Intervention de M. Andy Appleyard : The British Library Document Supply Service, an On-Demand Service for a demanding world

1. The British Library Document
Supply Service
An on-demand service for a demanding
world
Andy Appleyard
Head, Document Supply, Imaging and Customer Services

2. www.bl.uk 2
British Library locations
Boston Spa
Yorkshire
St Pancras
London

3. www.bl.uk 3www.bl.uk
British Library Strategy
Living Knowledge – 6 core purposes

4. www.bl.uk 4
We make our intellectual
heritage accessible to
everyone for research,
inspiration and
enjoyment
The British Library – our role
National library of the UK
Serves researchers, business, libraries,
education and the general public
Collecting
Collects under Legal Deposit, plus
£14m worth of material per year
Preserving
Rare literature, published print
collections and sound
Providing Access
Onsite via Reading Rooms
Information Services
Providing just-in-time copies and
loans to organisations across the
world via Document Supply
Exhibitions
Programmes of exhibitions, events
and learning activities attracting
thousands of visitors

5. www.bl.uk 5
British Library Information Services
Services
Document Supply
(by digitisation on demand)
Inter Library Loan
Collaborative storage
EThOS (PhD theses online)
Higher Education course packs
Support to Reading Rooms
Mass digitisation
Audiences
UK Higher Education
Global commercial
UK National Health Service
UK Government
General public
Overseas Higher Education
Niche subject audiences
Major user
User
New opportunity

6. www.bl.uk 6
Document Supply Demand Profile
• Long track record, peaked in the late 90’s, little investment
• Customer base includes UK and international markets and public sector
and commercial organisations
• Decline brought on by digital innovation (the internet/Google/pay-per-view)
and publisher big deals
Change
Programme

7. www.bl.uk 7
2008 Change Programme
Reduce cost and rebalance
• Continuous Improvement
• Commercial operations management
• Customer First campaign
• Investment in platform technology
Current challenges…
• Internal acquisition cuts
• Customer expectations and technology change
• Competition including alternative (free) digital access
• Open Access

8. www.bl.uk 8
Technology
Partnerships
BL Brand
(trust & compliance)
Continuous Improvement
Customer Service
Designing a Sustainable Strategy
• How do our customers see us?
• What are our strengths and
USPs?
• How do we meet customers’
needs?

9. www.bl.uk 9
• 3 million monographs
• Over 48 million journal articles
• 0.5 million Doctoral theses and dissertations
• 5 million research reports and official publications
• Over 12.5 million digital items, available to download immediately
A vast, described collection in various formats
But how to keep relevant and up-to-date?
?
All available
on demand
Image:MariaElena

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Document Supply demand profile by age of publication
In 1997 80% of demand
was for journals up to
10 years old
By 2014 80% of demand
was for journals up to
25 years old
Changing behaviour and budgets cuts pushing BL document
supply into the “long tail”
0%
20%
40%
60%
80%
100%
Year
2
4
6
8
10
12
14
16
18
20
22
24
26
28
Document Supply Requests supplied by age of journal
1997 2014

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167 143 117 89 63 52
877
704
565
454
411 241
0
200
400
600
800
1000
1200
RequestSupplied'000(excloans)
Document Supply requests supplied
Purchased digital Third-party Purchased print
Collect and connect
• Year on year (c14%) decline
• Subscribed content reducing due to budget cuts
• Use of licensed third-party content from
publishers’ websites started in December 2014.
Supply from these sources is increasing rapidly...

12. www.bl.uk 12
From the archives

13. www.bl.uk 13
B2B Content and technology partnerships
BL designed an xml based
Application Programming
Interface (API).
Machine to machine
communication.
Ability to build in
customer workflows.
Enables it to act as a hub
in a growing network of
information providers
through partnership.

14. www.bl.uk 14
B2C Consumer experience

15. www.bl.uk 15
What do researchers want?
• A One-stop-shop
• Print and Digital
• Federated searching
• “Whizzy” technology
.. and of course
• Value for money
• Speed
• Quality
How do we do it?
• Connect and Collect
• Partnerships
• Customer Service
• Continuous Improvement
An on-demand service for a demanding world

16. www.bl.uk 16
BLDSS British Library On Demand
Supporting the Living Knowledge Strategy
VISION: To unify British Library
online information services to
enable greater awareness,
understanding, access and use
of the British Library’s
collections

17. www.bl.uk 17
Thank you
Merci beaucoup