As I pass among the delegates at Access 2008, I seem to feel a special hatred of Innovative Interfaces Inc emanating from all systems librarians forced to use their products. Not only do I hear a lot of complaining about problems librarians continue to experience with their software, not to mention their extortionary pricing model, but there’s a particular exchange that has occurred more than once. It goes something like this:
Person 1: Not only do I not like Innovative, but I can’t remember anyone stating one good reason for going with them, or anything positive about their product.
(4-6 other people in the conversation) Me neither.
“Look after the customer and the business will take care of itself,” advised Ray Kroc, former head of McDonald’s. Innovative is evidently not making their customers happy, and I can’t say that I’m optimistic about their ILS business.