1. British Library Update 8 January 2009 Peter Robinson Customer Services peter.robinson@bl.uk

2. 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.

3. EThOS

4. 4 What is EThOS? EThOS (Electronic Theses Online System) http://www.ethos.ac.uk/ 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.

5. 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. 6 Using EThOS Because of the technical problems following the launch of EThOS in September 2008 an interim, hybrid service is being offered by the British Library. We will supply copies of theses in microfilm or in digital format. Since December 9 2008, a select group of users have been testing a beta version of the service, and an official re-launch date for EThOS will be announced shortly.

7. 7 The Hybrid BL / EThOS service The hybrid service will enable the ordering and supply of microfilm copies where the thesis is already held by the British Library. In cases where we do not hold a copy, the customer’s order will initiate the digitisation of the original hard copy and delivery will be as a searchable PDF file on CD-ROM. If the thesis was issued by an EThOS non-participating institution, the customer will be directed to apply direct to that institution. Paper copies of theses may also be supplied in response to orders made via either of these hybrid service routes. During the period that the hybrid service applies, the existing price structures for microfilm or paper copies will apply. The supply of newly digitised theses on CD-ROM will be free of charge (but only when not already available on microfilm). All other aspects of the service remain the same as before.

8. Adobe Digital Editions

9. 9 Secure Electronic Delivery 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. 10 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.

11. 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. 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. 13 ADE and Reader December 2008 to 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. 14 ADE and Reader December 2008 to 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. 15 ADE and Reader December 2008 to 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. 16 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).

17. 17 Service Switch on

18. 18 Service Switch on  BL Inside was connected by the SED switch on 9 December 2008 BL Direct and Relais will be connected TODAY Most customers will only receive ACS4 documents after they have tested and registered their customer code for it However… All BL Direct customers can receive ACS4 documents from TODAY as the service does not have a customer code log-in.

19. 19 Service switch-on for BL Direct Switch over to ACS4 is TODAY From now on, customers must use Adobe Digital Editions Included in FAQ since September 2008 Highlighted in Banner since December 2008.

20. 20 How we are alerting customers  Inside - Message of the Day - Links and text change in SED panel Relais - New text and links in the SED email Included in BL Direct FAQ since September 2008 Highlighted in BL Direct banner since December 2008 Featured on SED webpage www.bl.uk/sed

21. 21 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

22. 22 ADE and Reader SEPTEMBER 2009 Adobe Reader v6 or 7 SED ACS3 ADE 1.7 SED ACS4

23. 23 What you should do Move to Adobe Digital Editions as soon as possible!

24. 24 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!

25. British Library Integrated Catalogue

26. 26 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

27. 27 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.

28. 28 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?

29. Systems Development

30. 30 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 are consulting users about what they would like to see from the new system. Let me know if you are interested in being part of the consultation process.

31. Customer Services

32. 32

33. 33 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

34. 34 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).

35. 35 General Enquiries (?)  I have a copper pot I’m trying to find some information on. Thought I would see if you could help.  Do you recognise this picture of the railway station of Bombay which I found in a history book? I would like to publish it in a Swedish article about the colonial period of India.  Sorry to be so vague, but wondered if you could help identify a popular song that includes the following lyrics: “I walked on high and I looked around, and the world that I saw….” I believe it’s a British group but I’m not sure. Any help would be appreciated.

36. 36 Dear Sir / Madam My name is ****, and I am a suspense author. I write under the name of *****. I am currently working on a suspense novel, and need to have two questions answered, if you could find the time. 1. In my book, someone is murdered in London apartment. Scotland Yard is doing the investigation. Where would Scotland Yard take the body to ? 2. Is this the same place that someone coming to identify the deceased would go? If so, do they use close circuit television monitors so the people identifying the body can just look at the screen to identify the body? I sent an inquiry to Scotland Yard, but have not yet heard back from them, and I thought you might be able to provide this information. I just need to know if it is a morgue, forensics facility, or type of building Scotland Yard uses for autopsy and deceased identification. Sincerely, General Enquiries (?)

37. 37 General Enquiries (?)

38. 38 General Enquiries (?)

39. 39 General Enquiries (?)

40. 40 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 / customer-services@bl.uk

41. 41 Questions?