Q&A's

Do you know that there is very little difference between Agents' price structures as demanded by commercial market forces through competition? Agents charges are based on the published subscription price and, if applicable, currency conversion rate. A 10% variation between Agents' prices has a minimal effect on the overall value of your account. Refer example listed towards the bottom of this page.

How do I then compare prices when receiving quotes from more than one Agent?

Prices generally are the last thing to compare because of commercial market forces. The efficiency of the Agency (obtain references and check with your peers) is the first. No good to have an unrealistic low price if performance lacks. Also remember that all prices are qualified; subject to publishers' increases and currency fluctuation if no forward currency contract exists.

But I must get some price comparison. How?

Ensure that prices quoted are all based on the same facts. Prices compared on different days or times will greatly distort the outcome and make true comparison impossible as prices should be updated daily by Agents for publications and currency.

What if there is a great variance between supplier (Agents)?

This should not be possible unless the lower price Agent has quoted an old (previous year's publication base rate) price and or incorrect currency rate. A price on the invoice may have been current at the time it was generated but could well be outdated the next day. Comparisons must be made at the same time with common publishers' base price and currency conversion rate. Also remember prices are qualified by all Agents - subject to currency fluctuation etc. Hence, if you are quoted a low price chances are that you will in due course receive a price adjustment invoice. The adjusted price probably will exceed the higher price originally quoted by an another Agent.

Why are there different prices quoted by Agents?

For many reasons such as not having the current published rate on file or not maintaining their databases in an efficient manner. Furthermore, Agents may also charge a premium for ancillary services. However this should be clarified on enquiry. GST for Australian Consumers may also be a factor. If you are using an Agent, GST for Australian Consumers should be charged and payable on all titles no matter the source. The administration of GST in this manner will greatly assist in managing your GST liability.

If an Agent charges 10% greater than others what is the overall real $increase on my account?

Percentage differences are deceiving as the organisation is the provider of a service and not the product (publication). Therefore, only a proportion of the total price charged by Agents to libraries is effected.

Assuming your account is worth $10,000 and Agent #1 charges 11% mark-up compared to Agent #2 10% then, the increase is 1% on the cost of the publications NOT the total of your account.

The publication cost of the example account ($10000) is $9090.91 based on an agent's service fee of 10% ($909.09). A 11% service fee on cost would equate to $1000.00.

That's an extra $90.91 charged by Agent #1 over the $10000.00 account. Certainly immaterial if $90.91 is apportioned over each title and the "higher" priced Agent has a superior service or offers unique procedures / automation.

Because of commercial market forces, prices between Agents should not vary significantly. Without efficient service or supply for the requested title/s price becomes irrelevant!

Which Agent is best to use? Local or overseas?

Some overseas Agents do have local offices but most process overseas. These offices are representative offices only and chances are that records are held overseas. The payments made to the overseas Agent finds its way overseas and does not support the local economy albeit they do employ limited support staff. The choice of local or overseas service provider for an Australian library seems obvious.

What is the function of the Agency?

The Australian owned premier choice for libraries providing a personal service since 1977. Our service is guaranteed. Do you get that from your present provider?

We do all the usual routine work associated with the efficient management of your serials, series monographs and more, ask us.

A personal cost effective service is provided to ensure that our clients' needs are met in time and at very competitive rates. Our company is staffed by committed long standing qualified personnel.

Our aim is to maximise library efficiency in a cost effective manner, we are here to help. As profession consultants, we take pride in offering the best possible service to you which we guarantee with a 100% refund offer.

Our systems are designed mindful of clients' requirements. Even though each client is allocated an account manager, a back-up manager (in case of absentee for annual leave etc.) steps in with full knowledge of the client's records and unresolved queries.

We are on the approved list of Purchasing Australia to service Australian Government Departments and related libraries for worldwide publications.

Before you embark on any project relating to serials management, including automation, contact us for advice. As we are fully automated, perhaps our assistance will save you and your staff time. More often than not our special services or our interfaced serials automated software will carry no additional charge.

What is consolidation and why is one form not recommended?

There are two types of consolidation services around the world. One is the common expiry or billing service and the other, the physical receiving, recording, reporting and despatching of issues.

We DO offer the consolidation service wherever possible to maintain common expiry for titles to achieve a single renewal invoice per annum.

However, we DO NOT offer the other type. We believe the other type of consolidation service is counter productive and not cost effective as:

A substantial additional overhead is involved which will reduce purchasing budgets.

The service is not within the library's control. Its service efficiency including regularity of recording, packing, despatching depends on the efficiency of each organisation involved with serial management before the "box" arrives in the library.

The service causes duplication and therefore extra expense. Assuming that the consolidation service organisation and its couriers are efficient and ignoring the extra costs involved for the service, the fact remains that when the library receives the "box" of issues the first thing the library staff does is to check off the list which accompanied the issues. In essence the issues are again accessioned.

Instead of the counter productive consolidation service what's best?

We recommend an in-house system which is integrated with the service provider to regularly maintain library records and allow automatic claiming for paid and gratis titles. Our serials control software Globe-Pass is free to qualified clients.

How to transfer to us with no break in continuity?

Transfer to our agency is straight forward whether you are arranging service through an agent for the first time, or changing agents. We do all the clerical work and constantly advise on the status of the transfer.

Our streamlined service over the years ensures that there is no break in continuity. Our mutual goal is to achieve common expiry wherever possible for titles and to produce a single renewal invoice per annum.

The choice of method is yours, but it will depend on the time of year transfer is effected and the state of your records. Select the method which involves the least amount of work at your end.

We suggest you send to us the previous supplier's invoice to action for the next period to common expiry. Or, if your account was not previously serviced by an agent please provide us with a list of titles and respective expiries, if know. Here are two options:

Previous supplier' / agents list

Copy of the last received master list / renewal / statement from your previous agent listing titles to be renewed would act as a check list and basis for us to produce a renewal invoice for the coming subscription period.

List transfer with known expiries

A list of titles is prepared by the library and sent to our office. The expiry may require adjustment, upon receipt of publisher's advice after placing the order, and reinvoiced in due course to common expiry.

Publisher's opinion of Agency change?

Publishers in the main are not concerned whether there is an agency change. Their prime consideration is to sell subscriptions and receive payment, no matter the source. It is important however to inform the publisher through the new agent your correct delivery address. Any former address or deviation from the "preferred" name and/or address needs to be advised, otherwise the publisher may not be able to identify your entry on his records when we renew.

Publisher's renewal notices, what to do with them?

At the point of transfer and for the next few months thereafter, notices are to be sent onto us for scrutiny. Generally, if you have paid your subscription to us notices may be ignored. If you wish, send them to us for checking, especially if they are received some three to four months after renewal.

Agency fee & GST?

Our charges are based on publisher's price which is defined as the total subscription price per annum to the subscriber including postage but net of GST charged by the publishers. Our service fee is added to the published price (net of GST) and the total then is subject to GST. The titles/s on our tax invoice would be priced inclusive of GST. The Australian Tax Office has ruled [ref: GST/CNN/CWMS 44546] that we act in our own right in arranging for subscriptions to be provided by the publishing houses to the client. This service is a "taxable supply" in its entirety (i.e. Globe should charge GST on the compound price). Therefore whether the title is Australian or overseas sourced, the price paid to us includes GST. Please note that GST is applicable to Australian consumers only.

Overseas publications too are charged by the same "compounding" method as described above but at the ruling conversion rate applicable at the time of placing the order with the publisher.

Please note all our invoices are proforma until confirmed or amended by client. The Australian Tax Office has recognised that the GST liability is only known after review / payment. Therefore no credit adjustment note is necessary for any invoice which is amended.

What are the Invoicing terms and conditions?

Australian consumers are subject to GST.

The indicator subscription rate per annum invoiced in Australian Dollars [AUD] is subject to publishers' increases and, currency fluctuations.

This rate is based on the last known published price for title/s ordered and, for overseas titles, the current exchange cross bank selling rate applicable to the AUD on the day we purchase currency which is usually the same day of invoicing. The exchange rates used are quoted by our Australian bankers, Westpac Banking Corporation.

The effective currency exchange cross bank selling rate used is at the time we purchase currency which is usually the same day payment or official order is received from the client library and, if applicable, at the time an increase is paid to the publisher. Depending on the time of day our orders are processed, the effective currency rate used usually is the one quoted on the same day as our orders are dated. At times this may mean that the effective currency rate used is the after hours (EST) rate of the day before the order date.

Our order/payment to publishers are generally dispatched the same day we bank payment or receive an official commitment from our client. Placement of order/payment for EFT payments received from the client library vary subject to date of receipt of advice but are usually processed within 1-7 days. Consequently this will also affect the exchange rate used.

Currency exchange fluctuations may be avoided by client library if forward cover by selected currency/ies is requested. Publisher increases are beyond our control.

We are authorised to pay the higher amount on behalf of the client library upon receipt of payment or official order of the original invoiced price charged by us whether it is for a currency or a publisher increase. Fluctuations in favour of the client library will be credited.

In the event that publishers' increases have been advised after receipt of your payment, we will pay the higher price on behalf of the client library and issue in due course a supplementary invoice seeking reimbursement.

Cancellations are generally not permitted by publishers once order has been placed.

In line with accepted publishers policy, prepayment is required. However, by arrangement, we will accept an irrevocable official order from the client library to proceed to place subscription/s. No statement is issued.

Should you wish to cancel or change any entry on the invoice, please rule out entry, change total value and return copy (or advise) invoice to us with payment or authorisation to ensure proper instructions are received.

If paying by EFT we require fax [61 2 9389 9988] confirmation of details on the day of Transfer. Details for EFT can be obtained from our office.

Why are there price variations and how can they be avoided?

Currency fluctuations are eliminated if forward cover is taken out as requested, either specified for a period of time or for the major renewal invoice.

At the time of processing orders to the publisher, the computer checks our title database for rate increases. A supplementary invoice requesting reimbursement quoting the original invoice number, amount paid, new rate and balance is prepared. The orders are placed at the new rate. A movement in the relationship between the bank's selling rate of the Australian Dollar and other currencies will also vary the subscription rate. It is therefore possible that two increases for the one title may be charged, one at the time of processing the order and another if the publisher requests further payment upon receipt of the order. Depending on the efficiency of the publisher, December expired subscription increases may be charged up to April/May of the following year. Our policy is not to charge nominal increases / currency fluctuations. Wherever possible increases of an unusual nature will be referred to the library for a decision. A currency shift in the favour of the client is noted on the supplementary invoice as a credit.

Supplementary invoices during the course of the year, after major renewal, are accumulated and processed on demand or as instructed by the client.

Does the Agency offer a guarantee?

Yes. The guarantee is specific to our own performance and not to publishers, distributors or carriers. Our responsibility does not extend to delays caused by postal, air or maritime disputes, nor to publisher's non-performance. If we do not fulfil this obligation we will refund 100% of your payment to us for the title or titles in question.

We undertake to service your order on receipt of your remittance, or as arranged, and provide the necessary follow-up.

If payment received by cheque order will be placed usually the same day it is banked. If received by EFT or credit card your order/s will be processed within 5 working days of receipt of the EFT advice / authorisation to proceed.

What is Common expiry?

During the year titles ordered wherever possible will be invoiced to client's common expiry month, prorata the one year rate. Subscriptions for less than twelve months are normally not accepted by publishers. Many titles are published on a calendar year basis in which case the common expiry allocated to clients of December is easily maintainable. Titles which are published by restricted periods (fiscal or academic year etc.) as well as series type will be appropriately invoiced.

Publication source?

Wherever possible, orders are placed directly with the publisher. We avoid publishers' representatives and/or intermediaries.

What is the cancellation policy?

Generally publishers do not accept cancellations once a subscription has been entered. However, on request we do attempt to obtain a refund.

What is the refund policy?

Refunds for ceased titles during the currency of the subscription will be given only if a refund is granted by the publisher. In lieu of a refund, the publisher may replace the ceased title with another publication. This policy is beyond our control.

Annual renewal, how and when?

The renewal procedure is simple. The annual invoice / statement lists, in alphabetical order and within recipient's addresses, all titles. Cessations and renamed titles cross referenced are also listed. Invoice/s may be requested by cost centre. The invoice/s is a master list of titles serviced for the library by Globe. Titles due for renewal are priced and the renewal period in month and year indicated. Other titles are either not yet due for renewal (listed by month and year expiry in the "prepaid" column), have expired and renewal invoice remains unpaid or, are of a series or standing order nature. Series publications are listed with the notation "T.B.A. last vol/yr invoiced was ...." and will be invoiced upon receipt of availability advice from the publisher for the next volume/year/issue. Series publications are defined as being published irregularly, by volume / issue etc. unrelated to a period of time or publishing policy is erratic.

The renewal invoice/statement is prepared around August of each year, for the following year's supply. The invoice has a PROFORMA total and is designed to be processed after renewal decisions are made. Simply, change the PROFORMA total and pass for payment. Our system eliminates "double handling" and rechecking .... an efficient single step decision and payment document.

At the time of issuing the invoice/s an instruction sheet is included which details method of renewal, how to order new subscriptions and suggests a % allowance for variations to be considered when renewing. It should be noted that early renewal guarantees continuity and may avoid publishers' price increases.

How to claim, policy and forms?

Either on paper or electronic. For automatic claiming, refer to Globe-Pass.

Please note most publishers will not replace copies gratis outside of six months from date of publication. We have no control over publishers' policy. Therefore, non users of Globe-Pass must claim regularly to avoid disappointment of unavailable copies. Manual claims must be repeated if unsatisfied within (subject to frequency of publication) 2 months of the original claim.

As claimed copies are often dispatched directly to the subscriber without the agent being notified, it is important to note that we are unable to repeat the claim (not applicable to GLOBE-PASS users) if it remains unsatisfied unless further instructions are received from the library.

Claims may be placed online or sent by any method without the need of a formal paper form.

Users of Globe-Pass do not require forms; computer to computer communications will automatically claim. The system notates electronically when issues have been claimed. Repeat claims are automatic.

What proof of payment does the Agency provide to the publishers?

If the publisher requires proof of payment before sending the claimed issues, we can easily provide full order and financial information. All our records are in Australia. Our payment always accompanies orders.

Overseas publishers in the main are paid through our bank accounts in USA, UK, Canada, Germany, New Zealand.

Two price increases for an overseas title. Why?

It is possible to receive price adjustments twice for an overseas title. The first may be a currency fluctuation (debit or a credit) at the time your order is paid compared to the currency used at the time of invoicing. The second increase would be the publisher actual increase requested by them by not supplying us with the current subscription rate until our paid order is received by them.

If an increase by the publisher is requested do you wait until we pay it before paying the publisher?

No. Increases are paid on behalf of our clients immediately and reimbursement requested at a future date.

How often do you send price increase invoices?

Usually monthly but a request can be made to reschedule to suite your requirements.

Is there a way of avoiding increases?

Apart from fixing the exchange rate by agreement or contract, unfortunately not.

Duplicate issues what to do?

If the odd duplicate issue is received do nothing. It may be that the issue claimed has crossed over in the mail with the issue expected. Our experience has shown that if we report duplicates publishers are likely to delete your records altogether and no future issues are sent. Remember publishers have no recourse to charge for the "extra" issues not ordered. Over supply is their responsibility. However, if duplicate issues persist and the library has multiple subscriptions for that title then we should be notified and it would assist if the mailing label is sent to us. In this case the publisher may have the incorrect number of subscriptions entered.

Publishers' renewal notices. Why do I get them and what do I do with them?

Publishers' standard practice is to send notices to clients. We have no power to eliminate this procedure. Notices are dispatched in cycles -- 2nd request, etc. -- even though a paid order may have been received by them. They argue that it is at times uneconomical for the computer system to interrupt cycle runs of notices by accounting for orders received in the interim. Generally when received they can be disposed of unless they are received well after the previous years expiry. Then as a precaution send them to us for perusal. Note that if the notice is not exactly addressed as per our invoice it probably does not pertain to the subscription serviced by us. Your name and address on our invoice is mirrored to the order which is despatched to the publisher.

When to claim?

Most publishers will not replace copies gratis outside of six months from date of publication. We have no control over publishers' policy. Therefore, non users of Globe-Pass (our automated serials control system) must claim regularly to avoid disappointment of unavailable copies. Manual claims must be repeated if unsatisfied within (subject to frequency of publication) 2 months of the original claim.

Why do we need to repeat claims? Why does the Agency not do it automatically?

We simply do not know whether the claim has been satisfied. As claimed copies are often dispatched directly to the subscriber without the agent being notified, it is important to note that we are unable to repeat the claim (not applicable to Globe-Pass users) if it remains unsatisfied unless further instructions are received from the library.

Why are there price variations and when do they cease?

Supplementary invoices during the course of the year, after major renewal, are accumulated and processed on demand or as instructed by the client.

Currency fluctuation.

Currency exchange fluctuations may be avoided by client library if forward cover by selected currency/ies is requested.

When do I receive my first issue of a new sub?

This depends on the efficiency of the publisher, location of the publishing source, and the method of despatch. If local you should receive the first issue within 4 weeks. However overseas publisher can take up to 16 weeks to despatch the first issue to you. It generally takes them 4 weeks to set up their records and a further 12 weeks (by sea mail) for you to receive the first issue.

Is prepayment always required before you order a subscription on our behalf?

Generally, yes but if there is a problem or a foreseen delay in prepaying then contact us and we will proceed to order provided that we receive an irrevocable order from your organisation.___________________________________________________________________________________________

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