Here we bring you the Customer Service Update for December 2014.
In August 2013 we introduced a new pricing model which substantially reduced the price of items provided from our electronic collections, allowing customers to receive better value.
In the past year, we have increased the range and amount of content we can supply from digital sources under agreement with publishers. From October, we introduced a new system which enables us to source more material from digital collections. We now supply over 30% of all items ordered from digital collections, and this will continue to grow over the next few months.
We have recently signed agreements with the American Institute of Physics and the Journal of Bone and Joint Surgery, so you can now order from their entire catalogue of electronic content through BLDSS.
Improved access to electronic content also means that we are able to reduce the number of requests which were previously held on waiting lists, leading to a faster service.
Here is a preview of the new BLDSS HTML User Interface, due for ‘Beta launch’ in January. The new interface will offer a much more up-to-date look and feel for all users of the online service, and access from a much wider set of mobile devices, both Apple and Android. It will be easier and quicker to order through our service with this interface. We would appreciate comments on the new interface face to help us further improve your experience.
We are delighted to announce that our Customer services and Document Delivery team have been accredited with the Customer Service Excellence® award. It recognises our customer service skills and the professionalism of our staff.
Customer Service Excellence® is a UK government-backed industry standard that assesses whether services are efficient, effective, excellent, equitable and empowering – with the users always and everywhere at the heart of service provision.
The British Library’s HE Scanning Service (HESS), under agreement with the Copyright Licensing Agency (CLA), permits the British Library to provide scanned copies to Higher Education Institutions (HEIs) for use on their Virtual Learning Environments (VLEs) or Reading Lists. We remind customers that they are entitled to receive documents without encryption as part of this service. If you would like further details, please contact Customer Services
We are currently working with the CLA to review how we can improve the service and are running a short pilot with four universities. The pilot enables them to receive high-quality scans, including Optical Character Recognition (OCR), from the British Library for HESS. The result will be an understanding of the ease of use of the workflows, the speed of delivery, the quality of scans and OCR and the range of material available. We will then assess the pilot and work with CLA, system suppliers and customers on next steps.
Document Supply Customer Services will be closed from 17.00 on Tuesday 23 December until 8.00 on Monday 29 December and also on Thursday 1 January. For how this will affect the Document Supply Service, please visit Operating hours and public holiday closures. Digital content for immediate download will continue to be available.
The Boston Spa Reading Room will close at 16.30 on Tuesday 23 December and Wednesday 31 December.
Please note that loan items may be due for renewal during public holiday closure. To avoid renewal charges, ensure that items are returned by their due date. Please contact Customer Services for questions about renewal charges.
The British Library has recently signed agreements with the following publishers. This means that you will now be able to order articles from their catalogues of electronic content through BLDSS.
Mark Allen (MA Healthcare)
Pharmaceutical Press Limited
Wageningen Academic Publishers
NRC Research Press
Royal College of Psychiatrists
Hot Topics In… (FBCommunication)
American Society of Nephrology
We actively negotiate new partnerships with publishers to bring you more content at a lower price, so if there are any publishers you would like us to approach, please let us know at email@example.com
As part of a BLDSS upgrade, we will shortly be deploying a new time and event scheduler. This is the messaging service that sends reminders and renews loans e.g. Please return item, Item renewed, Download time expired.
The first time the new scheduler is run it will refresh the status of all open orders, including retrospectively updating orders that may have been missed due to the current scheduler not running. As a result, you may notice some reminders and renewals in your end of day status reports for articles that have already been downloaded and for items still on loan that you haven’t received recent communication about.
The British Library’s Imaging Services provides high-quality reproduction services from all areas of the Library’s collection.
Where we are unable to supply copies via BLDSS and the publication is held at the British Library, the reply ‘Direct’ will be sent to advise that copies from these publications may be available via our Imaging Services.
Document Supply customers can place their orders direct, using the Imaging Services online order form, and payment can be made via your Document Supply account or by Credit/Debit card.
The British Library is committed to respecting the intellectual property rights of others. Intellectual property rights may subsist in material offered or supplied by Imaging Services. It is the customers’ responsibility to determine and satisfy copyright and other use conditions, before requesting reproductions of material from Imaging Services.
Find out more about Imaging Services
The recently refurbished Reading Room at Boston Spa has introduced changes to bring its security, access and ordering procedures into line with those at our Reading Rooms in St Pancras. These changes mean that Readers at Boston Spa will be able to access large parts of the print newspaper collection for the first time.
Boston Spa Readers now require a full British Library Reader Pass to access the Reading Room and will need to order items using the online catalogue, Explore the British Library.
The changes mean that Readers in the north will be able to order print newspapers for which no surrogate exists, once these become available later in the autumn.
The Directory of Library Codes enables Document Supply? customers to convert the location codes they are given into the names, addresses and contacts of those libraries that may be able to supply items that are not available from the Library's collections. It also indicates, in coded form, each library's supply and charging policies.
To ensure this information remains current, please can we request that any customers who are supplying libraries notify us of any errors, omissions or amendments as soon as possible, including any changes to your lending, photocopying pricing and charging policies
Details of any changes can be sent to:
The British Library
Boston Spa, Wetherby
Customers using FileOpen software to open and read encrypted documents should be aware that if your browser has a built in PDF viewer it will need to be disabled before you can read documents. If you are using Google Chrome as your browser, to do this, type chrome://plugins in the address bar, then scroll down to Chrome PDF viewer and click on disable. Alternatively you could use a different browser such as IE or Firefox.
The BLDSS application has been upgraded and is now more robust. A review of the system infrastructure on which the service runs has led to increased system reliability, with further improvements coming soon. During the upgrade we experienced some problems with the service, and we apologise for any inconvenience caused.
Now that the upgrade is in place and the system stabilised, we will continue to make improvements. One change in the near future will be an HTML on-line interface which will also be mobile-friendly.
As more of our customers discover the benefits of searching, ordering and tracking via the BLDSS service, our API offers a new way of embedding the service in your daily workflow. The API is a flexible solution which can be used by Library Service providers, including Library Management System suppliers, aggregators and developers.
- Search across your collection and the BLDSS collection simultaneously
- See guaranteed price and availability before you order
- Achieve significant increases in fulfilment rates over ARTEmail (a 75% reduction in failed requests)
For further information about the API and information for anyone interested in developing with us, contact Customer Services
We aim for the BLDSS API to replace ARTEmail within 3 years.
For customers still using ARTEmail, please use plain text for all requests as rich text is no longer accepted as we cannot guarantee that these will be processed correctly. A guide to using ARTEmail is available in our BLDSS Resource Centre .
Where we have data from the publisher to indicate that a journal article or title is a free Open Access version, we will supply it to you with a ‘zero copyright fee’. Please note that some articles may also be directly available, free of charge, on the web as a result of Open Access policies. Please check that the item you require is not available free of charge, before you place your order in BLDSS.
We are working with publishers to improve the way we identify such material, but contact Customer Services if you think you have paid a copyright fee for an Open Access article supplied by us.
Our prices will change on 1 August 2014. Full price lists are available on our website. The BLDSS online interface will be updated to display new pricing information from 1 August 2014. New prices will apply to all orders placed from 1 August 2014.
If you have any questions, please contact Customer Services
In the coming months we will be:-
- Introducing a new mobile-friendly online ordering interface which will be simpler to use
- Completely redesigning our website to offer easy access to information, resources and news
- Using Twitter to keep you completely up to date with our service improvements
- Improving integration with Library Management System suppliers, aggregators and developers to embed all service features into your workflow.
Following on from the success of last year’s BLDSS Customer Clinics we are currently planning dates and venues for our 2014 Customer Clinics. Details will be announced later in the Spring. If you would like to suggest specific topics for inclusion at these sessions please email details of what you would like to be included to Customer Services. We would also like to hear from customers if you would be interested in attending a Webinar style Customer Clinic.
Also, we will be speaking at several events throughout the year, so look out for us in the conference programmes or chat to us at one of our exhibition stands to hear more about new developments in the Service and how you can use it in the future.
|UKSG 37th Annual Conference and Exhibition|
Harrogate International Centre, Yorkshire
|Presenting and exhibiting|
|BIALL 45th Annual Study Conference and Exhibition|
Harrogate International Centre, Yorkshire
|Presenting and exhibiting|
Carlton Hotel, Edinburgh
|Electronic Theses and Dissertations 2014|
University of Leicester
|IFLA 2014 World Library and Information Congress|
Document Delivery and Resource Sharing Satellite Meeting
INIST-CNRS, Nancy, France
|Presenting and exhibiting|
|Frankfurt Book Fair 2014|
Messe Frankfurt, Germany
|PIPA 9th Annual Conference|
Latimer Place, Chesham, Buckinghamshire
Recently we have noticed an increase in the number of loan items being returned to us that have been defaced by the highlighting of text or underlining of words and ask that when items are used by your users it is in accordance with your normal regulations unless we state any special regulations with which you must comply. Much of our stock is irreplaceable and is loaned on the understanding that you may be charged compensation by the British Library for the full cost of repairing or replacing collection items that are damaged or lost.
If you borrow an item and do not return it to us when requested, it will be made ‘lost’ and your account will be charged. The Lost items charge includes a standard amount for a replacement copy, plus an administration charge. VAT will be charged on the administration element where applicable. If the item was expensive, the full price of replacement will be charged rather than the average standard price.
All Lost Items should be returned if they are later found. The Lost Items charge is a penalty for the inconvenience and loss of revenue resulting from losing a collection item; you are not buying the Lost Item from us. If you return an item within 6 weeks of paying the lost Item charge, we will make a full refund of the amount minus the administration element.
We reserve the right to remove any customer’s loan facility if we feel that the integrity of our collection is endangered.
In October 2013 we announced that we planned to trial the scanning of documents from printed sources in black and white or colour as per the original publication. This was in response to customer feedback that suggested an increased number of issues with delivery of electronic files containing full colour documents. Since beginning the trial feedback confirms that this change has significantly reduced the issues experienced by our customers. As a result, this approach to scanning from print will now be adopted as our standard business practise.
We would like to update you on the development of our planned alternative electronic delivery DRM solution. Whilst good progress has been made with the technical infrastructure and a working model has been developed, licensing issues have prevented us carrying out our planned testing with pilot institutions. Discussions are currently taking place to resolve these issues and ensure the solution fully complies with our licensing agreements. Launch of the new delivery method will subsequently be delayed. We will provide a further update in the next issue of Document Supply news.
To avoid delays to the processing of ILL Claims Invoices for those customers who use your British Library Document Supply Account to process payments for third party interlending, we would like to remind you to submit your claims using our online claim form. Claims made via the online form will usually be credited to your British Library account within 3 working days. Payments made by Bank transfer will take between 1 and 2 weeks.
As we do now have an automated system in place to replace the manually intensive paper based claim system, paper based claims will be phased out from September 2014.
Supplying libraries should send their claims to the British Library at least once a month; requesting libraries will expect charges to be made promptly to their account.
For full details on how the Easter and May Public Holidays will impact the British Library Document Supply Service (BLDSS) please see our Operating Hours. Digital content available for immediate download will continue to be available.
Please be aware that loans items may be due for renewal during periods of public holiday closure. In order that you do not incur unnecessary renewal charges, please ensure that items are returned to the British Library by their due date. Please contact Customer Services for any queries relating to renewal charges.