[edited 2/11/2012] I feel I need to clarify that Penguin did not stop doing business with libraries, they stopped doing business with OverDrive, read more here.
And how to get them to talk to the Publishers.
I’ve had this post in my drafts for a long time. I originally planned to include it in my November post Penguin Pulls eBooks From Public Libraries Dropping it Down to 1 of the Big 6 Publishers Playing Nice With Libraries, but cut it at the last minute. Thanks to Sarah’s post about Penguin’s decision to end it’s contract with OverDrive. I’m digging it out and polishing it off. In the comments from 9 Reasons Publishers Should Stop Acting Like Libraries Are The Enemy several people asked for a script for patron conversations regarding publishers that don’t loan their ebooks to libraries. Please remember this script is JUST a suggestion, but it is always in the best interest of libraries to remain professional and courteous.
Possible scripts for your conversation with your patrons when they ask why the library does not have an ebook from a publisher who has chosen not to lend to libraries:
I completely understand your frustration, unfortunately [insert publisher] has chosen not to allow public libraries to loan their ebooks. If you would like I can provide you with contact information for [insert publisher].
I know, I wish we had [insert title] too! Unfortunately [insert publisher] has chosen not to allow public libraries to loan their ebooks. If you would like I can provide you with contact information for [insert publisher].
Possible scripts for patrons talking to publishers.
Hi my name is [insert name] I am a patron of [insert library name]. It has recently come to my attention that [insert publishers] had made the decision not to loan ebooks to public libraries. I am writing/calling to express my concerns. I am a library patron but I am also a book buyer. In the last year I purchased [insert number] print books and/or [insert number] of ebooks and/or [insert number] of audiobooks. I am writing/calling to ask you to reconsider working with public libraries.
There are just suggestions, consider them a starting place. If you have others please share!
pdf of script and contact info.
Contact information for publishers
Macmillan Publishing
75 Varick Street
New York, NY 10013
(212) 226-7521
customerservice@mpsvirginia.com
Simon & Schuster
1230 Avenue of the Americas
New York, NY 10020
(212) 698-7000
http://simonandschuster.com/about/contact_us
Hachette Book Group
466 Lexington Avenue #131
New York, NY 10017
(212) 364-1100
customer.service@hbgusa.com
Penguin Group
375 Hudson Street
New York, NY 10014
(212) 366-2000
ecommerce@us.penguingroup.com
Brilliance Audio
1704 Eaton Drive
Grand Haven, MI 49417
(616) 846-5256
libsales@brillianceaudio.com
HarperCollins Publishers
10 East 53rd Street
New York, NY 10022
Phone: 212-207-7000
feedback2@harpercollins.com
Read more about publishers, libraries, and ebooks
- Continuing the Conversation with Penguin ALA president Molly Raphael’s response to Penguin leaving OverDrive [added 2/10/2012]
- ALA responds to Penguin’s decision to discontinue digital media sales to libraries via Overdrive [added 2/10/2012]
- Ebooks, again [added 2/10/2012]
- Penguin Withdraws From Overdrive; Looks For New Library Partners [added 2/10/2012]
- Did you know your library can’t buy eBooks from many publishers?
- Penguin Ends E-Book Library Lending And Relationship With OverDrive
- Penguin Unfriends Libraries
- Notice to publishers: curse your sudden but inevitable betrayal
- Penguin Severs Ties with OverDrive
- Penguin Reaffirms Support for ALA; Spurns OverDrive (added 2.10.2012)
- Simon & Schuster, Macmillan Express Concerns About Library Ebook Lending After ‘Positive’ Talks with ALA
- OverDrive: Starting Tomorrow Additional Copies of Penguin eBook/Audiobooks Not Available For Purchase & Only USB Downloads to Kindle Devices, Apps
- Ebook Talks: The Details
- Random House Will Keep All Its E-Books In Libraries, With A Price Increase
- Penguin Group Terminating Its Contract with OverDrive
- Penguin Restores Kindle Lending, but Still Not Providing Digital Editions of New Titles
- Penguin Further Narrows Library Access, Suspending Availability of Audiobook Titles
- Penguin Group USA to No Longer Allow Library Lending of New Ebook Titles
- Librarians Face Patrons Unhappy With Penguin Policy Change; ALA Condemns Ebook Decision
- New Stats: 2011 Libraries’ Digital Checkouts Up 133% Over 2010
- No More New Penguin Digital Audiobooks For Libraries, Either
- Which E-Books Are Most Borrowed From Libraries, And Why?
- Updated: Penguin Restores Library Lending To Kindle, But Not For New Ebooks
- Why Might A Publisher Pull Its E-Books From Libraries?
- Penguin Pulls New E-Books From Libraries
Librarian by Day 
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