CRIV/Thomson Reuters Spring Call: June 12, 2018

CRIV/Thomson Reuters Spring Call: June 12, 2018

In attendance:  Lea Harpster (TR), Kendel Kirk (TR), Lori Hedstrom (TR), Kate Hagen (AALL), Caroline Walters (CRIV Liaison)

This call was primarily dedicated to the ongoing work and collaboration between Thomson Reuters/West and a group of Boston Acquisitions Librarians that began in November, 2017.  The original intent was to organize a “Listening Session” to hear a list of concerns regarding billing and other customer relations issues.  The notes from that original meeting can be found here.

Since the initial meeting in November, the two groups have met twice to fine-tune solutions and Thomson Reuters sent a survey to over 100K customers to get input on how Thomson Reuters can better describe product descriptions on their documents.   Approximately 300 customers completed the survey.  With the direction of the original Listening Session librarians, and the results of the survey, the following enhancements and improvements in billing are currently underway:

Product Description:  All titles will be listed on invoices as they appear on the title page.  While abbreviations and eliminations of portions of titles will be needed, as some titles exceed the 120 character field available, those changes and the abbreviations will be kept to a minimum and, in consultation with librarians, will be standardized and consistent.

Timing:  Customers should start to see this change in their mid-August invoices with the changes being rolled out based upon publishing schedules with the focus on codes products first

Refund Check Documentation:  Improved descriptions on refund checks. Timing:  Implemented in March 2018, but will explore additional presentation improvements in next phases.

My Account Training:  Enhance Customer Training on My Account

Timing:  Shared librarian relations contacts to customer group in Feb Follow-up session.  Hosting a My Account booth at AALL Baltimore.

Credit Memos:  Improving credit memo descriptions.

Timing:  Expected to be available in Q4.

Invoicing Prior to Shipment, Followed by Collection Calls:  Thomson Reuters is currently seeking examples of this problem.

Timing:  TBD 

Improve Descriptions on Account Statements:  Account statements being modified to be more descriptive.

Timing:  TBD

Add PO’s on the Invoice at Line Item Level:  A new process to add PO’s at an invoice level has been identified and is in queue for determining system changes needed and prioritization.

Timing:  TBD

Tax on Invoices When Account is Exempt:  Implementing monthly audit process including review of tax exempt status.

Timing:  New audit process began in June.

*Abbreviations that will be implemented consistently:

  • Postal code for State Name
  • Anno = Annotated
  • Consol = Consolidated
  • PP = Pocket Part
  • Supp Pam = Cumulative Supplementary Pamphlet
  • Bk = Book
  • Sec = Section / Secs = Sections
  • Rev = Revised
  • = Volume
  • Sub = subscription

**Abbreviations that will be implemented only on a as needed basis:

  • Prof = Professional
  • Vol = Volunteer
  • Unif = Uniform
  • Proc = Procedure
  • DR = Disciplinary Rule
  • Govt = Government
  • Resp = Responsibility
  • Alt = Alternative
  • Admin = Administrative
  • Stat = Statute

Next steps:

Thomson Reuters has received input on the abbreviations and guiding principles for the product description changes from two sets of customer groups

  • Additional titles are being reviewed for any added needs for abbreviations
  • Product Descriptions will be implemented with a new process involving both TR editorial and manufacturing teams
  • Customers will be pro-actively communicate that the description changes will be coming
  • Updated description changes will occur based on publication schedules focusing on code products first
  • Post abbreviation and guiding principles on My Account
  • Thomson Reuters would welcome input from customers on the effectiveness of changes post launch

Other Issues:

Another topic for discussion ensued after the spring call.  A member was concerned that they would not be allowed to purchase ProView eBooks if they were not Westlaw subscribers.  Below is their response:

“Thomson Reuters recognizes the needs of some customers who want eBook functionality without having Westlaw.  In cases where a customer is a non-Westlaw customer,  they can get ProView eBooks on a per-seat license basis.  The customers client managers can work directly with the TR ProView team on solutions.”

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