AUXILIARY SERVICES DIVISION UNIVERSITY OF BOOKSTORE

Summary of Major Accomplishments

The Bookstore provided expanded services in Fiscal Year 2010 which added value and enhanced the focal point of making the bookstore a destination point on campus. A core mission of the bookstore is to exceed the expectations of the campus community through product availability, providing a destination space and adding services that are in demand.

In a joint partnership with the Office of Research Services, a TEC Services technology repair site was launched in the UGA Bookstore. The TEC Services location at the UGA Bookstore provides PC and MAC-certified technicians who complete repairs onsite. Students, faculty and staff can now purchase a computer at the UGA Bookstore Computer Store and have technical services performed at the same location.

The UGA Bookstore opened an AT&T kiosk, which provides AT&T sales, service and support. The relationship with AT&T had an immediate impact on students when an agreement was reached with the Office of International Student Life to lower deposits and waive fees traditionally associated with new accounts for international students.

The UGA Bookstore added a vending machine to make essential supplies available at the UGA Gwinnett Campus located in Lawrenceville. The machine offers items available at the UGA Gwinnett Bookstore 24/7, which adds convenience and accessibility when the bookstore is closed. Based on the non-traditional schedule of many students at this campus, this machine will have an immediate impact on the overall level of customer service.

The University of Georgia Bookstore, EITS and the Office of the Registrar have partnered to implement a solution to the textbook provisions of the Higher Education Opportunity and Affordability Act, which took effect on July 1, 2010. The Act is designed to reform the higher education system so that it operates in the best interests of students and families in an effort to make college more affordable and accessible. The Act calls for the disclosure of International Standard Book Numbers (ISBN) and the price of textbooks for each course, to the maximum extent practical and in a manner of the school’s choosing, within the school’s online course schedule. Per the Act: “The purpose of this section is to ensure that students have access to affordable course materials by decreasing costs to students and enhancing transparency and disclosure with respect to the selection, purchase, sale and use of course materials. It is the intent of this section to encourage all of the involved parties, including faculty, students, administrators, institutions of higher education, bookstores, distributors and publishers, to work together to identify ways to decrease the cost of college textbooks and supplemental materials for students while supporting the academic freedom of faculty members to select high quality course materials for students.” The UGA Bookstore is the University of Georgia’s primary resource for course material information. Securing textbook ISBN and price

D-59 information in time for inclusion within online course schedule requires exceptional faculty outreach, skilled bibliographic expertise and state-of-the-art technological resources. The UGA Bookstore has these capabilities and has helped the University of Georgia meet the Act’s provisions. The UGA Bookstore also will continue to work with administrators and faculty to encourage timely submission of course materials requests which are essential to support the public reporting provisions of the Act.

The bookstore continued to focus on developing new relationships and continuing successful partnerships with organizations throughout campus. The UGA Bookstore hosted a number of events throughout the year within the store and participated in a variety of events at locations throughout campus. The bookstore, in collaboration with the UGA Alumni Association, hosted the following events: Alumni Shopping Night, Faculty Author Reception, Parents Council Breakfast and Graduation Celebrations. The UGA Bookstore worked with the College of Agricultural and Environmental Sciences to sell UGA merchandise at the Sunbelt Agricultural Expo in Moultrie. Other events in which the bookstore participated included: the Children’s Literature Conference, Harriett Austin Writers Conference, Conference of Latino Achievement and Success in Education, and the Holmes-Hunter Lecture. In-store authors included , Tony Barnhart, , and Fran Tarkenton. Donations were made to more than 50 organizations on campus and included the UGA Graduate School, Finance and Administration, College of Education, African American Cultural Center, UGA Alumni Association, Student Life, Graduate School Outreach and Diversity Office, Homecoming Executive Board, UGA Relay for Life, UGA Miracle, UGA Office of Admissions and many more.

BookNow functionality was implemented for students attending classes at the UGA Gwinnett and Griffin Campus, and remote sales and buyback services were extended to students at the Griffin Campus prior to the start of each semester.

The University Bookstore continued to offer $12,000 in annual bookstore scholarships, collaborating with the Office of Student Financial Aid, which selects each recipient.

The bookstore’s focus on customer service was tracked through a comprehensive secret shopper program with the combined UGA bookstores scoring an average of 90.72% for FY 2010. In addition, the bookstore was chosen by readers of the Athens-Banner Herald as first place memorabilia store.

The electronic book strategy of the bookstore continued to be expanded in FY 2010 using the CaféScribe platform. A “try now, buy later” option was made available to students, giving them free access to the electronic textbook for seven days. Each semester the bookstore has added more titles to the electronic textbook assortment and these titles have been displayed prominently at the entrance to the textbook department. Although actual sales of electronic textbooks are still very small, the platform is being strengthened with more titles, faculty communications and merchandising focal points.

D-60 Summary of FY 2011 Goals

The University of Georgia Bookstore is planning to launch a textbook rental program for the new academic year, giving students the benefit of saving 50 percent or more on textbooks. The rental program will bring flexibility and choice to students and parents so they can decide how, when and where they want to buy their books.

The program is designed to be available in-store and online with in-store pick-up. Students can use multiple forms of payment, including financial aid and campus cards for a no-hassle purchase. Students will have the freedom to highlight and take notes all within the normal wear and tear associated with coursework. Students will have the choice to buy their textbook at the end of the term if they want to keep the book.

As the course material experts on campus, the UGA Bookstore has a role in lowering education costs, and the bookstore has the power to collaborate with faculty to select course materials that can generate cost savings for students to ensure they come to class equipped to learn. Rent-A-Text will help students save money, and it will support strong learning habits by making it easier for students to get all their books when they need them. The UGA Bookstore is encouraging faculty to consider rental eligibility when adopting course materials so that the bookstore is providing more students with cost- saving options. The bookstore knows that students have a lot of choices as to where they buy their textbooks and believes that this program will help the bookstore to become the most competitive textbook option.

The University of Georgia Bookstore will continue to expand on the mission of exceeding customer expectations by continuing to enhance merchandise selection; continuing in the delivery of exceptional customer service; improving overall scores on all secret shopper reports; and continuing the mission to educate and train staff through the eXcel Customer Service Program.

The University of Georgia Bookstore will leverage choice in Fiscal Year 2011 through a wide variety of course material formats including textbook rental, electronic textbooks, custom textbooks, used and new textbooks. Through relationship-building with faculty and publishers, the best options will be made available to students through all available channels including the UGA Bookstore, ugabookstore.com, BookNow and BookLook.

D-61 UNIVERSITY BOOKSTORE FINANCIAL SUMMARY FOR THE FISCAL YEAR ENDED JUNE 30, 2010

FY 2010 FY 2009 YEAR TO PERCENT OF YEAR TO PERCENT OF DATE REVENUE DATE REVENUE

Revenue (1) $ 1,231,831 100.0% $ 1,420,544 100.0%

Cost of Goods - 0.0% - 0.0%

Gross Profit 1,231,831 100.0% 1,420,544 100.0%

Operating Expenses:

Personal Services - 0.0% - 0.0% Direct Expenses (2) 160,767 13.1% 222,038 15.6% Indirect Expenses 97 0.0% - 0.0%

Total Operating Expenses 160,863 13.1% 222,038 15.6%

Net Operating Income 1,070,968 86.9% 1,198,506 84.4%

Transfers:

Depreciation 90,110 7.3% 90,933 6.4% Debt Service - 0.0% - 0.0% Other Transfers - 0.0% - 0.0%

Total Transfers 90,110 7.3% 90,933 6.4%

Net Income $ 980,858 79.6% $ 1,107,573 78.0%

(1) Includes a distribution of interest income (2) Includes a distribution of administrative expense

D-62

UNIVERSITY OF GEORGIA BOOKSTORE ORGANIZATION CHART

Store Director James Dwyer

Senior Ship & Customer General Assistant Textbook Tradebook Receiving Service Merchandise Director Manager Manager Manager Bob Bailey Manager Manager Robert Susan Cowley Jonathan Hall John O’Loughlin Charles Upton Newsome D-63

Senior Customer Dept Manager Clinique GM Receiving Text Receiving Textbook Tradebook GM Coordinator GM Coordinator GM Coordinator Accounting Service Computer Store Counter Coordinator Coordinator Manager Cameron Coordinator Clothing & Gift Supplies Mail Order Clerk Debi Shaw Blake Brown Coordinator Jon Sutton Rebecca Primm Coordinator Felicia Hylton Lenora Mulinex John Nagel Cindy Norton Tracey Holder Forshee Amanda Norton

Part Time Lead Cashiers Textbook Part Time Part Time Accounting Associates Part Time Charnelle Coordinators Associates Clerk Cash Control Associates Davenport Kenneth Lennon Associates GM and Tradebook Clerks Glendale Johnson Accounting Receiving Clerks Katie Schweitzer Rhonda Powell Mail Order Clerks

Part Time Part Time Associates Associates Cashiers Textbook Clerks