Promoting Your In-plant

It doesn't hurt to show some gratitude to customers either, he adds.

"For our best customers, we'll send out thank you cards and gift certificates to Starbucks," Friesen says.

One promotional tool that many in-plant managers have found to be effective is a newsletter. Bob Lane, assistant director of Document and Printing Services for Arizona State University, in Tempe, has been producing a full-color, 11x17˝ newsletter called "The Source" since 1995. It has been so effective, he says, that other university departments asked the shop to design and print newsletters for them (see sidebar).