In 2014, the author has ascended the throne of scientific and scholarly publishing. With the rise of Open Access business models, authors today are much more than a source of content — they’ve become paying customers! It’s time publishers understand what it means when authors wear the crown.
As part of its ongoing webinar series on issues in Open Access publishing, Copyright Clearance Center presented a panel of specialists with important, action-oriented insights on creating an author-centric customer service strategy. Gerry Grenier, STM Future Lab Committee Chair and IEEE Director of Publishing Technologies, joined Kristin McNealy, Ph.D., Senior Product Manager, Wiley Author Services, and Tom Ogier, CCC’s Customer Service Manager. They shared what they’ve learned on the job — from frontline editorial staff training to responsive back-office support.