Embed Size (px)
Citation preview
From ILL to online ordering? An improved service for OCLC and British Library users
Katie Birch – OCLC
Samantha Tillett – British Library
www.bl.uk 2www.oclc.org
Introduction
• Overview of OCLC and British Library
• Existing workflows and interface
• Opportunity to collaborate
• Collaborative process
• New workflows
• Benefits for OCLC users
• Lessons learned
www.bl.uk 3www.oclc.org
• A nonprofit, global library cooperative
• The world’s largest library service and research organization
• Provides cataloging, discovery, resource sharing, library management and Web services
About OCLC
WorldCat
Global ILL network
Electronic and print resource handling
Article Exchange & Article Exchange Custom
Interlibrary loan fee management (IFM)
Workflow automation features
Integrated fulfillment options
OCLC ILL: Unique Features
www.bl.uk 5www.oclc.org
OCLC ILL
FY13: 9,867 users
8.5millionrequests
$
2,867IFM users
www.bl.uk 6www.oclc.org
OCLC – BRI Existing workflow not optimised
• Clunky user experience
• IFM payment process manual and slow
• Difficult to chose required delivery mechanism
• No real time availability
• Max cost difficult to implement and currency exchange rate fluctuates
• Invalid ordering options causes failures
www.bl.uk 7www.oclc.org
FY12 FY13 FY140%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
British Library requests in OCLC
Requests received Requests unfilledLoans filled Copies filled
www.bl.uk 8www.oclc.org
British Library Document Supply ServiceHow is the BL responding?
Austerity – budget cuts
Licence constraints – DRM, cross border etc.
Challenges BLDSS response
Customer expectation – quality, speed and technology
One stop shop – print and digital. B2B and B2C
New business models; tiered pricing and RRO partners
Investment e-Commerce platform (with customer)
Subscribe and licence (publisher partnerships)
Work with STM Publisher Ass. and direct agreements
www.bl.uk 9www.oclc.org
New Direction – a fundamental review undertaken in order to reassess the strategic direction and redefine the business model
BL Brand(trust &
compliance)
Technology
Business Model
BL Brand(trust & compliance)
Continuous Improvement
APIMore “e”Mobile
DifferentialPricing andMarketing
Listen tocustomer
Reliabilityand
sustainability
www.bl.uk 10www.oclc.org
Opportunity to partner
• Technology – both OCLC and British Library introducing new platforms/ways of working. Web Services/APIs allow OCLC and BL’s platforms to work together seamlessly
• Business model – BL introduced differential pricing enabling supply of born digital material at a much lower cost
• Driven by customer requirements – understand the frustrations of the current workflow and a desire by both organisations to integrate workflows to meet customer requirements
www.bl.uk 11www.oclc.org
Working collaboratively
• Initial meeting – scope and commitment
• Agree timescales and schedule available technical resource
• Challenges – based in UK (2 sites) and US
• Joint project team with single agreed project plan across both organisations
• Fortnightly meetings – changed to weekly when close to launch
• Specifically designed service/interfaces to produce streamlined and consistent user experience across both services
• Regular checkpoints agreed including co-ordinated end to end testing at both BL and OCLC
New workflow
www.bl.uk 13www.oclc.org
www.bl.uk 14www.oclc.org
www.bl.uk 15www.oclc.org
www.bl.uk 16www.oclc.org
www.bl.uk 17www.oclc.org
www.bl.uk 18www.oclc.org
www.bl.uk 19www.oclc.org
www.bl.uk 20www.oclc.org
www.bl.uk 21www.oclc.org
OCLCBLDSS
Customer
Customer
Customer
Customer
Customer
API
Reliable and sustainable
service
Customer
CustomerCustomer
Delighted customers
A confusing picture
Benefits for our mutual customers
Streamlining the way we work together
Up-front transparent
pricing
100% copyright compliance
Seamless integration
Faster service
Informed choices
Order tracking
Real-time availability
More electronic content
Increased efficiency
Improved satisfaction rate
www.bl.uk 22www.oclc.org
Lessons Learned
• User experience is key
• Strong project management is important – teams from 2 sites in the UK, and a single site in the USA
• Formal and informal communication channels, both business and technical teams
• Work closely together – co-ordinate resource and be flexible on timescales
• Project lasted 9 months and launch date slipped by 6 weeks- went live Monday 11th August
www.bl.uk 23www.oclc.org
OCLC – British Library pilot
• Monday 11th August - End August
• 14 American libraries
• Open to everyone in September
• BRI as OCLC lending symbol still available for now
