2005 SSP 27th Annual Meeting
Concurrent 2C – Measure for Measure: Getting and Using Customer Feedback
It’s good business to take the pulse of your customers and users to find out if the products and services you’re spending your time and resources to develop are well received. Getting and using customer feedback also helps you improve your offerings to ensure you’ll keep those customers and users happy and even to reveal new areas of need that you might be able to fill. In this panel, a customer feedback consultant will explain how to build a good survey tool to avoid bias and ensure that the right questions are being asked. Then two publishers and a librarian will describe the types of tools they use, the audiences they reach, and the results and lessons learned from their survey efforts.
Speakers
Jo-Ann Michalak
Fred Van Bennekom
William Silberg
Bill Silberg is Vice President for Publishing and Communications at the New York Academy of Sciences, a position he assumed in June 2006. He came to the Academy after spending three years as Senior Vice President for Communications and Publishing at The Commonwealth Fund, an independent, private foundation that studies and supports research on health care policy and social issues. At Commonwealth, he oversaw an overhaul of the foundation’s web site, dramatically increasing the Fund’s professional and public visibility.
Prior to joining Commonwealth in 2003, Mr. Silberg was Senior Vice President and Executive Editor at Medscape from WebMD, the online portal for health and medical professionals worldwide. Mr. Silberg joined Medscape in March after spending 13 years in publishing at the American Medical Association, the last four as Web Editor and Editorial Director for Medical News and New Media at JAMA. Previously, he served as Associate Director for Public Affairs at the University of Chicago Hospitals and, prior to that, spent seven years with United Press International as a reporter, editor and bureau chief in Albany, NY; Detroit; Cleveland and Pittsburgh.
Michael Mabe
Kent Anderson
Kent Anderson is the CEO/Publisher for the Journal of Bone & Joint Surgery. He has been the Executive Director of Product Development for the New England Journal of Medicine, the Publishing Director for NEJM, and Director of Medical Journals at the American Academy of Pediatrics. He’s worked in healthcare publishing for 20 years, and has been a writer, editor, designer, copy editor, managing editor, and publisher. He is the Editor-in-Chief of the Scholarly Kitchen, writes fiction under his pen name Andrew Kent, and has degrees in English and business.
