Updated: March 27, 2020
As we all navigate a complex and challenging environment, ProQuest remains committed to providing awareness and transparency to our employees, customers and partners about our status and actions we are taking.
Our business is fully operational, with our continuity programs activated, and additional contingency plans at the ready to mitigate disruptions. Our focus is on:
- The health and safety of our employees and customers
- The continuity of our services
- Supporting our customers and their users
- Compliance with governmental regulations and public health guidance
Employee and customer health and safety
- We have implemented a company-wide work-from-home policy and have restricted access to our facilities. To continue to inform our company policies, we are closely monitoring guidelines from the government and health officials in the communities where our employees and customers live and work.
- Virtual meetings are keeping us connected with customers, colleagues and partners in a safe manner.
- While we’re not joining in-person events, we are hosting and attending virtual conferences to stay in touch, continue learning and share knowledge.
- As a global company, ProQuest has a model in place that ensures consistent customer service and support. Our critical business functions, including technical support, are distributed in regions around the world. Our cloud-based infrastructure provides redundancy across geographies.
- Our teams around the world are able to work remotely with the security and access to the services necessary to support our business and customers. The many ProQuest offices that have transitioned to online-only environments are operating successfully.
- The majority of our professional services are handled remotely without the need to travel to customer sites. Video- and tele-conferencing are successfully standing in for customer meetings that would normally take place onsite.
- In regions where we have suspended shipments of physical media, we are able to ensure uninterrupted service to our customers by providing titles in e- format. We have many options and an expanding program with publishers to meet the varying needs of libraries.
Supporting our customers and end users
- COVID-19 is having an unprecedented effect on universities and libraries. We have launched a variety of programs to support our customers’ urgent needs for electronic resources. Among them is a partnership with more than 1,700 publisher imprints to support libraries in providing unlimited access to Ebook Central holdings for all patrons at no extra charge.
- We are helping to support distance learning by providing libraries with streaming versions of DVDs in their physical collections.
- Our account teams are reaching out to customers through phone and email, helping them with customized programs that bridge gaps created by this unprecedented environment.
- We’ve launched a COVID-19 news and research site that features up-to-date and authoritative content gathered by our editors.
ProQuest is making real-time decisions, implementing programs and measures to support our employees and customers. If there is anything that we can do to support you and your institution, or if you have questions or concerns, please contact your account team or visit us at https://support.proquest.com.
We will post updates to the ProQuest blog and send email notifications when needed. The status of our systems is always available in real time at https://status.proquest.com.
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