Book Reviews

Success Factors for Fee–Based lnformation Services. By Irene Wormell. “Nordinfo publication” #36. Esbo, Finland: Nordinfo, 1996. 134p. ISBN 951–53–1018–0.

Nordinfo, an institution under the purview of the Nordic Council of Ministers (established in 1971), is the Nordic Council for Scientific Information. The present publication is an updated version, in book form, of the report of a joint project of Nordinfo and the British Library Research and Development Department (BLR&DD). The investigation was carried out in Europe in 1993 by a team having members from Denmark (Irene Wormell), the United Kingdom (Angella Bell), and Sweden (Eva Carlsten). The final report, based upon questionnaires, interviews, and a survey of the literature, was published jointly by Nordinfo and BL in 1994. Professor Wormell undertook to refine and analyze the report, bring it up to date, and put it into the format of a monograph. An internationally–known teacher, consultant, editor, and researcher, she heads the Department of Design and Implementation of Specialised Information Services of the Royal School of Librarianship, Copenhagen. She is known for her innovative work in social and business intelligence and in information management resources, as well as for her work as chairman of FID/ET. It would seem that her qualifications make her uniquely suited to this job.

The book is timely, for outsourcing is becoming more and more necessary in a time of shrinking library budgets. Fee–based information services (FBIS) have been debated at length for some time, and are now a unique new market sector. We are finally convinced that charging for information services is economically feasible and socially appropriate, as a way of providing and expanding such services by applying business management principles. Some European studies have shown that charging a fee may initially give a shock to those seeking information, and that this will result in a fall in demand—but the volume of demand soon recovers.

This book will come in handy to those who use their professional skills outside library walls to provide customized services. It distills the experiences of consultants, experts, teachers, and commercial firms; and it builds empirical knowledge upon a sound theoretical foundation.

Besides eight appendices and an introduction clearly stating the origin, context, and aim of the book, the core text has been divided into ten small chapters, some of which will be summarized here. The first details the background of the project, explains its research methodology, and states its aim as being to “identify key factors for success and survival in a time of transition and radical changes in the profession, as well as in the information market.” The second chapter defines success for the public and private sectors, and explains how information brokers and entrepreneurs work. The third lists factors critical for success. Another chapter explains, step by step, how to prepare plans, and gives actual examples. Financing and budgeting are described, and a way is given of accurately fixing the price of the services to be offered. The sixth chapter discusses the effect of networking (including the Internet) on information services and brokering. The eighth chapter dwells on marketing and its techniques, and on relations with clients; winning new customers and retaining old ones; building image and trust; and monitoring quality. Chapter nine deals with ethics and the rules of conduct for business, including confidentiality, copyright, and meeting deadlines. All of these matters are discussed in the context of information services. The final chapter contains some useful case studies.

The core text is followed by a brief but up–to–date bibliography. It includes an annotated list of relevant newsletters and journals for keeping up to date. (A glaring omission is Elsevier’s monthly Information Management Report, which has established itself as an up–to–date source.)

This is followed by a brief guide to associations of information professionals. Appendices include the codes of ethics of some associations; advice on how to write a mission statement; examples of business contracts; terms and conditions of use for information providers using the Internet; and some hints on writing applications for grants.

This is an excellent manual with a clear, practical approach and many useful tips. It is noteworthy for its simple but analytical presentation. It may serve as a textbook for beginners, for it covers such details as stationery, problems dealing with foreign currencies, and office location.

There are some typographic errors. Not all of the abbreviations used in the book have been spelled out. Although many terms are defined in the text, as they occur, a separate glossary of such terms would have helped. Unfortunately, there is no index. Despite these drawbacks, the book will be of value to potential, beginning, and experienced providers of information; and it will be valuable for teaching.

About the author

M. P. Satija is head, Department of Library Science, Guru Nanak Dev University, Amritsar, India.