Library Relations, Sales, and Customer Relations promote the dissemination of our books and journals throughout the world and provide excellent customer-focused service in the process. As part of our series on Journals Publishing, we’re highlighting these two divisions.
Library Relations and Sales
Our Library Relations and Sales team focuses on library needs and sales internationally. Today, people in 86 countries have access to our content as a result of their sales efforts, agreements with consortia, and initiatives to extend free or affordable access to developing nations. Duke University Press seeks to be a trusted partner of the global library community through face-to-face meetings at conferences, participation in library and industry committees, and transparent communication. The library relations team attends around a dozen international and domestic library conferences each year, allowing us to understand and anticipate customer needs.
“One of the nicest things about library conferences is the opportunity to finally meet a librarian in person after years of e-mails. Face-to-face conversations about usage reporting or budget constraints can be so productive. The frank exchange of information helps us be as responsive as possible to librarians’ concerns.” – Kim Steinle, Library Relations and Sales Manager
“Conferences give me the chance to absorb the library culture. We love to learn about librarians’ challenges, successes, new trends, and what they want most out of their content. It’s exciting to have these conversations in person and really witness their energy.” – Kendall McKenzie, Library Sales Specialist
Our Customer Relations team interacts with nearly every department at Duke University Press and is responsible for implementing technical access and sales. Additionally, they are often the first point of contact between our organization and our customers. They focus on providing high-level technical support for our digital products.
“My favorite thing about being in customer relations is interacting one-on-one with our customers. While processing desk/exam copies, customers often ask me for recommendations for books based on the subject matter they teach, and I love it when I can find a book or two that sparks their interest. Customers often tell me how they admire DUP for the fresh and innovative content we publish, and I really enjoy being on the front lines of that excitement.” – Katie Pegram, Customer Relations Representative
“Customer Relations receives a lot of urgent requests, from access issues to orders with upcoming deadlines. The urgency often leaves customers worried about how long it will take to get an answer and whether their needs will be met. It’s very rewarding to see their relief when we are able to give them a quick and easy resolution.” – Rebecca Hambleton, Digital Access and Books Specialist
“I really enjoy the diversity of our customer base from librarians, agents, and consortia, to individuals and bookstores. Building relationships with all these types of customers is a key part to any business. Duke University Press is still small enough that we can build these relationships by providing a very personalized experience.” – Amber Cary, Digital Access and Journals Specialist
Library Relations and Sales and Customer Relations together work very closely with our Marketing department to listen to the needs of our customers and partners. Read more about Journals Marketing in a previous post.