British Library Update 14 May 2009 Peter Robinson Liaison Team Manager Customer Services

2 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.

EThOS

4 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: EThOS Toolkit (containing background information): EThOS Project (project now completed):

5 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.

6 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.

7 Usage Microfilm No. theses filmed/digitised No. theses supplied EThOS 20/01/09 – 28/03/ 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.

Adobe Digital Editions

9 Secure Electronic Delivery and 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

10 Migration from ACS3 to ACS4 September 2008 – ACS4 testing October 2008 – ACS4 integrated into SED December 2008 – March Begin phased release to customers via a switch based on customer code March No more Adobe Reader 6 or 7 installations - ADE forced upgrade to ADE no longer able to read ACS3.

11 ADE and Reader current position using ACS3 Adobe Reader v6 or 7 SED ACS3 ADE 1.6 Can use either Reader 6/7 or ADE to read SED documents.

12 ADE and Reader Introducing ACS4 December 2008 to March 2009 Adobe Reader v6 or 7 SED ACS4 ADE 1.6 Reader 6/7 can only read ACS3; ADE 1.6 can read either. SED ACS3

13 ADE and Reader Dec March 2009 Adobe Reader v6 or 7 SED ACS4 ADE 1.6 SED ACS3 Customer Code Control is with a virtual ‘switch’ based on the customer code.

14 ADE and Reader Dec March 2009 Adobe Reader v6 or 7 SED ACS4 ADE 1.6 SED ACS3 Customer Code Until March the default is to send from ACS3.

15 ADE and Reader Dec March 2009 Adobe Reader v6 or 7 SED ACS4 ADE 1.6 SED ACS3 Customer Code If the customer confirms ADE is working and registers their customer code by using the ‘switch’, they will get ACS4 documents.

16 How the SED switch works Switch controlled by ‘customer detector page’ Can also be controlled by ‘customer services application’ (internal BL process).

17 Service Switch on

18 ADE and Reader MARCH 2009 Adobe Reader v6 or 7 SED ACS3 ADE 1.7 No new installations of Reader 6/7 allowed by Adobe SED ACS4 ADE 1.7 can no longer read ACS3

19 ADE and Reader SEPTEMBER 2009 Adobe Reader v6 or 7 SED ACS3 ADE 1.7 SED ACS4

20 What you should do Move to Adobe Digital Editions as soon as possible!

21 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. (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!

Building a sustainable document supply model for the future

23 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.

24 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

25 ServiceCurrent Price Actual Cost Shortfall% required for full Cost Recovery Articles (e) £4.95£5.85£0.9016% Loans£9.00£10.87£1.8717% 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.

26 Options considered Stick with the transactional model An “all you can eat” subscription A cross between the two.

27 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.

28 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. +

29 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 £ 4.95TOTAL Proposed Customer LoansPaper copiesSED copiesRevenueSubscription 1 £ 43,381 £ 17,099 £ 27,613£88,093£5, £ 28,461 £ 8,754 £ 14,138£51,353£5, £ 15,096 £ 9,349 £ 15,098£39,544£5, £ 12,499 £ 6,397 £ 10,330£29,225£3, £ 13,998 £ 4,885 £ 7,889£26,773£3, £ 10,134 £ 4,842 £ 7,820£22,795£3, £ 3,311 £ 3,685 £ 5,951£12,946£1, £ 2,710 £ 1,489 £ 2,404£6,602£1, £ 489 £ 277 £ 447£1,212£500

30 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 Transactional model Only: £4.95 copies, £9.00 loans Subscription model: Subscription = £500 - £5k + £4.95 copies, £9.00 loans TodayFrom 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

British Library Integrated Catalogue

32 The BL Catalogue is changing. 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.

33 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.

34 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?

Systems Development

36 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.

Customer Services

38 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

39 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).

40 Customer Services  More than just a call centre!  Variety and diversity - everything from ART 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  /

41 Questions?

British Library Update 14 May 2009 Peter Robinson Liaison Team Manager Customer Services