The rise and fall of a The rise and fall of a document delivery servicedocument delivery service

Jane Smith and Tony McSeanJane Smith and Tony McSean

FIL Interlend 2007 ConferenceFIL Interlend 2007 Conference

A personal viewA personal view

Not representing the BMA at this Not representing the BMA at this conferenceconference

Sharing past experienceSharing past experience

The rise and fall of a document The rise and fall of a document delivery servicedelivery service

History BMA in 1989 and 2005History BMA in 1989 and 2005 Rapid developmentsRapid developments Scale of operationScale of operation ChangesChanges Some thoughts and lessonsSome thoughts and lessons

History: the situation in History: the situation in 19891989 Recent Library moveRecent Library move Pricing – guesswork and per-pagePricing – guesswork and per-page Old NHS structureOld NHS structure Main back up supply from Boston SpaMain back up supply from Boston Spa

ChallengesChallenges

Privately funded organisation and Privately funded organisation and librarylibrary

Multi disciplinary subject scopeMulti disciplinary subject scope Geographical spread of usersGeographical spread of users Need to deliver remote-access Need to deliver remote-access

servicesservices

Service developmentsService developments

New pricing structureNew pricing structure Stock reorganisation Stock reorganisation Re engineering systemsRe engineering systems Institutional membership schemeInstitutional membership scheme

Customer focus and qualityCustomer focus and quality

Programme of quality improvementProgramme of quality improvement Investment in staffInvestment in staff Self-managing team of DDS staffSelf-managing team of DDS staff Focus on the customerFocus on the customer Cost controlCost control Marketing led growthMarketing led growth

Service focusService focus

Subject coverageSubject coverage Remote access – by any methodRemote access – by any method Cheapest pricesCheapest prices FastFast SystemsSystems Personal touch Personal touch

By 1998….By 1998….

The back up library of first resortThe back up library of first resort

The docdel decline startsThe docdel decline starts

Changes within NHS information Changes within NHS information provisionprovision

E-journals, “big deals”, collaborationsE-journals, “big deals”, collaborations Access to content via the webAccess to content via the web Copyright changes – EC DirectiveCopyright changes – EC Directive

ReactionReaction

Cost savingsCost savings Switch to electronic deliverySwitch to electronic delivery Integrated electronic transaction Integrated electronic transaction

management systemmanagement system Combined with added value servicesCombined with added value services

ResultsResults Cheaper and faster more responsive Cheaper and faster more responsive

deliverydelivery Maintain share of the marketMaintain share of the market

Significant challengesSignificant challenges

Shift in user focusShift in user focus Change in priorities at BMAChange in priorities at BMA Events of 7Events of 7thth July 2005 July 2005 Service shut down for two weeksService shut down for two weeks

Lessons from July 2005Lessons from July 2005

CommunicationCommunication Disaster planningDisaster planning Disaster plan twin (RCN)Disaster plan twin (RCN) Sector library networksSector library networks Business Continuity PlanningBusiness Continuity Planning Back to work action planBack to work action plan Clear staff responsibilitiesClear staff responsibilities Communication internally and externallyCommunication internally and externally Resources to relaunch serviceResources to relaunch service

The futureThe future

The end of traditional doc del The end of traditional doc del services?services?

Virtual environmentVirtual environment Digitisation projectsDigitisation projects Focus on access and value added Focus on access and value added

servicesservices

Biodiversity Heritage LibraryBiodiversity Heritage Library

Part of the Encyclopedia of Life projectPart of the Encyclopedia of Life project Programme launch 2007Programme launch 2007 Widen access to original sourcesWiden access to original sources New audiences, support researchNew audiences, support research Linking collectionsLinking collections http://www.bhl.si.eduhttp://www.bhl.si.edu Protype site: Protype site:

http://www.biodiversitylibrary.org/http://www.biodiversitylibrary.org/

Any questions?Any questions?

Jane Smith, Jane Smith,

Head of Library Collections and ServicesHead of Library Collections and Services

Natural History MuseumNatural History Museum

Jane.smith@nhm.ac.ukJane.smith@nhm.ac.uk