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Perhaps they would be more responsive if they were faced with the 
complete cancellation of your institution's access.  It might make 
your users quite unhappy, but, as you said, your contractual 
obligations may make that action necessary.

Richard R. Dupont
Head Librarian
Emmanuel College
PO Box 69
Franklin Springs, GA 30639
706-245-7226 x2734
Fax: 706-245-4424
E-mail: rdupont@emmanuel-college.edu