All the talk in the legal information world over the past couple of days has been around an unfortunate marketing email from West (Westlaw to us in the UK) advertising the usefulness of desktop access to their legal research products. The email asked the question:

“ARE YOU ON A FIRST NAME BASIS WITH THE LIBRARIAN?”

I guess that means that they will then go on to say how this is a good thing; as this Librarian or Information Officer will be able help this lawyer get the best out of his or her legal research and help them identify the best products and resources to answer any legal research questions they might have?

No, wait, that’s not it. It goes on.

“If so, chances are, you’re spending too much time in the library.”

Oh … ok. The key to getting the best legal research, at your finger tips, is to make sure you avoid finding out the librarians first name at all costs, and even if you do find out , don’t EVER use it. Just call them, MR, MRS or Ms Librarian – they’ll like that. If you must, you’d probably be safe using their surname, but you know how one thing can lead to another and once you start down that slippery slope, next thing you know you’ll be having an affair and naming your illegitimate offspring Chitty.

Anyway, what should you do if you are spending too much time in the Library?

“What you need is fast, reliable research you can access right in your office. And all it takes is West”

Phew, thank West for that.

Anne Ellis, Senior Director, Librarian Relations at Thomson Reuters (owners of West) responded calling the email ‘unfortunate’. adding “It’s important that you understand that this does not reflect in any way how West feels about and values librarians….I’ve talked to the people behind the e-mail and can assure you that they meant no harm. They now understand that the marketing piece was in poor taste and I have been assured that this will not happen again.”

To be fair to West, this response was a good one, and was also relatively quick. However, it did raise the question as to who at West actually signs off on such marketing emails.
And this is where the problems begin. Most of the big legal information providers, West, Lexis, PLC etc have people working for them that like, understand and value the role and the importance Librarians and information workers play in ensuring that lawyers get the best use of their products. Indeed they regularly reach out to get our feedback and input on new products and services or revamps to current products and services. However, there are a small number who have less understanding of the wider scheme of things and who just want to sell as much ‘product’ as possible.

That’s what sales people do. That’s what you pay them to do and incentivise them to do. The problem can be that sometimes when those selling the products or services just see the sale and don’t see or understand the thing they’re selling. Some might argue that they don’t need to, the bottom line is if they sell it or not.

The current economic climate has meant that most firms have looked to tighten their belts and make cuts in resources – both in headcount and in subscriptions to legal resources. West, Lexis etc know this. This is why products will now often be pitched directly to lawyers and in a way that implies that the cost of whatever product or services will be a saving because it might mean you don’t need, or no longer need a Librarian, a Professional Support Lawyer, a Paralegal, etc.

This email is an example of that. West say it was “in poor taste” and “will not happen again.” Time will tell whether or not actions match the words.

West and others should realise that antagonising and insulting a body of people who are usually the ones that know your services and products best, and who are – in these times – actually the ones who will be fighting to justify continuing subscribing to your products and services when managing partners – who may just see the bottom line cost - are looking for cuts in spending, and looking for reasons why something shouldn’t be cancelled. Yes, it is us that know the value of your services and who can guarantee that lawyers are aware of that value. Ignore or insult us at your peril.

Some other comments from the Blogs:
http://www.librarystuff.net/2009/08/24/what%E2%80%99s-wrong-with-lexis-thomson-reuterswest-desperation/
http://outofthejungle.blogspot.com/2009/08/thomson-west-epic-pr-fail.html
http://jennielaw.blogspot.com/2009/08/how-to-insult-your-users.html
http://listproc.ucdavis.edu/archives/law-lib/law-lib.log0908/0199.html
http://theliskid.wordpress.com/2009/08/24/apparently-the-library-wastes-time/