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Summary of Customer Service Updates

Here we bring you a summary of our previous updates from Customer Services. 

BLDSS Search Strategy – the best way to find available material (December 2013)

Digital Rights Management (DRM) (December 2013)

BLDSS Customer Clinics (December 2013)

Digital Rights Management (DRM) (December 2013)

BLDSS Customer Clinics (December 2013)

Default copyright fees (December 2013)

BLDSS Update (October 2013)

Digital Rights Management (DRM) (October 2013)

Born Digital Content (October 2013)

Changes to Document Delivery – Articles Scanned from Print (October 2013)

British Library – copyright-fee-paid document supply (August 2013)

Differential Pricing – What’s included at the lower price? (August 2013)

BLDSS Online Interface (August 2013)

Introducing a new Document Supply pricing model (August 2013)

Loan Renewals (April 2013)

Items not Immediately Available (April 2013)

Proxy Order Service Charge (April 2013)

Requesting Items by ARTEmail (April 2013)

Registering for a British Library Document Supply Service (BLDSS) Online Account (November 2012)

British Library Document Supply Service (BLDSS) Machine Readable Reply Codes (November 2012)

ARTEmail Format (November 2012)

Returning Loans (November 2012)

BLDSS Extended Search Services – GIFM and FIFM (August 2012)

British Library Document Supply Service (BLDSS) Online Interface (August 2012)

Adobe Signing Service and Activation Service Maintenance (July 2012)

British Library Extended Search Services (April 2012)

Withdrawal of Delivery of Documents by Fax (March 2012)

Withdrawal of Overseas Library Privilege Service (January 2012)

Chinese and Oriental Serial Titles (January 2012)

Revised Terms & Conditions for Document Supply (December 2011)

Extended Search Service (November 2011)

VAT Change (October 2011)

Requesting Title Page and Verso

BLDSS Search Strategy – the best way to find available material (December 2013)

BLDSS lists details of a huge collection of material available for remote supply, whilst Explore the British Library, our main catalogue, provides records of items held in our entire Collection. Although BLDSS has article level records of over 42 million items, due to minimal catalogue records some of our material is only searchable at publication title level. We therefore recommend that initially you search for the item of interest using keywords e.g. words from the article title or the author. If you don’t find the specific item of interest, then try searching for the journal title. If you find the publication title, you will prompted for more details of the specific item of interest e.g. article & author details – please provide as much and as accurate information as you can to help locate the item required.

On occasions you may find it beneficial to perform a more specific search, in these instances, we would advise that you use the Advanced Search functionality available on Explore the British Library. When searching for items in Explore the British Library, please note that only those shown as available for remote supply may be ordered through BLDSS. To restrict your search to remote supply items, select Remote Supply from the drop-down menu to the right of Everything in this catalogue alongside the search box:

Searchbox example

 

To order items found in Explore the British Library via the online order form, you must have registered for a document supply British Library Online Account. You can register online here.

Digital Rights Management (DRM) (December 2013)

In the October issue of the Document Supply news we announced that we would soon be introducing an alternative electronic delivery DRM solution, which whilst continuing to be 100% copyright compliant, does not need the installation of software to read the document.

During November we invited a small number of customers, including proposed pilot institutions, to join us at the British Library to preview this new delivery option. These focus groups provided us with the opportunity to collect feedback and ideas to ensure that the service being developed will be one that suits customer requirements.

Next steps are to make changes based on this feedback, then to test the service with pilot institutions early in the New Year. Dependent on a successful outcome of these trials, we hope to start rolling out this new delivery option during the first quarter of 2014.

BLDSS Customer Clinics (December 2013)

The British Library Document Supply Service (BLDSS) held a series of informal open sessions throughout the UK in 2013. These Clinics were organised in response to customer feedback from a survey held in 2012. As suggested by our customers, the Clinics provided an opportunity to meet with members of British Library staff, in addition to other ILL practitioners, to discuss the British Library’s services, feedback and share knowledge.

The Clinics lasted approximately 2 1/2 hours and commenced with a brief update on British Library developments. This was followed by a demonstration of the BLDSS online interface which highlighted functionality which may help you provide a more efficient, higher quality service to your end-users. In addition, time was set aside for informal discussion, giving the opportunity for feedback, networking, knowledge sharing and best practice.

The sessions took place at the British Library in Boston Spa and London, the University of Edinburgh, Manchester City Library, The University of Derby and Bristol University. We would like to thank our colleagues at these institutions for their generosity in organising and hosting Clinics.

The discussions that took place and the feedback received is incredibly valuable in delivering our services and in informing future developments. We are planning a further series of events in the UK in 2014 and would like to hear from any organisations that may be able to help by offering a venue.

Details of these events will be posted in Spring 2014. For further information please contact Customer-Services@bl.uk.

Default copyright fees (December 2013)

The Copyright Licensing Agency, CLA, default copyright fee for books and other non-serial material will increase from £12 to £12.30 on 1 January 2014. The new charges will apply to copyright fee paid copies supplied from this date.

Return of Loans and Renewals during Public Holiday Closures (December 2013)

Please be aware that loan 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 us in plenty of time. Please contact Customer Services for any queries relating to renewal charges.

Details of holiday closures may be found here.

BLDSS Update (October 2013)

The introduction of our new British Library Document Supply Service (BLDSS) over the past couple of years has been the biggest change we have made during our 50 years of document supply. As may be expected from such a massive development, in addition to the benefits our customers have realised, such as real-time availability and pricing, order tracking, immediate turnaround and a lower price for articles delivered from our electronic stores, there have also been a few teething problems. Thank you for your patience and on-going support as we work hard to resolve these issues.

BLDSS is primarily built on a workflow engine purchased from a 3rd party supplier, which was further developed to deliver the functionality necessary for our Document Supply Service. Since deployment newer versions of the software have been released, so we are currently undertaking a major upgrade to the latest version. Not only will this upgrade deliver a faster, more stable system, but moving BLDSS on to the new platform will also allow us the opportunity to address known bugs and deliver an improved experience.

The new version is scheduled to be introduced in January 2014.

Digital Rights Management (DRM) (October 2013)

The majority of our licensing agreements demand that documents supplied electronically are protected by DRM to avoid unauthorised use. Current rights management solutions require the installation of plug-in software to allow the end user to read the document. BLDSS currently uses Adobe Digital Editions or FileOpen to apply this encryption. For some of you this can be problematic and may restrict your ability to fully benefit from our electronic delivery services.

Early next year we will be introducing an alternative DRM solution which, whilst continuing to be 100% copyright compliant, does not need the installation of software. This should overcome these challenges and offer an enhanced user experience. Further information will be available in the December issue of Document Supply News.

Further information on our existing electronic delivery methods.

Born Digital Content (October 2013)

Customers will be delighted to know that since the introduction of lower pricing for articles supplied from our electronic stores, we have extended coverage to include subscribed licensed content sourced direct from publishers’ websites. We are able to access over 22,000 journal titles to be delivered to you electronically for only £5.00/$7.90/€6.10/¥750 (excluding copyright fee and VAT where applicable). In addition, over the next few weeks up to 4 million additional electronic items from an extended list of publishers will be made available. This means even more material available for delivery immediately after you order it.

Later in the year we will also be introducing a new routing process within BLDSS. This will enable orders sourced from publishers’ electronic content to be fulfilled quicker, thus reducing our supply time to you. 

In cases where you do not know the original format of a requested publication and we supply from born digital, we will automatically charge you the lower price.

Changes to Document Delivery – Articles Scanned from Print (October 2013)

Since the introduction of colour scanning as standard for articles supplied from print, we have received regular feedback from customers.

In response to this feedback we plan to trial the scanning of documents from printed sources in either black and white or colour, as per the original publication. By doing this we hope to enhance our service by reducing file sizes (to minimise the risk of problems during electronic delivery) and lowering the cost of printing documents. Born digital documents will continue to be delivered as published.

Through our standard quality service we will continue to provide a legible working copy. In addition, we do also offer a high quality service for items scanned from print should this be required. This option is available when ordering online through the BLDSS interface. Customers requesting by ARTEmail or a Library Management System should contact Customer Services Orders if you wish to order high quality copies.

British Library – copyright-fee-paid document supply (August 2013)

The British Library provides copyright-fee-paid document supply services to UK Higher Education Institutions under licence from both the Copyright Licensing Agency and publishers directly. The British Library has direct agreements with a number of publishers that allow it to provide both scanned and born-digital documents without encryption to HEIs that hold a CLA Higher Education Licence.

This complements the British Library’s HE Scanning Service (HESS), which is licensed by the CLA and which permits the British Library to provide scanned copies without encryption to HEIs for use on their VLEs.

We are delighted to confirm that, provided the new CLA Higher Education Licence is held, HEIs may fully use born-digital documents supplied by the British Library.

If you require any further information, please contact Sue Allison at the British Library (sue.allison@bl.uk) or Sarah Brear at the CLA (sarah.brear@cla.co.uk).

Differential Pricing – What’s included at the lower price? (August 2013)

From 1 August 2013 content available electronically to the British Library and delivered via immediate electronic download will be available at the lower price. We already use this born-digital material to satisfy around 30% of requests for copies of items and we hold nearly 13 million items electronically. The British Library is committed to increasing this proportion over the coming years through acquisition of digital content in line with current trends in publishing.

Later in August, to ensure maximum benefit for our customers, we are expanding the scope of content available at the lower price to include electronic material sourced from a 3rd party website. Where an item is not held in our electronic or print collections and our publisher licenses permit, we will attempt to source the item direct and charge you the lower price.

The BLDSS online interface will show item prices and indicate which items are available for immediate electronic download. When requesting items through ARTEmail or your Library Management System where you do not know if the item is available electronically, continue to request items for delivery by your preferred method and speed. Where we find the item is available from an electronic source, our automated retrieval system will apply the appropriate price and the item’s cost will be shown on your itemised monthly statement. In addition, we will send you a plain English email to inform you of the change and advise that we will charge the lower service fee.

BLDSS Online Interface (August 2013)

Visit http://www.bldss.bl.uk for instant access to pricing and availability information of items available for remote supply through the British Library Document Supply Service (BLDSS). Supporting information delivery direct to your end-users desk top, our new online ordering and administration system also allows real time tracking of orders and access to your full order history.

To take full advantage of this functionality, you will need to register for a personal British Library Online Account. Your personal account then needs to be associated with your Document Supply Account. Your Document Supply Account Manager can carry out this association unless you wish to adopt the role of Account Manager. If this is the case, please contact Customer-Services-Accounts who will do this for you. As Account Manager you will be able to:

  • Set up other users
  • Change you default account settings
  • Place new orders
  • Check the progress of your confirmed orders
  • Approve or reject orders from end users
  • Report problems and chase orders online
  • Check possible matches to your requests
  • Resolve formatting issues

Further information on registering for and accessing BLDSS.

Introducing a new Document Supply pricing model (August 2013)

The British Library Document Supply Service pricing model is about to change. The major benefit arising from this will be a substantial reduction in the price of requests satisfied from our electronic collections. This will allow customers to make the most of our rapidly increasing digital collection and help us to deliver a higher quality, faster and more cost effective service.

From 1 August 2013, the Document Supply Service will be priced according to the cost of sourcing and supplying an item. This will mean an increase in the price of requests satisfied from print, but a considerable reduction the price of requests from electronic sources.

The new pricing model enables fast delivery of electronic items at a competitive price. Furthermore, the benefits of this change for our customers will multiply in the future, as the amount of content we store and supply electronically increases in response to current trends in publishing and our own efforts to expand the amount of content we can store and supply electronically.

For more information, please see the Pricing section of our website or visit our Q&A

Loan Renewals (April 2013)

Although the BLDSS online interface offers a quick and easy way to request a loan renewal, customers should seldom need to use this functionality as BLDSS will automatically renew an item if it has not been returned by its due date.

The only time you may wish to request a renewal is to ensure that a waiting list is not created in the 7 day period between receiving an Automatic Renewal pending message and confirmation of the renewal. Submitting a renewal request after receipt of the Automatic Renewal pending message will ensure that the item is renewed for a further 6 weeks from the date of your renewal request.

Items not Immediately Available (April 2013)

Where an item is not immediately available for any reason and we are unable to fulfil your request, we will suggest you reapply at a later time.

The Reply Code used by BLDSS to suggest you reapply is CAT*REAPP followed by a number of days or weeks.

Customers who specify that their requests should not be added to a waiting list should an item be on loan will receive a CAT*REAPP message. The number of weeks suggested in which to reapply reflects the end of the loan period. Please note however that subsequent loan requests may be received in the period before you reapply which may impact on availability.

In the case of 2 hour requests which we are unable to supply within the timeframe as the stock is stored offsite, we will send you the message CAT*REAPP 1 day. (Please note however that due to a system bug these messages are currently being received as CAT*REAPP 0.) This message in response to 2 hour requests should be interpreted as to reapply using the 24hour service.

Proxy Order Service Charge (April 2013)

The BLDSS online interface provides all of our customers with a quick and easy way to check availability of items and place orders.

Customer Services, Orders are also available to place orders on your behalf during core business hours. However, a Proxy Order service charge of £2.25 to cover administration costs will apply to each order we place on your behalf.

Requesting Items by ARTEmail (April 2013)

We strongly advise all customers ordering by ARTEmail to include their own reference numbers when submitting requests. As BLDSS does not assign an orderline number to your request until is matched to a stock item and becomes a Confirmed Order, you will find it much easier to track your orders if you assign your own reference number when you place your orders.

Customer reference numbers should be placed immediately after the TX on the TX line, with a space after the reference number and before the first Message Keyword Code. Any letter/number combination can be used, but please avoid using punctuation symbols other than / and -

Some examples of customer TX lines are:

TX87-9999/0001 LOAN HOME

TX9MAR13-0001 SED99 WLX

TXRZABC12345 PHOTO

Registering for a British Library Document Supply Service (BLDSS) Online Account (November 2012)

The first phase of our new BLDSS online interface is now available and we are inviting customers to register for a British Library Online account.  

In addition to personal Pay As You Go access, authorised Document Supply account representatives may also assume the role of Account Manager for nominated accounts.  To do this you need to register and activate your personal online account and then provide details of your online ID Number and customer code(s) to Customer Services Accounts.  We will then be able to set you up as the Account Manager.

 As a Document Supply Account Manager you will be able to:

1.            Set up administrators and end users

2.            Change your account default settings

3.            Check the progress of confirmed orders

4.            Approve or reject orders from users

5.            Report problems including chasing orders online

6.            Submit online renewals and cancellations

7.            Check possible matches to your requests (option to be selected)

8.            Resolve formatting issues (option to be selected)

9.            Tailor order administrator events (plain English replies)

The online system also allows access to searching, availability and pricing information. Please note however that online ordering is not yet available.

More information on BLDSS including tutorial videos is available here 

British Library Document Supply Service (BLDSS) Machine Readable Reply Codes (November 2012)

BLDSS uses a reduced number of Reply Codes to update customers on the status of requests sent by ARTEmail. The reduction in these codes, from over 100 to 24, has been achieved by consolidating codes with a similar meaning e.g. USE …., O/OWL … and BDG all advise that your request has been added to a waiting list.  Instead of continuing to send waiting list specific replies you will now receive only the USE code.  In rationalising the reply codes in use we have ensured full compatibility with Library Management Systems however the meaning of the Reply Code may now encompass more than one outcome. Full information on BLDSS machine readable Reply Codes and their definition may be found here 

ARTEmail Format (November 2012)

As customers continue to deploy to the new British Library Document Supply Service (BLDSS) we have become aware that the format of many ARTemail requests do not conform to current guidelines.  Formatting errors may result in delayed or rejected orders. They may also affect our interpretation of your specified delivery instructions. In order for you reduce the risk of delays and failures, we would like to remind customers of our published ARTEmail standard, and the need to conform fully to these standards.

In particular we have noted these issues that will cause requests to be rejected or incorrectly processed by BLDSS:

  • Customer Code and ART password quoted in the incorrect order; The first line of the ART file should always be the Customer Code number and the second line the ART password:
Incorrect:Correct:
A1B2C3D87-0656
87-0656A1B2C3D

 

  • Incorrect ADD Address format; A file received with a line of text between the ADD Address command line and the delivery email address will not be able to be delivered:
Incorrect:Correct*:

:DELIVER ALL ITEMS TO:

CHARLES BATES

CHARLES.BATES@GMAIL.C0M

:DELIVER ALL ITEMS TO:

CHARLES.BATES@GMAIL.C0M

* (without the blank lines seen)

 

  • Conflicting Message Keyword Codes; One delivery method or search level per request should be quoted. ART requests containing both PHOTO and SED99, or S and SL should not be sent:
Incorrect:Correct:
TXBCA321 SED99 PHOTO S SLTXBCA321 SED99 SL

 

  • Request number formats; Customer reference numbers should contain no spaces as it can cause the characters after the space to be lost from the customer reference. Punctuation or special characters should not be used with the reference number as this may cause your order to ‘stall’:
Bad:Good*:

VDZLL 06560001

21 JAN 2011 / 1

87 - 0656/1232

VDZLL06560001

21JAN2011/1

87–0656/1232

 

The four simple rules for formatting ARTEmail requests are:

1. Start the file with your Document Supply Account Customer Code and password

2. Begin each new request with the letters TX followed by your reference number

3. Leave at least 4 blank lines, using the return key, between each request

4. End the file with NNNN (must be in upper case), and a single return key stroke 

Returning Loans (November 2012)

An increasing number of customers are contacting us via ARTEmail using the message keyword RECALL DUE to advise that they are routinely returning a loan item.  To avoid unnecessary work created by these messages, we would ask that you only use the message RECALL DUE in cases where we have mistakenly sent you a Recall for an item you have already returned.

BLDSS Extended Search Services – GIFM and FIFM (August 2012)

We would like to remind customers that, as we deploy BLDSS, our existing Extended Search Service will be replaced with two new services – Get It For Me and Find It For Me.

Through Get It For Me (GIFM) we will try to source the item you require for one of our 3rd party suppliers. The price of this service is made up of the British Library Service Charge plus the actual cost of the item (and any copyright charges) from the 3rd party supplier. In most cases 3rd party supplier costs are comparable to the BL’s document supply charges. However, to minimise the risk of customers incurring unexpectedly high charges we will apply a maximum cost of approximately £45 ($70, €60) to your request.

If you wish to stay in full control of your costs then you may prefer to use our Find It For Me service (FIFM). Through this service we will, for a small charge, look for the item for you and tell you where you can source it from. We would advise our overseas customers to use this service if they wish to source a loan item from within the UK.

To use these new services through ARTEmail, or your Library Management System, you will need to use a message keyword code to tell us which service you require. These message keyword codes are the same as those previously used to request an extended search, however they now map to different services. Please ensure that you use the correct message keyword code for the service required.

To use Get It For Me, use the existing message keyword code BACKUP. For a location search only and to use Find It For Me please quote the message keyword code SL on the TX Header line of your requests.  The same message keyword codes apply regardless of whether you are located in the UK or Overseas.

 

 

Keyword

BLDSS Service

Premium Service

Total Cost

SL

 

FIFM

If we cannot supply from stock we will supply any locations found where you can source the document yourself

British Library

Service charge only

BACKUP

SW

WWS

 

GIFM

 

If we cannot supply from stock we will source and supply the document for you.

Service charge plus the actual cost of the item from the 3rd party supplier.

 

British Library Document Supply Service (BLDSS) Online Interface (August 2012)

We are pleased to announce that we are ready to release the first phase of our new Online Interface and we will shortly be emailing customers inviting you to register to access both the BLDSS Online Account Management and BLDSS Online Order Administration functionality. Please note that the second phase, which will include Online ordering, will not be available until September.

Registration is a two-step process. First those wishing to access the system will need to open a personal British Library Online Account.

By default, the personal online account allows Pay as You Go access to BLDSS. This allows you to order documents (when available), pay by credit/debit card and manage your personal account profile, e.g. change your email address and password, manage your address book, and set your preferences for ordering options.

Each Document Supply Account will need an Account Manager to be responsible for controlling online access within your organisation.  The Account Manager will be able to assign and set up administrators as well as give individuals within your organisation the ability to order documents (when available). According to the permissions assigned by the Account Manager, authorised Document Supply account administrators will be able to manage their business account profile, set preferences for ordering options and access the order administration system functionality including real-time order tracking.   Please note that anyone the Account Manager wishes to associate with their account will need to register for a their own personal Online Account first

Further information on Business Account Management can be found here .

Please contact Customer-Services-BLDSS or telephone +44 (0)1937 546060.

Adobe Signing Service and Activation Service Maintenance (July 2012)

Following advice from Adobe on 24 July, we write to inform you that if you download articles using Adobe Digital Editions, you may have to make urgent changes to your firewall rules.

Adobe informed us that they are making changes to some IP addresses and if your firewall rules allow through only specific IP addresses then you may have problems downloading articles unless you take action before 30 July 2012.

Please pass the following information on to your IT provider so they can check that you will be able to continue downloading articles after the IP address changes on 30 July:

If you have a firewall controlling access from your Adobe Digital Editions to the Signing Server, you will need to include new IP addresses in the firewall’s white list.

From 30 July 2012, the IP addresses will be:

eusigningservice.adobe.com:

                Primary:  193.104.215.86

                Failover:  192.150.16.87

nasigningservice.adobe.com:

                Primary:  192.150.16.86

                Failover:  193.104.215.85

The “Primary” address is where traffic is directed during normal operations, and the “Failover” address is used in case of service outage at the primary location.

We would also like to note that some versions of the Java Runtime Environment are known to cache the results of DNS name resolution to IP address. A restart of Tomcat or other container hosting your Adobe Digital Editions may be necessary.

If you require any further information or assistance, please contact Customer Services

British Library Extended Search Services (April 2012)

During March we announced that we would be offering an enhanced Extended Search Service as one of the benefits of our new British Library Document Supply Service (BLDSS).

As we deploy BLDSS, our existing Extended Search Service will be replaced with two new services – Get It For Me and Find It For Me.

Through Get It For Me (GIFM) we will try to source the item you require for one of our 3rd party suppliers. The price of this service is made up of the British Library Service Charge (currently £8.50, 1560 JPY, €11, $13.80) plus the actual cost of the item (and any copyright charges) from the 3rd party supplier. In most cases 3rd party supplier costs are comparable to the BL’s document supply charges.

However, if you wish to stay in control of your costs then you may prefer to use our Find It For Me service (FIFM). Through this service we will, for a small charge of £4 (700 JPY €5.2, $6.5), look for the item for you and tell you where you can source it from.

To use these new services through ARTEmail, or your Library Management System, you will need to use a message keyword code to tell us which service you require.

To use Get It For Me, use the existing message keyword code BACKUP. For a location search only and to use Find It For Me please quote the message keyword code SL on the TX Header line of your requests.

During early summer 2012 these new Premium Services will also be available through our new search and order platform BLDSS. Until this time you may continue to request an extended search through the catalogue or ARTWeb order Form. 

All extended searches requested in this way by International customers will default to the Get It For Me Service. UK customers may use the Stock and Location search option for Find It For Me and the Stock, Locations and Worldwide option for Get It For Me.

 

Keyword

ARTWeb option

Premium Service

Total Cost

 

SL

 

Stock and Location Search

If we cannot supply from stock we will supply any locations found where you can source the document yourself

British Library

Service charge only

BACKUP

SW

WWS

 

 

Stock, Location and Worldwide Search

 

If we cannot supply from stock we will source and supply the document for you.

Service charge plus the actual cost of the item from the 3rd party supplier.

 

As now, you cannot specify a maximum cost for this service

Withdrawal of Delivery of Documents by Fax (March 2012)

From 01 May 2012, we will no longer offer delivery of documents by Fax. This is due to the rising costs of the supporting infrastructure of faxing documents as customers have gradually migrated to electronic delivery options. Please click here for further details of alternative delivery mechanisms or to discuss your specific requirements, please contact Customer Services.

Any requests received asking for Fax delivery will be returned to you asking for an alternative delivery method. 

Withdrawal of Overseas Library Privilege Service (January 2012)

We would like to remind our overseas non commercial customers that the Overseas Library Privilege service was withdrawn on the 31st December 2011 and that all article requests supplied on existing accounts will now incur copyright charges at the full commercial rate. You can search for copyright fees via Explore the British Library at http://explore.bl.uk.  The copyright fee will be displayed as ‘Rights’ in the ‘Details’ section of the item you search. Where CLAX (copyright licensing agency excluded) or ‘British Library Not Licensed to Copy’ appears, our licence does not permit us to supply a copyright fee paid copy. However, CLAX items are available via our loan service.

Academic and Government non-commercial organisations may wish to take advantage of our new International Non-Commercial Document Supply (INCD) service which offers overseas non-commercial users the ability to access articles for private study or non-commercial research purposes at a reduced royalty fee. Registration for the service is optional and terms and conditions apply. Please visit our website for more information or contact the British Library Customer Services.

Chinese and Oriental Serial Titles (January 2012)

Historically we have been unable to supply copyright fee paid copies of titles published in China as they are excluded from our CLA Licence and our catalogue records show them as CLAX (copyright licensing agency excluded).  

The CLAX status for Chinese titles can be ignored as we now have a separate licence agreement with CAOD (Chinese and Oriental Database) that allows us to supply scan on demand article copies from all Chinese serials. The copyright fee for all titles is £9.00.  The database also gives us access to Chinese publications not listed on our catalogue, so we would encourage speculative requests for this type of material.

We hope to be able to update our catalogue records to reflect title availability in due course.

Revised Terms & Conditions for Document Supply (December 2011) 

Due to changes in the legal framework through which the British Library Document Supply Service is provided, our Terms and Conditions for Document Supply (“Terms”) will be changing with effect from 1 January 2012. These new Terms will apply to any documents we supply to you from that date and if you do not wish to abide by our new Terms, you should not use The British Library Document Supply Service after 31 December 2011.

You can view the complete Terms here, but a brief summary of the changes are listed below:

  • New wording to cover the re-sale or re-supply of documents to third parties
  • New sections to cover confidentiality and our obligations under the Freedom Of Information Act
  • Wording to explain payment terms and our rights where these are not met
  • Addition of standard legal provisions e.g. liability and exclusions

If your organisation has signed a separate agreement with us for the supply of documents, its terms and conditions will continue to apply to any documents you request under such agreement.

If you need any further information on this letter, or wish to discuss the changes to the Terms, please contact the British Library Customer Services.

Extended Search Service (November 2011)

From 1st December 2011 we will be making some small changes to our existing Extended Search Service in readiness for deployment of the new British Library Document Supply Service (BLDSS).

International Customers:

Extended search requests for loan items not held in our collection will be returned to you quoting details of libraries in the UK that may hold the item and be willing to lend it to you.  We will no longer forward your requests to UK libraries on your behalf.

Alternative supplier details will be given as a Library Code. The Directory of Library Codes enables British Library customers to convert these codes into full library contact details. Using this information you may then approach the holding library directly. Please ensure that you find out and agree to the supplying library’s charges before placing a firm order.

When confirming your order with the supplying library you will need to send them details of your British Library code and a unique reference number. The supplying library will claim the agreed charges for supplying the item to you by submitting a claim to the British Library. We will charge the agreed amount to your account and reimburse the supplying library.

UK 3rd Party ILL Suppliers:

From 1st December 2011 you may claim the agreed amount for supplying loans to British Library Document Supply Service overseas account holders.  You will need to agree charges with them in advance of supply and obtain details of their British Library customer code and a unique reference number.

Claims for items supplied to international customers may be included as part of your routine ILL Claim. Please use our online claim form to submit your claim.

VAT Change (October 2011)

With effect from 1 October 2011, following advice received, the sale of photocopied printed matter (excluding abstracts) by the British Library’s Document Supply Service will be treated as zero-rated for VAT purposes. 

If you have any questions or concerns, please contact the British Library Customer Services Department: customer-services@bl.uk +44 (0)1937 546060

Requesting Title Page and Verso

When requesting copies of journal articles that also require a copy of the title page and verso, please state this immediately after the page numbers that you require to ensure that we include this request.