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Summary of Previous Customer Feedback

The British Library Customer Services team is constantly looking for new ways to ensure our services meet the changing needs of all our customers. Last year we embarked on a Continuous Improvement Programme. A major part of this programme is to focus on 'delighting our customers'. By this we mean to ensure we are delivering a service that not only meets expectations but goes beyond them.

Summary of Customer Feedback December 2010 to March 2011

 

Comment

 

 

Outcome

Asbestos problems are delaying delivery times

Access to some of the collection items held at the Library's Boston Spa site has been restricted following the discovery of small traces of asbestos in some areas. This has impacted on delivery times.

Although some areas of the Boston Spa site remain closed, leading to unavailability of items, a major programme of asbestos removal and management has been ongoing since February. Our priority has been to get the higher use collection items back in service as quickly as possible.

The cleaning of 11.5km of the most heavily used current serials stock (1985-present), which accounts for 55% of the affected document supply orders, will be completed by the end of May. Work on cleaning the current monographs stock, the next most heavily used content, will start in June. The bulk of the programme is expected to be completed by the end of 2011, although some low use items will continue to be affected into next year.

As an interim solution, we have introduced a number of initiatives to complete customer orders from alternative sources - in particular fulfilling requests from e-journal resources where licences for document supply are held, and making greater use of duplicates in our London stock. 

We are making every effort to make stock from the affected areas available again as soon as possible.

It would be nice if articles could be supplied in PDF format

 

Our Copyright licensing agreements demand that the electronic documents we supply are encrypted to protect against unauthorised printing. A Digital Rights Management tool (DRM) is used to apply this encryption. This prevents us from supplying documents as a simple PDF.

If your organisation holds a current CLA Digital Pharmaceutical Licence or CLA HE Photocopy and Scanning Licence, the British Library can supply electronic documents with no DRM through this service.

We would like to know from the catalogue if items are available or not

 

Unfortunately we do not currently have a circulation control system in place that allows customers to view the availability of items.

Our new Document Supply search and order platform to be launched in Autumn 2011 will give real time detail of item availability.

 

 

 

Compliments

 

Service

 

One customer said that they always found our services good and our staff knowledgeable and helpful.

Another customer thought that the service they received was generally of high quality

Another customer said that they couldn’t provide the service that they do to their customers without the BL

 

Electronic Delivery

 

One customer felt that their experience of using the BL had improved since they started using electronic delivery

 

Customer Services Staff

 

Another customer found  that Customer Service staff are always friendly and patient

 

 

Summary of Customer Feedback October 2009 to March 2010

 

CommentOutcome

Reply codes are difficult to interpret

There have been a number of comments about the clarity of coded replies. We are aware that many of our customers prefer replies as a simple phrase and will be addressing this as part of the ongoing work to replace our request processing system.

In the interim period customers receiving Replies Intray through ARTTel can chose the option of a Short List of Replies which gives information about your request in plain English.

More information about reply codes is available at Reply codes.

 

How do you choose what is held in the Document Supply collection?

 

There have been a number of queries about our collection policy from customers unable to obtain certain types of material through the Document Supply Service. Full details of our Collection Development Policy may be found here.

 

Compliments

Service

 

A Public Library valued our service as we supplied items quickly enabling people to study at home so that they did not need to visit the mainland.

One customer said they had only received three wrong items in the many years that they had been using Document Supply.

Another customer said that they considered the British Library to be the gold standard of Document Supply.

 

FileOpen

 

Many customers are finding FileOpen much better than Adobe Digital Editions. They feel that electronic delivery has improved since its introduction.

Find out more about FileOpen

 

Customer Services Staff

 

Many customers find Customer Service staff friendly, knowledgeable and very helpful.

One customer said that Customer Services staff always call back when they say they will and nothing is too much trouble for them.

 

 

Summary of Customer Feedback July 2009 to September 2009

 

CommentOutcome

I would like to know the copyright fee in advance

 

 

Some customers have asked how they can find out the cost of the publication specific copyright fee in advance of placing their orders.

You can check the copyright fees for journals on these online databases:

  •  BL Direct - Search across 20,000 journals for free from this site and order full text quickly and easily using your credit card
  • BL Direct Plus - this subscription based service gives you the power to simultaneously search the British Library’s ETOC database, Pubmed and Google Scholar and order full text via account or credit card. 
  • Integrated Catalogue

Please note that the copyright fees displayed on these files are indicative only. The actual copyright fee we will charge is that which is on our internal system at the time the copy is made. This may vary slightly because of currency fluctuations and, in a few cases, may be changed by the publisher or their agents during the quarter. We will do our utmost to keep such changes to a minimum, but occasionally we may have to make changes for reasons that are outside our direct control.

A default copyright fee of £9.00 per item is charged on certain non-journal material, such as conference proceedings and books. A fee of £0.00 applies to all items published over 100 years ago, plus certain material for which the rightsholder has set a fee of zero.

 

How do you choose what is held in the Document Supply collection?

There have been a number of queries about our collection policy from customers unable to obtain certain types of material through the Document Supply Service. Full details of our Collection Development Policy may be found here

 

Why are you unable to supply article copies from items acquired through Legal Deposit?

A number of customers have questioned why we cannot supply copies of articles from Legal Deposit material in response to Document Supply requests.

 The British Library is one of the six legal deposit libraries of Great Britain and Ireland and we receive a copy of every publication produced in the UK and Ireland. These collections are accessible to researchers who use our reading rooms. Legal deposit material is not used to support remote researchers and our document supply service is provided from a separately purchased collection.

The use of a separately purchased collection allows the British Library to provide a fully licensed document supply service with the flexibility to provide any changes in response to the demands of those customers.

The aim of legal deposit is to ensure the preservation of a nation’s intellectual and cultural heritage over time. The scale of the document supply service could put a strain on the legal deposit collection and create problems in maintaining and preserving the collection in the long term.

Compliments
SED

We received positive feedback on the speed of SED, with many articles ordered being received the same day.

Amazed at the speed of SED. It often comes the same day.

During the testing stage of our new product FileOpen we experienced encouraging responses.

Have been involved in testing file open – it’s great!

Service

Customers have applauded the speed and efficiency of the service provided while others valued the financial flexibility it affords.

I’ve recently had to order 44 items and the only mistake made was by me. It’s a great service, sometimes items arrive the same day, excellent.

It’s a great unique service.

We find it a really useful service as we can’t afford to buy everything.

Very satisfied, we could not do without you.

 

Summary of Customer Feedback March 2009 to June 2009

 

CommentOutcome

Secure Electronic Delivery (SED) and Adobe Digital Editions (ADE) issues

 

 

Some customers have reported difficulties when using our Digital Rights Management tool ADE when receiving a British Library article.

For customers experiencing problems, we will soon be able to offer them an alternative electronic delivery method – FileOpen.

Find out more

Reply codes are difficult to interpret

There have been a number of comments about the clarity of coded replies. We are aware that many of our customers prefer replies as a simple phrase and will be addressing this as part of the ongoing work to replace our request processing system.

In the interim period Customers receiving Replies Intray through ARTTel can chose the option of a Short List of Replies which gives information about your request in plain English.  

EthOS service delaysIn the five and a half months since its launch, the EThOS system has received over 50,000 theses requests by researchers around the world, which is five times more than we received in the whole of last year through our old British Library Theses Service. We are, of course, delighted with the popularity of EThOS, but as we mentioned in our communication in March, this popularity has temporarily had an impact on our service delivery efficiency. It is currently taking an estimated 90 working days to digitise and make available a thesis, rather then the original expectation of 30 days. To help overcome this situation, we are installing further digitisation equipment and staffing further shifts to increase the number of theses that we can digitise each day.
Price change notification

We endeavour to give all customers three months notice in advance of any changes to prices in our Customer update, by email or letter. The Customer update can be found on our website and links are also given the Research and Innovation Newsletter. You can register for the Newsletter here.

To ensure that you continue to receive information on our services please ensure that your contact information is up to date. Changes should be notified to Customer-Services-Accounts@bl.uk

Compliments
Customer Services StaffWe received feedback which commended staff for their help and knowledge.
ServiceOne customer highly valued the service, partially as they were able to use the BL as a one stop shop for all their Document Supply needs.