The British Library Document Supply Service An ondemand

The British Library Document Supply Service An on-demand service for a demanding world Kate Ebdon Liaison & Key Account Support Team Manager, Customer Services

British Library Strategy Living Knowledge – 6 core purposes www. bl. uk 2

Document Supply Demand Profile Change Programme • 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 www. bl. uk 3

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 www. bl. uk 4

Document Supply demand profile by age of publication Document Supply Requests supplied by age of journal 100% In 1997 80% of demand was for journals up to 10 years old 80% 60% 40% By 2014 80% of demand was for journals up to 25 years old 20% Year up to 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 0% 1997 2014 Changing behaviour and budgets cuts pushing BL document supply into the “long tail” www. bl. uk 5

Collect and connect • Year on year (c 14%) decline Document Supply requests supplied • Subscribed content reducing due to budget cuts 1200 • Use of licensed third-party content from publishers’ websites started in December 2014. Supply from these sources is increasing rapidly. . . Request Supplied '000 (exc loans) 1000 877 600 704 400 565 454 411 241 63 52 200 www. bl. uk Third-party 5 /1 14 /1 3 12 /1 2 20 11 /1 1 20 /1 10 0 20 /1 09 20 Purchased digital 4 89 0 20 117 13 143 20 167 Purchased print 6

Cost per use – real term 10 9 8 7 6 £ 5 Cost per use 4 3 2 1 0 Years www. bl. uk 7

From the archives “ and n o i mat rds the o t u A wa o t e ov m age l e a h t t i dig “ www. bl. uk http: //videoserver. bl. uk/archive/index. php? vfile=65589 8

The transformation 70 s leader to digital as default © Quentin Meulepas • • • • © tribehut Investment 53 years oldin new technologies 70 s heyday Enabling huge Reliable, trusted improvements in service access and price • But not ready for • Continuing the world tothe go tradition digital of innovation www. bl. uk © Nigel Bewley 9

B 2 B 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. www. bl. uk 10

B 2 C Consumer experience upply Document S www. bl. uk ondemand@bl. uk 11

Early Feedback The revamped user interface is definitely an improvement………. the ability to zoom in/out a page display and copy + paste text is an advantage. Generally very impressed. The response time and page lag doesn’t seem to be any different between BLDSS Online or the new BL On Demand www. bl. uk 12

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 www. bl. uk 13