Preparing Order Desks

Make everyone in the publishing process aware of multiple formats and be sure that clients can order multiple formats at the same contact points used for original publications.

Order Processing Checklist

Inform everyone:

Everyone in your department, from the people who produce publications, both internally and in the supplier community, to the people who accept orders and deliver products, should be made aware of the need to make multiple formats available.

Integration:

Multiple format requests should be accepted at all the same order points as conventional products, including product catalogues, toll-free numbers and Web sites. You should not separate multiple format orders from original product orders.

Obligation to provide a format that is accessible:

Be certain order desks never refuse a request for a multiple format. If an order desk person is not familiar with multiple formats, they should refer the request to someone in the department who will have knowledge of such requests.

Ask if E-text can be accessed:

Order desk personnel should ask clients what format they require for access. In some cases, the e-text file can be e-mailed if the client has e-mail access, or sent via diskette if the client has computer access.

Avoid referring all clients to the Web as a one-stop solution because, as popular as the Web has become, not all clients have Web access or the ability to properly navigate the Web.

Accept requests sent in a Multiple Format:

Clients may use a multiple format to request a publication. Be prepared to accept orders in this way.

Sample Order Form:

To assist you in structuring your order form, see this example.

Next Module: Communications Planning.

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