[Athen] Pearson Pushing VitalSource after ATN denial

[Susan Kelmer]

I have heard this same crap from Pearson through my contact (which is probably the same).  By now, they have heard the "whys" and yes, they are being literal roadblocks to providing what we ask for.

When we request a PDF through ATN, we get it next-day (unless that title is on VitalSource, then we have to do the end run or workaround, which takes weeks, if they even respond at all).

So no, they are not "committed" to getting us what we need.  If it isn't in their tiny little definition of what they want to provide, we get the runaround, and the 20 questions, and really this just delays us getting what we need for our student.  That is what I wish they would understand.  We aren't asking for a PDF because we don't know any better. We are asking for a PDF because that is what we need to do what we do for the student.

If anyone wants the contact with Pearson directly, please email me off-list, I'm happy to share my contact's information.

Susan Kelmer
Alternate Format Production Program Manager
Disability Services
University of Colorado Boulder
303-735-4836



From: athen-list <athen-list-bounces at mailman12.u.washington.edu> On Behalf Of George Kerscher
Sent: Tuesday, January 29, 2019 3:29 PM
To: 'Access Technology Higher Education Network' <athen-list at u.washington.edu>
Subject: Re: [Athen] Pearson Pushing VitalSource after ATN denial

Hello,

I reached out to folks at Pearson to get some clarification. Here is what I was told:
Begin email from Pearson rep
if a student needs a PDF for accessibility purposes we will provide it. We're not in the business of denying anyone access to what they need for learning. As you are aware we've partnered with Vitalsource to provide accessible ePubs to students and in most cases this does meet their needs. When it doesn't, we ask why - not to "get in the way" but to try to understand the needs of the student in question.

While we do ask for "Proof of purchase" it isn't to identify the students - we are as concerned with privacy as anyone else. I'll look at the messaging we use to see if we can do a better job communicating.

As to his two week wait. we have internal approval processes in place before we let PDF's out the door. Those processes are in place to help insure that we protect the IP rights of our authors. Sometimes this does slow things down but we are currently active in trying to improve those processes and reduce the time necessary to deliver the PDF's.

I hope that helps, please feel free to reach out with any questions.
End of email from Pearson rep.

I was also told if anybody would like to communicate directly, send me (kerscher at montana.com<mailto:kerscher at montana.com>) and I will forward the request to my contact.

Best
George




From: athen-list <athen-list-bounces at mailman12.u.washington.edu<mailto:athen-list-bounces at mailman12.u.washington.edu>> On Behalf Of Deborah Armstrong
Sent: Tuesday, January 29, 2019 10:55 AM
To: 'Access Technology Higher Education Network' <athen-list at u.washington.edu<mailto:athen-list at u.washington.edu>>
Subject: Re: [Athen] Pearson Pushing VitalSource after ATN denial

Just to give you comfort, the same thing has happened to me six times so far. Three of those times, luckily the student fell in love with VitalSource. The other three times, I had to do the proof-of-purchase-big-argument-thing!

For me, the bigger problem is when a student's textbook is an ebook only, integrated with the LMS. Pearson's beginning to do that a lot now, and so is Cengage. If a student has a book I can scan, then it's much easier.

--Debee




From: athen-list <athen-list-bounces at mailman12.u.washington.edu<mailto:athen-list-bounces at mailman12.u.washington.edu>> On Behalf Of Sorensen, Neal B
Sent: Monday, January 28, 2019 1:55 PM
To: athen-list at u.washington.edu<mailto:athen-list at u.washington.edu>
Subject: [Athen] Pearson Pushing VitalSource after ATN denial

Hi All,

I'm writing to see if anyone else has encountered a problem like this with (our dear friend) Pearson. Here's the story. I made a request on AccessText Network for Microeconomics by Pindyck and Rubinfeld, and the request was denied. I received a follow-up e-mail at the same time saying the title is available on VitalSource, and the student could sent a proof-of-purchase directly to Pearson to get a free access code for their book. Now, I have NEVER had to provide a proof-of-purchase to get any book on AccessText Network. Their follow-up also suggested contacting the Pearson disability support office if the student is "using an assistive technology other than a screen reader." The request has been approved by their permissions and now I'm just waiting for the book.

This is unacceptable of Pearson. Thankfully the student has tried to use textbooks only accessible online before, and knows the PDF is better for his needs. I've been waiting almost two weeks now for this book (I got a customer satisfaction survey before I got the book). What is mildly infuriating about all this is that I know they have the book in PDF... I mean, it's on VitalSource so they have electronic versions! Why not just give me the PDF?

Additionally, why would I give Pearson the identity of my student? We are bound to confidentiality, and asking the student to identify themselves to the publisher is not necessary. This just goes to show that the major publishers will always try new ideas that don't make sense, and that it is important to push back against those ideas when we encounter them!

Neal Sorensen
Access Specialist
Accessibility Resources
Minnesota State University, Mankato
132 Memorial Library
Mankato, MN 56001

Phone: 507-389-5242
FAX: 507-389-1199
Email: neal.sorensen at mnsu.edu<mailto:neal.sorensen at mnsu.edu>

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