Author: Leanna Simon, Director, Research and Intelligence, Honigman LLP
Why “No Surprises” Matters
Law librarians value a simple principle in vendor relationships: no surprises. Abrupt changes in database access, pricing, or content can disrupt library services and strain budgets if they arrive without warning. The American Association of Law Libraries (AALL) encourages vendors to communicate proactively, recommending that publishers maintain subscriber-paid content throughout a license term and consult with libraries on any significant format or content changes.
In practice, however, librarians sometimes encounter disappearing resources, new pricing models, or platform changes with little to no advance notice. Surprises like these can complicate contract management and create service interruptions for users.
CRIV and AALL emphasize the importance of maintaining mutual respect and constructive communication between vendors and librarians. When this breaks down, the result is often operational friction and strained relationships.
When Communication Breaks Down
In recent years, libraries have reported mid-contract changes to licensed content or access terms—some with minimal vendor communication. These situations force libraries to quickly adjust budgets or workflows, often without a clear resolution. Even delayed or unclear responses to inquiries can create confusion and hinder planning.
CRIV and AALL emphasize the importance of maintaining mutual respect and constructive communication between vendors and librarians. When this breaks down, the result is often operational friction and strained relationships.
Encouraging Transparency: Proactive Strategies for Librarians
While surprises can’t always be avoided, librarians can take several steps to encourage more transparent vendor communication:
• Establish Regular Check-Ins: Designate a vendor liaison on staff to maintain open dialogue. Schedule periodic meetings or emails to ask about upcoming changes in content, access, or pricing models.
• Set Expectations in Contracts: Where feasible, include language requiring advance notice for changes to content availability, platform access, or pricing structures. Clauses requesting sixty to ninety days’ notice can give libraries time to prepare or negotiate alternatives.
• Use AALL and CRIV Resources: AALL’s Vendor Relations Policy and CRIV’s Request for Assistance process offer support if communication issues arise. CRIV’s role includes monitoring complaints and providing constructive suggestions for improvement.
• Document and Share Communication Issues: Keep a clear record of vendor communications, especially around changes in service. Sharing these issues—internally or through CRIV channels—can help identify patterns and inform future contract negotiations.
• Anticipate and Adapt: Stay alert to industry trends, such as consolidation or print-to-digital transitions. Proactively ask vendors how these trends might affect your library’s access and advocate for early and clear communication.
A Collaborative Path Forward
Vendor-library relationships work best when both parties communicate transparently. In one recent example, when a vendor initiated an unanticipated change in access terms, a library opened a dialogue and negotiated a pricing adjustment to offset the impact. The outcome wasn’t perfect, but communication remained professional and led to a mutually acceptable resolution. According to the librarian involved, “clear communication made all the difference and even strengthened the relationship.”
CRIV encourages librarians to share stories of successful collaboration as much as they share concerns. Whether through contract clarity, respectful dialogue, or shared long-term planning, strong vendor relationships are built on communication—and strengthened by trust.
Written by Leanna R. Simon, member of the CRIV Committee. Connect on LinkedIn: www.linkedin.com/in/leannarsimon
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