Attached is part 6 of of a series of 10 articles that relate to the AALL
Fair Business Practice Guide. These articles are intended to give you a
brief understanding of various portions of the guide and to encourage
you in your use of the guide as you interact with publishers and
vendors.
Click Here for a complete copy of the guide
<http://www.aallnet.org/about/fair_practice_guide.asp> .
_____
The AALL Fair Business Practice Guide
Part 6
This is the sixth in a series of ten emails explaining and discussing
The AALL Guide to Fair Business Practices for Legal Publishers.
The Guide was designed with the purpose of fostering good business
practices on the part of publishers by encouraging 5 basic principles.
The fourth of these, Customer Satisfaction, states that "Publishers
should seek to ensure customer satisfaction by honoring representations,
answering questions, and resolving complaints and disputes in a timely
and responsive manner:
* Publishers should work collaboratively with customers to resolve
problems and improve products and service.
* Publishers should provide customers with ready and convenient
access to information through a variety of channels and technical
support should be provided on a schedule that meets the needs of the
majority of the customer base.
* Publishers should ensure that employees responsible for customer
service duties are adequately prepared, including a complete
understanding of the basic products and services, and should have access
to information regarding customer accounts.
* Publishers should respond to all inquiries in a matter that is
timely for the communication medium used by the customer.
* Publishers should ensure that their promises to resolve problems
are fulfilled in a timely manner.
For more information about Principle 4, take a look at either your paper
copy of the guide, or the online version at
http://www.aallnet.org/about/fair_practice_guide.asp.
In our next email we will discuss Principle 5: Product Quality.
The AALL Fair Business Practices Implementation Task Force
Kay Todd, Chair <mailto:kaytodd@paulhastings.com>
Michael Beaird <mailto:ambeaird@ualr.edu>
Kamla Hedges <mailto:khedges@bna.com>
Judy Lauer <mailto:jlauer@courts.state.ny.us>
Linda McLane <mailto:lmclane@law.berkeley.edu>
James Mumm <mailto:jim.mumm@marquette.edu>
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