference November 4th, 2010 Dean Smith Director, Project MUSE http://muse.jhu.edu

  2. “Trust is the expectation that arises within a community of regular, honest, and cooperative behavior, based on commonly shared norms, on the part of other members of that community.” --Francis Fukuyama, Trust and the Creation of Prosperity http://muse.jhu.edu

  3. The evolving trust dynamic between publishers, vendors, and libraries… http://muse.jhu.edu

  4. “Sports Guy” is the “community authority” with 90,735 posts since 2003 Questions? What happens to Who is Sports Guy? http://muse.jhu.edu

  5. Project MUSEBalances the Interests of Publishers and Libraries • Started as a conversation between a publisher and a librarian • A leading content community in the humanities and social sciences – 460 journals, 118 publishers, 2000+ libraries • Over $70 million to publishers and more than $80 million in savings to libraries since 2000 http://muse.jhu.edu

  6. From the session abstract… “The currency of both the scholarly publishing industry and academic librarianship is trust.” http://muse.jhu.edu

  7. Reliability and responsiveness were the most important factors in building and maintaining trust for librarians and publishers MUSE Publishers n=25 MUSE Libraries n=115 http://muse.jhu.edu

  8. MUSE Publishers surveyed value trust over financial arrangements, contract terms, and technical capabilities Trust: 70% Financial: 30% Trust: 70% Contract Terms: 30% Trust: 52% Technical Capabilities: 48% http://muse.jhu.edu

  9. Comments from Publishers… • “Many things are handled through email and ftp sites so trusting in your vendor is very crucial.” • “We view vendors as innocent until proven guilty. In other words, we give them the benefit of the doubt until they act in such a way that erodes our trust.” “No long term relationship will work without trust.” http://muse.jhu.edu

  10. MUSE libraries surveyed value favorable financial arrangements, contract terms, and technical capabilities over trust Financial: 58% Trust: 42% Contract Terms: 56% Trust: 44% Technical Capabilities: 59% Trust: 41% http://muse.jhu.edu

  11. Comments from Librarians… • “The contract "trumps" trust in that it is written (at my institution) with consequences should some parts of it not be fulfilled.” “Trust is built on a number of factors: competency, reliability, reputation; to me it's the outcome of a well run business.” • “Trust is built over time. An initial relationship with a new vendor is not really based on trust - you do some due diligence but it is partly based on contract and partly leap of faith.” http://muse.jhu.edu

  12. Questions for Discussion? 1. What is happening to trust in a down economy between publishers/vendors and libraries? 2. Related to shrinking budgets, does delivering high-quality content to end-users matter as much anymore? Is “good enough” okay? 3. How dowe establish and maintain trustgiven the web’s many disguises? http://muse.jhu.edu

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