North Carolina Serials Conference April 2004 Panel Presentation

North Carolina Serials Conference April 2004 Panel Presentation: Impact of E-Resources Mike Phillips - John Wiley & Sons, Inc. (miphilli@wiley. com)

Impact of E-Resources • John Wiley’s E-Resource: – “Wiley Inter. Science” – Impact on : • business units • people • culture • products

Impact of E-Resources • John Wiley & Journals …. . period – John Wiley & Sons, Inc - 1807 – Peter Wiley - 8 th generation Wiley – Just Journals • • no real need to know the customer no real need to know what customer purchases know the agents know the $$$$ & ¢ ¢

Impact of E-Resources • Fast forward 190 years – 1807 --> 1997 - 1 st year of Wiley Inter. Science – Impact on business units : • • • Management Technology Sales Legal Marketing Customer Service

Impact of E-Resources • Impact on Management – New Division : STM - Electronic – Build a Technology Team – Build a Sales Organization – Modify existing business units • Customer Service, Accounting, Finance, Legal – Improve communication • within Wiley • outside Wiley – Stay very current w/competition & trends

Impact of E-Resources • Impact on Technology – People (WWW) • Designers • Systems Analysts / Programmers - searching / indexing / presentation • Network - Speed / Security / Uptime / Backup / Disaster Recovery • Connectivity - IP addresses / Remote Access • Usage Statistics • Back Office Systems - Acctng, Cust Svc, Legal. . .

Impact of E-Resources • Impact on Sales – Build a Team – Develop Sales / Pricing Model – Develop negotiation strategies – Need to know customer purchases

Impact of E-Resources • Impact on Legal – Lawyers – Electronic Licensing • • • Academic Institutions / Consortia / Corporations Terms of Usage State Regulations Confidentiality Cancellations Archiving

Impact of E-Resources • Impact on Marketing – Direct Mail – E-mail – Promotions – Collateral – Presentations – Conferences

Impact of E-Resources • Impact on Customer Service – Customer detail – Invoice issues - customer / agent – Access issues – Back Office Systems • Integration of historical data w/new systems • Customer Svc / Accounting / Finance / Collections

Impact of E-Resources • Impact on Product – Non-Journal Products • Different content / design • Cross-product integration • Different pricing models / archival rules • New cross-product promotions – Knowing what customer may need / want • now / next

Impact of E-Resources • Wiley - 2004 and beyond – Evolve – Adapt – Listen – Learn – Improve

THANK YOU !! Mike Phillips - John Wiley & Sons, Inc. (miphilli@wiley. com)