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Document Supply News & Customer Updates

Here we bring you the Customer Service Update for August 2014.

Encrypted Downloads, FileOpen and built in PDF viewers (August 2014)

BLDSS Upgrade (June 2014)

BLDSS API (June 2014)

Open Access Content in BLDSS (June 2014)

Document Supply price changes (June 2014)

Coming Soon (June 2014)

Join Us at an Event (March 2014)

BLDSS Collection Care (March 2014)

Articles Scanned from Print (March 2014)

Digital Rights Management (March 2014)

Inter Library Lending Claims (March 2014)

Public Holiday Closures (March 2014)

Encrypted Downloads, FileOpen and built in PDF viewers (August 2014)

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.

BLDSS Upgrade (June 2014)

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.

BLDSS API (June 2014)

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.

You can:

  • 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 .

Open Access Content in BLDSS (June 2014)

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.

Document Supply price changes (June 2014)

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

Coming Soon (June 2014)

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.

Join Us at an Event (March 2014)

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
14-16 April
Harrogate International Centre, Yorkshire
Presenting and exhibiting
BIALL 45th Annual Study Conference and Exhibition
12-14 June
Harrogate International Centre, Yorkshire
Presenting and exhibiting
Interlend 2014
23-24 June
Carlton Hotel, Edinburgh
Presenting

Electronic Theses and Dissertations 2014
23-25 July
University of Leicester
Presenting

IFLA 2014 World Library and Information Congress
Document Delivery and Resource Sharing Satellite Meeting

13-14 August
INIST-CNRS, Nancy, France
Presenting and exhibiting

Frankfurt Book Fair 2014
8-12 October
Messe Frankfurt, Germany
Attending

PIPA 9th Annual Conference
6-7 November
Latimer Place, Chesham, Buckinghamshire
Exhibiting

BLDSS Collection Care (March 2014)

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.

Articles Scanned from Print (March 2014)

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.

Digital Rights Management (March 2014)

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.

Inter Library Lending Claims (March 2014)

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.

Public Holiday Closures (March 2014)

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.

 

Summary of previous Customer Service updates