Strategic priority 1 - Enrich the user's experience
We underpin UK research across all disciplines, providing a crucial range of services to businesses and individuals. We continue to broaden access to our collection and develop services that engage new audiences. We strive to make our services accessible to disabled people through the web, the provision of alternative formats, and around our physical sites. People increasingly need to use the same range of services offsite and onsite during different phases of their work, and we are integrating services to support their working methods. Making the Library easier to use adds value to the research process, saving time and enabling researchers to work more effectively and have confidence in their outputs.
Key area - Enhance the Reading Room experience
Actions and benefits
- Reshape our St Pancras Reading Room services to suit the needs of people researching in different ways; for example, to support collaborative projects and team work in spaces adjacent to Reading Rooms.
- Increase flexibility in our Reading Rooms, for example by allowing more of the collection to be accessible from any desk to support and encourage interdisciplinary research.
- Launch innovative services for entrepreneurs, innovators and the creative industries in our new Business and Intellectual Property Centre, providing a model for future initiatives with the London Development Agency.
Key area - Open up the Library through the power of the web
Actions and benefits
- Launch a new online interface to our document and image delivery services – British Library Direct – a portal that will enable pay-as-you-go as well as subscription payment, so that users can seamlessly search, locate and receive the material of their choice.
- Extend the usability testing of our website, www.bl.uk, and also implement monitoring software to track how visitors move around it. Upgrade site navigability in response to both these initiatives.
- Monitor the accessibility of our website for disabled people, and continue to improve the site in line with results, so that disabled people can make the most of our services.
Key area - Make the Library’s collection and services easier to use
Actions and benefits
- Rationalise our services to ensure that they form a single coherent service offering that meets users’ needs.
- Reduce the existing number of customer contact points. Offer a single customer services operation that can help people identify and use the services they need.
- Engage with public libraries to ensure that all citizens can benefit from their national library.
Key area - Become one of London’s most distinctive and important cultural venues
Actions and benefits
- Deliver a first-class programme of public exhibitions and events aimed at engaging diverse audiences and promoting learning. We’ll create the unique sense of discovery that promotes strong word of mouth recommendation.
- Upgrade our services to visitors, including catering, signage, facilities, activities and interpretation so that experience of the St Pancras building fulfils the expectations of a broader range of people.
