E-commerce - Big Interest, Little Action

Some in-plants worry that supplies ordered online may not reach them in time. Liss, of the San Diego County Office of Education, says he can call Gans, his ink supplier, order a special mix and have it delivered overnight.

"I've got long relationships with a lot of the vendors in town," he says.

In the end, relationships matter most. E-commerce may add efficiency or offer savings, but in-plants need to feel they can trust online suppliers to come through for them. They like speaking to a person when ordering—if only to have someone to hold accountable.