1. The rise and fall of a document delivery service Jane Smith and Tony McSean FIL Interlend 2007 Conference

2. A personal view Not representing the BMA at this conference Not representing the BMA at this conference Sharing past experience Sharing past experience

3. The rise and fall of a document delivery service History BMA in 1989 and 2005 History BMA in 1989 and 2005 Rapid developments Rapid developments Scale of operation Scale of operation Changes Changes Some thoughts and lessons Some thoughts and lessons

4. History: the situation in 1989 Recent Library move Recent Library move Pricing – guesswork and per-page Pricing – guesswork and per-page Old NHS structure Old NHS structure Main back up supply from Boston Spa Main back up supply from Boston Spa

5. Challenges Privately funded organisation and library Privately funded organisation and library Multi disciplinary subject scope Multi disciplinary subject scope Geographical spread of users Geographical spread of users Need to deliver remote-access services Need to deliver remote-access services

6. Service developments New pricing structure New pricing structure Stock reorganisation Stock reorganisation Re engineering systems Re engineering systems Institutional membership scheme Institutional membership scheme

7. Customer focus and quality Programme of quality improvement Programme of quality improvement Investment in staff Investment in staff Self-managing team of DDS staff Self-managing team of DDS staff Focus on the customer Focus on the customer Cost control Cost control Marketing led growth Marketing led growth

8. Service focus Subject coverage Subject coverage Remote access – by any method Remote access – by any method Cheapest prices Cheapest prices Fast Fast Systems Systems Personal touch Personal touch

9. By 1998…. The back up library of first resort

12. The docdel decline starts Changes within NHS information provision Changes within NHS information provision E-journals, “big deals”, collaborations E-journals, “big deals”, collaborations Access to content via the web Access to content via the web Copyright changes – EC Directive Copyright changes – EC Directive

13. Reaction Cost savings Cost savings Switch to electronic delivery Switch to electronic delivery Integrated electronic transaction management system Integrated electronic transaction management system Combined with added value services Combined with added value servicesResults Cheaper and faster more responsive delivery Cheaper and faster more responsive delivery Maintain share of the market Maintain share of the market

14. Significant challenges Shift in user focus Shift in user focus Change in priorities at BMA Change in priorities at BMA Events of 7 th July 2005 Events of 7 th July 2005 Service shut down for two weeks Service shut down for two weeks

15. Lessons from July 2005 Communication Communication Disaster planning Disaster planning Disaster plan twin (RCN) Disaster plan twin (RCN) Sector library networks Sector library networks Business Continuity Planning Business Continuity Planning Back to work action plan Back to work action plan Clear staff responsibilities Clear staff responsibilities Communication internally and externally Communication internally and externally Resources to relaunch service Resources to relaunch service

16. The future The end of traditional doc del services? The end of traditional doc del services? Virtual environment Virtual environment Digitisation projects Digitisation projects Focus on access and value added services Focus on access and value added services

17. Biodiversity Heritage Library Part of the Encyclopedia of Life project Part of the Encyclopedia of Life project Programme launch 2007 Programme launch 2007 Widen access to original sources Widen access to original sources New audiences, support research New audiences, support research Linking collections Linking collections http://www.bhl.si.edu http://www.bhl.si.edu http://www.bhl.si.edu Protype site: http://www.biodiversitylibrary.org/ Protype site: http://www.biodiversitylibrary.org/

18. Any questions? Jane Smith, Head of Library Collections and Services Natural History Museum Jane.smith@nhm.ac.uk