British Library Update 14 May 2009 Peter Robinson Liaison Team Manager Customer Services...
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Transcript of British Library Update 14 May 2009 Peter Robinson Liaison Team Manager Customer Services...
British Library Update14 May 2009
Peter RobinsonLiaison Team ManagerCustomer Services
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Topics for today
EThOS (Electronic Theses Online System)
Adobe Digital Editions / Secure Electronic Delivery (SED)
British Library Integrated Catalogue (BLIC)
Systems development (IRMDS)
Customer Services
Questions.
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What is EThOS?
EThOS (Electronic Theses Online System)
EThOS offers free access to the full text of UK theses, allowing researchers to tap into this rich and vast body of knowledge.
An e-thesis can take a variety of forms. At the simplest level it may be an electronic version of a printed thesis, such as an old document which has been scanned and converted into PDF. Alternatively, it could be a recently completed piece of work produced and archived as a Word document or a
PDF, to be made available on the Web.
Delivered through a single web interface, the service includes theses stored electronically by the British Library, as well as those held by other universities. Theses will be digitised on demand as and when required by
researchers.
Service: http://www.ethos.bl.uk/
EThOS Toolkit (containing background information):
http://ethostoolkit.cranfield.ac.uk/tiki-index.php
EThOS Project (project now completed): http://www.ethos.ac.uk/
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Intellectual property issues
Seeking permissions – given the number of theses within copyright, would be hugely difficult, time-consuming and very expensive. It
would make offering a viable system impossible and would severely limit the number of theses which could be supplied. Even where the
author could be found, delivery timescales would be dramatically increased while the permissions were sought and administered.
EThOS will therefore digitise, store and distribute existing theses and any submitted outside of the Deposit Agreement in future WITHOUT
gaining specific distribution rights. The EThOS system, then, will adopt an ‘opt-out’ approach rather than 'opt-in'.
This decision is not made lightly and is made on the assumption that:
• The majority of authors wish to demonstrate the quality of their work
• Institutions wish to demonstrate the quality of their primary research
Should any author object to their thesis being made available via the service, there will be a clear notice and removal policy
on legitimate objection.
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EThOS - where are we now?
The popularity of EThOS has been spectacular. Over the three months it has been available as a beta version we have seen:
• Over 100 UK universities sign up to participate in the service• Traffic to the site grow to over 550,000 hits per month, which is even busier than our very popular Online Gallery• The number of theses available for immediate download triple, from 4,000 in January to over 12,500 at the end of April• It grew to become the most popular linking destination from the British Library Integrated Catalogue, generating four times more links than the next most popular resource.
We are, of course, delighted by how quickly EThOS has been adopted by the research community and how effectively it is showcasing UK research to the World. However, as a participant in the service, you will also be aware that this popularity has created some service delays. In particular, it is currently taking us significantly longer than the stipulated 30 working days to digitise theses submitted for inclusion in EThOS.
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Usage
Microfilm
05-06 06-07 07-08
No. theses filmed/digitised
5227 4708 5027
No. theses supplied
12830 11831 10771
EThOS
20/01/09 – 28/03/09
14545
33737
The EThOS service model, where theses are available open access, is very different to our old British Library Thesis service.
We planned for demand to increase significantly when the service went live. In fact, we expected it to increase three fold and planned our
digitisation processes to meet this number of theses. But EThOS has been much more popular than we expected. Demand over the first three
months has been twice our expectation and this has resulted in a significant backlog of theses waiting to be digitised, despite our efforts to
increase the throughput by introducing a second shift and investing in new scanning machinery.
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Secure Electronic Deliveryand Adobe – an overview
SED is our fastest growing delivery mechanism (currently 35,000 articles each month) and will become our most popular during 2009
SED uses Adobe Content Server v3 to deliver the documents
The customer uses Adobe Reader version 6 or 7 to read the documents.
Adobe Reader v6 or 7
ACS3
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Migration from ACS3 to ACS4
September 2008 – ACS4 testing
October 2008 – ACS4 integrated into SED
December 2008 – March 2009 - Begin phased release to customers via a switch based on customer code
March 2009 - No more Adobe Reader 6 or 7 installations - ADE forced upgrade to 1.7 - ADE no longer able to read ACS3.
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ADE and Reader current position
using ACS3
Adobe Reader v6 or 7
SEDACS3
ADE1.6
Can use either Reader 6/7 or ADE to read SED documents.
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ADE and Reader Introducing ACS4December 2008 to March 2009
Adobe Reader v6 or 7
SEDACS4
ADE1.6
Reader 6/7 can only read ACS3;ADE 1.6 can read either.
SEDACS3
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ADE and Reader Dec 2008 - March 2009
Adobe Reader v6 or 7
SEDACS4
ADE1.6
SEDACS3
Customer Code
Control is with a virtual ‘switch’ based on the customer code.
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ADE and Reader Dec 2008 - March 2009
Adobe Reader v6 or 7
SEDACS4
ADE1.6
SEDACS3
Customer Code
Until March the default is to send from ACS3.
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ADE and Reader Dec 2008 - March 2009
Adobe Reader v6 or 7
SEDACS4
ADE1.6
SEDACS3
Customer Code
If the customer confirms ADE is working and registers their customer code by using the
‘switch’, they will get ACS4 documents.
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How the SED switch works
Switch controlled by ‘customer detector page’ http://sed.bl.uk:8091/DEDetector/detect.do
Can also be controlled by ‘customer services application’ (internal BL process).
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ADE and Reader MARCH 2009
Adobe Reader v6 or 7
SEDACS3
ADE1.7
No new installations of Reader 6/7 allowed by Adobe
SEDACS4
ADE 1.7 can no longer read ACS3
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Hot news!
Coming soon… an alternative to Secure Electronic Delivery!
FileOpen is another software option for accessing the documents you request to be delivered electronically.
http://www.fileopen.com/(see the FAQs for more info)
It achieves exactly the same goals as SED but is compatible with Adobe Reader versions 4 and above.
It only requires a small plug-in and once downloaded, users will not need to update/migrate to new platforms.
If you want to volunteer to test it, see me afterwards!
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BL Document Supply – a recent history
We have traditionally offered UKHE a c40% discount on our standard prices
Historically, we have underwritten the cost of delivering the service to UKHE from other areas of the BL
But, have been given a directive by the Treasury to achieve cost recovery within 2 years
Our goal is to do this without passing on all of the pain to the customer.
Price vs cost of COPIES to UKHE - 2003-8
£4.95£4.10 £4.25 £4.25 £4.25 £4.50
£5.85£6.43£6.05£5.60£5.33
£0
£3
£6
£9
2003/4 2004/5 2005/6 2006/7 2007/8 2008/9
Price Cost
Price vs cost of LOANS to UKHE - 2003-8
£9.00£6.85 £6.85 £7.20 £7.60 £8.05
£10.87£10.40£9.90£8.95
£7.01
£4
£7
£10
£13
2003/4 2004/5 2005/6 2006/7 2007/8 2008/9
price Cost
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• We ran 6 Focus Groups in June and July 2008, with over 70 universities represented
• We floated the idea of an alternative model and asked participants to give us their views
• We came away with a set of goals that would make an alternative model attractive and have scored all alternatives against the criteria
• We are now in a position to recommend one model.
Consultation process
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Service Current Price
Actual Cost
Shortfall % required for full Cost
Recovery
Articles (e)
£4.95 £5.85 £0.90 16%
Loans £9.00 £10.87 £1.87 17%
An alternative document supply model – our goals
• To achieve our cost recovery goals by March 2011
• To minimise the impact of charges to end users
• To minimise the short-term impact on existing operational and ordering procedures
• To phase the introduction of any new model over a number of years
• To recognise the different business needs of each institution and offer options to all customers.
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Options considered
• Stick with the transactional model
• An “all you can eat” subscription
• A cross between the two.
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The New Hybrid Subscription Model
• Requires the university to pay an additional subscription fee in order to offset future transactional price rises
• Customer will qualify for a series of an additional service benefits if they opt for a subscription
• Subscription fee is determined by the volume of transactions from each institution.
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The Hybrid subscription model – what does it include?
Institution X
Subscription = • Transactional rate capped until August 2011• All Banker Transactions included• 2hr service for £15 (usually £26)• 24hr service for £10 (usually £16)• Guarantee of <inflation rise to subscription price until at least Aug 2011• Branded SED• Access to all future encryption options.
Transactional Charges • SED = £4.95• Paper = £5.95• Loans = £9.00• Everything else = standard price.
+
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The Hybrid subscription model – calculating the subscription fee
• Annual subscription fees are determined by the current volume of transactions with the BL, with heavier users paying more than lighter users
• There will be no subscription fee required for customers currently spending <£1,000pa on document supply services.
£ 9.00 £
5.95 £ 4.95 TOTAL Proposed
Customer Loans Paper copies SED copies Revenue Subscription
1 £ 43,381 £ 17,099 £ 27,613 £88,093 £5,000
10 £ 28,461 £ 8,754 £ 14,138 £51,353 £5,000
20 £ 15,096 £ 9,349 £ 15,098 £39,544 £5,000
30 £ 12,499 £ 6,397 £ 10,330 £29,225 £3,000
40 £ 13,998 £ 4,885 £ 7,889 £26,773 £3,000
50 £ 10,134 £ 4,842 £ 7,820 £22,795 £3,000
75 £ 3,311 £ 3,685 £ 5,951 £12,946 £1,500
100 £ 2,710 £ 1,489 £ 2,404 £6,602 £1,000
124 £ 489 £ 277 £ 447 £1,212 £500
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Rolling out the new model
• The Hybrid Subscription Model will be available from August 2009
• In years 1 and 2, customers will be given the choice of the subscription model of sticking with a version of the existing transactional model
• Prices on the transactional model will rise in two increments to each cost recovery by Aug 2010.
Transactional model Only: £4.95 copies, £9.00 loans
Subscription model:Subscription = £500 - £5k
+£4.95 copies, £9.00 loans
Today From Aug 2009
Transactional model:£5.40 copies, £9.90 loans
Or
From Aug 2010
Subscription model:Subscription = £500 - £5k + inflation
+£4.95 copies, £9.00 loans
Transactional model:£5.85 copies, £10.80 loans
Or
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The BL Catalogue is changing.
http://catalogue.bl.uk
The British Library Integrated Catalogue (BLIC) is changing.
We need your comments to shape its future.
A beta version of BLIC is currently available for testing.
Tell us what you think.
http://www.bl.uk/surveys/primo/index.html
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What else is new?
The British National Bibliography (BNB) is now searchable as a separate file on BLIC.
The British National Bibliography is a record of UK and Irish publishing and
items received by the British Library on legal deposit.
Included are pre-publication records and records created by legal deposit libraries other than the BL.
Despite it being a legal requirement that these books are sent to us, items listed in BNB are not necessarily all held by
the British Library.
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Is everything else available for loan?
No.
Most items in the Reference Collection (usually stored in the St Pancras building) are not available for loan.
But some are… how can you tell which are which?
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Systems development
A major overhaul of our request processing system is underway.
This involves running several legacy systems alongside the new integrated system, then moving to a seamless changeover.
We have consulted users about what they would like to see from the new system.
We are now going to tender to identify the most suitable supplier.
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Keeping in touch
Customer Updates
Customer education
Representation on ILL stakeholder groups
Public events
Keeping track and monitoring trends (CRM)
Key Account Management
Agents
Managing expectations
Feedback / Customer Satisfaction
Internal customers
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Special copy services
Imaging Services (paper or digital copies of manuscripts, out-of-copyright books, music etc)
Copy service for out of print items published by HMSO / The Stationery Office, Health and Safety Executive etc.
Colour copies
Near-Print Quality copies
Replacement and Multiple copies
Copies for the visually impaired using guidelines set out in the Copyright (Visually Impaired Persons) Act 2002
Higher Education Scanning Service (HESS).
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Customer Services
More than just a call centre!
Variety and diversity - everything from ARTEmail to Zetoc
A professional service at all times
Highly responsive to customer concerns
We can represent the views of the customer to colleagues and departments within the BL
01937 546060 / [email protected]
British Library Update14 May 2009
Peter RobinsonLiaison Team ManagerCustomer Services