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Ex Libris Update for�ENUG

Jane Burke

Vice President, Strategic Initiatives

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Post pandemic
Discovery
Alma
RapidILL and Rapido
Rialto
Leganto
Esploro
Content Operations
Customer Experience
Diversity, Equity and Inclusion

Agenda

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3,400+

530+

2,200+

750+

240+

30+

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18 Months of Change

At Ex Libris

New Management
New Sales Model

Acquisition
In the World

Oded Scharfstein

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Discovery & �Resource Sharing

Learning & Research

Guy Ben-Porat

Shlomi Kringel

Library Management

Tamar Sharir Beiser

Leading the Business Units

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Customer Experience

North America CX Management

Alon Botvinik

Customer Support, North America

Melissa Hilbert

Professional Services, North America

Shelley Hostetler

Customer Success

Jane Burke

Strategic Initiatives

Adi Fubini

Global Tech Support

Yaniv Cohen

Global Professional Services

Global CX Management

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Ex Libris and ProQuest Integrated Salesforce

Unified Salesforce for ProQuest and Ex Libris

New Customer Portal

Improved holistic experience based on Salesforce best practices

Latest Salesforce technologies

Close cooperation with the community and ELUNA

Go Live in Q4 2021

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NEW NORMAL

E-Everything, move to digital
Scholarly content data deluge
Collaboration
Integrated into core institutional mission

LIBRARIES AT THE �HEART OF CHANGE

2020-2021 �Accelerating library impact

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2022 Strategic Focus Areas

Products and Technology

Customer Experience

Data

Excellence

Ex Libris �Employees

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Unchanged: Ex Libris Core Mission: Supporting Your Success

Academic Libraries Market

Key Enablers

Collaboration with customers to boost innovation

Robust higher-ed cloud platform

World-class customer experience

Open ecosystem and content neutrality

Research & Student Solutions

ProQuest-Ex Libris

EdTech Strategy

To execute on our strategy, Ex Libris rely on few core assets and competences.

The first being the Ex Libris higher-ed world class cloud platform and infrastructure. This platform provides unified service across solutions – shared data models, shared content, joint analytics, security, APIs, and more. By having a unified platform we can develop new solutions quicker and help customers adopt them with greater ease.

The second being the experienced teams that we deploy to manage the Customer Experience. Our products and services are rich, robust and constantly evolving. Our customers need us to support and guide them closely as they implement them to achieve the success and unleash their full potential.

And last, there are two critical values, content neutrality and openness, that are always at the core of the Ex Libris strategy. These values are critical in gaining customers trust as they deploy our products and services into their core library operations.

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Creating Greater Value, Together

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Strategy: �Library Efficiency & Impact

REMOTE LEARNING

LIBRARY PRODUCTIVITY

RESEARCH EXCELLENCE

CONTENT DISCOVERY

CDI

OPENNESS & CONNECTIVITY

Cloud Apps

Standard Protocols

Linked Data

Web Hooks

Open Discovery

Framework

REST APIs

Choices

quicklinks

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Discovery

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Flavors of discovery

Primo VE

Primo

Summon

CDI for all
Continuous development
Joint content operations
Joint discovery services

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CDI – a scalable index, built for growth

4.6 billion records, 10% annual growth

3 Instances, powered by SolR

44Mio searches/ week average

2600+ live institutions, 354 in implementation

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CDI for discovery – Focus areas

Enable all customers to move to CDI

Switch everyone live

2020–2021

2021–2022

2022–2023

Accelerating rights processing to 24 – 48 hours

Enhancing metadata quality

Improving linking capabilities

Enhancing search and ranking

DEI data work in collaboration with the user group and NISO

Continuous work on

Rights processing
Data quality
Linking
DEI

Additions and enhancements to features based on data relations, e.g.

“related items”
“more like this”

quicklinks

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quicklinks – From citation to pdf/html full text in one click

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User Experience in Discovery

Streamline core patron workflows

Ongoing Development

quicklinks
Data relations
Search & ranking
DEI support

Accessibility

Working with
WCAG 2.1
Publish updated VPAT
Accessibility standards applied to new features

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Primo VE Adoption

1

34

250

780

ELUNA 2017

ELUNA 2018

ELUNA 2019�

ELUNA 2020

Mass Adoption

1113

ELUNA 2021

Today

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Alma

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Alma Product Focus Areas

Quality

Simplicity and Usability

Quality

Extensibility

Serviceability

Connect to the academic ecosystem�via integrations & applications

Deliver product excellence by implementing R&D best practices

Streamline core librarians’ workflows and augment staff efficiency by introducing UX�and product innovation

Provide best in class customer support and operations for system librarians

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Simplicity

Create and work with a new SML focus group
Significant improvement in user experience�of key workflows
Introducing new UI concepts
Simplify Analytics�(e.g. Introduce and improve new OTB Reports)
Re-organize menus and improve navigation
Implementing wizards for common workflows

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Extensibility

Turnkey integrations with key systems
Create engaged community around�Cloud Apps usage through joint�development efforts�(hackathons with UGs, competition, etc.)
2.5B+ API calls in 2020

Launched H2 2020
30 Apps and growing
Over 250 Institutions using
New Apps Created by

Institutions
Region (China, Japan (plan)

CLOUD APPS

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Quality

Cultivate developers’ quality�mindset/culture

Build a long-term strategic plan�to improve content quality

Increase automation coverage

Aggressive quality improvement plan:

Focus on all bugs, not just high
Focus on prevention vs. resolution

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Serviceability

Release Cadence
Documentation uplift
Customer experience focus
Alma 1^st year program
Chat support

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User Experience – An ongoing commitment

3

Apply

Acquisitions
Repository searches
Configuration
More…

1

2

New Concepts

New layout
Side by side
Slide out
Cards

New UI

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New Metadata Editor – just a reminder

Last functionality gaps now filled
Support for “classic” MDE will end

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RapidILL/Rapido Product Update

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RapidILL: A global community focused on a high level of resource sharing

An increasingly rich and deep collective collection
Improved match rate
Better 24/7 coverage
The dynamic routing algorithm works even better with added community members and new time zones

RapidILL consists of 500+ community members worldwide and growing

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Internet Archive – RapidILL Pilot

The Internet Archive is an American digital library with the stated mission of "universal access to all knowledge”

Focus on providing access to their collections through library resource sharing
Collections include print journals, microform and monographs
RapidILL activity includes article and chapter requests

Pilot numbers – February through May:

1,810 article and chapter requests
1,712 requests filled 95% fill rate
Average TAT less than one hour
Over 100 libraries have participated in the pilot

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Rapido as an enabler for agility is focused on:

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Transforming how we provide services to our patrons

Focusing on automation and unmediated processes to meet demand

Providing a wide community for sharing

Finding solutions to future needs like ebooks , Controlled Digital Lending

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Move from a library focused experience

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To a patron intuitive service

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Open platform for all communities of sharing

Rapido member

Courier group \ consortia

Next priority – e.g. nation wide

Rapido

External partners

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Rapido Main Initiatives

CDL�Controlled Digital Lending

Resource sharing fees�Interlibrary Loan Fee Management

Production �Get all the EA and Dev partners live

eBooks�Resource sharing of eBooks/pilot with PQ

Eco-System - Integrations�ILLiad, ReShare, IDS, RapidR

Rapido for Non-Alma�Conceptual/HLD + estimation

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Built on the Ex Libris Higher – Ed Cloud Platform

Ex Libris Higher-Ed Cloud Platform

Key Components

ILS Fulfillment services

Library definitions and pods

Shared holding index

‘Amazon like’ Patron experience

Automated flows and new staff UX

Document delivery via RapidILL

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A new community platform - https://ill.circle.so

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Meet ProQuest Rialto

Comprehensive Neutral Marketplace�Millions of electronic and print books from thousands of publishers

Seamless Workflow�Built on the Ex Libris Higher-Ed cloud platform

Easy to Use�User friendly design is simple to learn, navigate and use

ProQuest Rialto is designed for today’s librarians to be a single integrated experience enabling evidence based, data driven decisions.

.

Recommendation Feeds and Selection Plans�power decisions based on outcomes

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Naturally efficient workflows

How? Users perform all work in one system.

Rialto is embedded in the Ex Libris Higher Ed platform, Alma
No need to wait, check back, or synchronize—information is embedded in real-time
Tasks are proactively pushed to users’ attention

Result: Time-saving efficiencies and better coordination among library staff

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In Rialto: One click into the market

Purchase request details

Title, author in keyword search

Holdings &�List indicators

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Leganto

Now 260+ customers !

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The Library and Its Services: Faculty Perception and Aspiration

Would like to increase their collaboration with the library regarding course materials

46%

Happy with the library support of teaching and learning activities

77%

Would like the library to be more involved is supporting affordable learning

70%

Would like the library to be more involved in purchasing, licensing, and digitizing course materials

75%

Would like the library to be more involved in clearing copyrights

64%

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Challenges and Opportunities

Library as a partner: there is a need and there is willingness, from both sides
Library expertise is underused: faculty look for academic quality and reduced costs for students—in other words, they look for the materials that the library provides
Technology can save faculty much time and effort spent on helping students get to the assigned course materials

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Course resource lists made easy

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Advanced analytics and reports

Integrated and automated workflows

Integration with institutions’ LMS

All types of materials

Online access, on any device

Leveraging the Ex Libris Higher-Ed Cloud Platform

Leganto makes it easy for academics and the library to set up course reading lists, and also to work together in order to build more effective lists.

Students can access all their course materials from a single list with direct links to library-held material or online resources, and details about physical resources available at the library.

The Leganto reading lists integrate directly with library workflows, with the ability to initiate these workflows automatically once an academic creates a list or adds an item to the list

The library has detailed analytics that can be used to understand how the library collection is being used in courses, as well as understand the usage of non-library materials for collection development purposes.

And the entire solutions integrates with systems that are already in place on campus in order to increase their potential, including the learning management system, reference management tools, and the Ex Libris higher-ed cloud platform.

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Save money for students and schools

Enhance student success

Improve the teaching & learning experience

Maximize the use of library collections

Increase library efficiency & copyright compliance

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New: Responsive Reading

Putting the text in the center:

Step 1: Annotations
Step 2: Assignments
Step 3: Grades

Setting clear context for mutual understanding
Building interactions between students and faculty
Getting insights that help identify gaps, assess student progress, drive further actions

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The Opportunity for Libraries:�Supporting the Research Enterprise

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Researchers Spend ~45% of their Time on Admin Tasks

Researchers spend significant time on tasks that are at the core �of library expertise

Updating Profiles
Compliance
Activity Reporting

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Esploro Research Information Management Solution

Smart Harvesting AI

(Ex Libris Central Index, National Repositories, Disciplinary Repositories)

Research Information Hub

(Publications, Datasets, Activities, Awarded Grants, Projects, etc.)

Expert Finder

University

Prestige & Ranking

Data for �Activity Reporting

National

Assessment

Industry

Partnerships

Open Access

Repository

Direct & Mediated Deposits

(Libraries, Researchers, Assistants)

Researcher Profiles

Research Analytics

Research Portal SEO-Friendly

Funding Opportunities

APIs & �Data Exports

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New paper:��Smart Harvesting AI�Growing your Research Information Hub

https://page.exlibrisgroup.com/esploro-smart-harvesting-ai

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“Libraries demonstrate value to their institutions when they address particularly thorny problems for faculty and students, even if that means changing longstanding policies and practices.”

--Jason Byrd, Associate Dean for Research and User Engagement, Adelphi University Libraries

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Content Operations�The Data Excellence Initiative�

An increased focus on content and data processes

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The Content Triangle

Full Text

Provider Platform

Ex Libris

Content �Providers

Institutions

Acquisition

Activation

Ingestion

End Users

Alma CZ

SFX KB

360 KB

CDI

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Back to Basics

CDI

Title level metadata
Electronic Resource Management tool
Link Resolver
Includes collections (aka provider offerings) and holdings
Providers supply KBART, MARC*

4.6 billion records

10% annual growth

Article level metadata
Includes rich records: authors, subjects, abstract, full text, etc.
Optimized for keyword search (Discovery)
Local catalogs for Summon clients
Providers supply XML, MARC*

Alma CZ

SFX KB

360 KB

CDI

Over 58,000 collections

Over 70 million holdings

50% collection growth last year

* Format and metadata not always standardized

* May require legal agreement

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Content and Data Across Our Services

Linking

SFX

Resource Management

Alma

Resource

Sharing

Rapido

Discovery

Primo/Primo VE

Summon

Research Workflows

Esploro

360 KB

Alma/SFX KB/CZ

CDI

Central Discovery Index

Articles, books, chapters, AV, datasets …
4.5 billion records
10% annual growth

KB/CZ

> 58,000 collections
> 70 million holdings
50% collection growth last year

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The Data Excellence initiative

Focusing on: Capacity, Efficiency, Speed and Provision, Quality

Addressing the intersection between technology and content

Speedy and accurate data updates in CZ/KB and CDI
Faster Rights updates and accuracy in discovery
Bibliographic record quality in the CZ
Access to full text: Linking reliability and accuracy

Three tracks

CZ ingestion processes – direct ingestion into CZ and KB
CZ Metadata quality and enrichment
CDI Rights processing and linking

Data and content must be visible, discoverable, accessible

New initiative covers the intersection between content and technology to achieve and improve the best possible visibility, discoverability and accessibility of data and content.

Ex Libris has different teams to deal with content operations, and with technology but we feel that we did not focus enough of the intersection of both in the past and this is what this project rectifies.

Project was initiated and driven by

1. Customer feedback – issues and weaknesses discovered during CDI migration (and some already existed with Primo Central but were maybe not that prominent) but also over time with the CZ

2. Analysis project including support cases, but also review of our processes and specific analysis of causes of failures in key areas, for example rights and linking (you can mention that we checked over a number of institutions, how often RTA fails and for those failures - identified key areas responsible for the majority of failures. )

3. Generally Steep increase of material and material type – requires a different type of scale, QA, speed and provisioning

All teams and their managers are involved, including, content, product management, development. Initiative has the full attention of the Ex Libris SLT. Some of the work items in this initiative are longer term, some are short term. Some are in the analysis stage and are therefore not measurable at the moment but the goal is to have specific output and timelines for all of them.

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Track 1: CZ ingestion processes - direct ingestion into CZ and KB�

Alma CZ

Ingestion

Capacity

Speed

Cadence

Objective: Reduce time between data updates and publication significantly

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Track 2: CZ Bibliographic Records Strategy

Objective: Improve metadata quality and comprehensiveness

Total number of bibliographic records in CZ: 10,254,813

Number of Ebooks: 7,883,346

Metadata

Quality Measurements

Ongoing metadata quality measurements based on scoring algorithm to allow continous improvements.

Measurement

Workplan

Strategy for Enrichment

Focus on Ebooks.

Start with top collections based on quality score and usage.

Sources

Extend the Metadata Sources

Use additional sources to enrich the records

Strategy

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Track 3: CDI Rights and Linking

Alma CZ/SFX KB

Rights

Linking

CDI

Rights processing within 24 – 48 hours
Enhance matching to improve accuracy

Increased accuracy with provider supplied identifiers
Display of all links in the full view
More configuration options for different link types

Objective: Improve the user experience with more accurate linking and rights

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Summary

Results: Data Excellence addresses the intersection between technology and content

Faster updates for customers
Higher quality metadata via CZ and CDI
Greater accuracy of rights calculation and enhanced linking

These measures will come into effect over time with notable improvements spread over product releases!

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Customer Experience

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Customer Experience – Snapshot of Key Initiatives

New Status Page

Online Chat Support Alma, Leganto, Primo VE

Campus Engagement & Rollout Programs

Online Performance Reports

Alma First-Year �Success Program

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New Status Page

Up to three (3) months status history

Detailed Service disruption

Personalized view according to time zone

Easy, free text Search

Mobile compatibility

LIVE since April 26th

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Chat Support Customer Experience and Rollout

Immediate response

Live support by our experienced analysts

96% customer satisfaction

Game changer in Support experience

Nov 2019

Feb 2020

Mar 2020

May 2020

Jul 2020

Nov 2020

RefWorks and Pivot

Research Professional

RefWorks in Korea

Summon, 360, Intota (NA)

Rialto

Primo VE (EU)

Summon, 360, Intota (EU, RoW)

Oct 2020

CDI

Primo VE (NA)

Alma, Leganto (EU)

Alma, Leganto (NA)

Dec 2020

Feb 2021

Mar 2021

Q2 2021

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Chat Usage Statistics in NA

1339

60%

18%

250

Institutions enabled

Enabled the Chat with Support role to at least 1 user

Of incoming cases were initiated from chat

Chat sessions

45%

Resolved in chat

96%

Customer satisfaction

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Alma Success From Day One

Customer Success, right from the start and at no charge

Monthly calls with dedicated Success contact

Pro-active environmental Health Checks

Consultancy Services

Menu of 17 options
Learn on the job with expert, real time guidance

Knowledge Acceleration live training program

6 live sessions over 6 weeks
All library staff included

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Realizing More Value from Alma Year over Year

Annual Business Reviews pilot program begins in H2

For libraries live more than 1 year

Libraries like yours

Compares your utilization with other libraries of same size and region

Tailored guidance

Creating a custom success roadmap for your library

Based on our Adoption Scorecard, focusing on value drivers

Increasing efficiency of operations
Utilizing integrations with third-party systems

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Diversity, Inclusion, Equity: �Combating Bias at Ex Libris

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Our approach and focus areas

Products and Technology

Community Collaboration

Employee Diversity and Education

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Products and technology, especially discovery

Bias

Systematic Bias

Bias in Discovery

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Do we have bias in our systems?

Not intentionally! Never!
But …bias can be unconscious and unintentional
It can surface in any algorithm (e.g. in Primo/Summon)
It can be the result of outdated data (e.g. subject headings)
It is not only a result of our code but is influenced by content and metadata from many sources
As opposed to Google, in library systems results vary from institution to institution due to local collections and practices
There are many other factors involved – like the static ranking
Ex Libris has a responsibility to guard against unintentional bias

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Employee Diversification and Education

Important aspect of avoiding unintentional bias

Diverse workforce, especially developers

Ex Libris hires across a spectrum of talent

Development is global

Jerusalem
Chicago
Ann Arbor
Remote workers – many places

Increasing focus to diverse talent

Employee Diversity and Education

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Committed to Staff Awareness Training

Hired Safiya Noble to deliver an internal education program

Author of Algorithms of Oppression
Delivered an internal program in fall 2020, sponsored by CEO

Also engaged her to keynote at IGeLU

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Internal Discussion of

Internal workshop around “Changing the Subject” documentary

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Select diversity & inclusion initiatives at Ex Libris and ProQuest

Employee Community Networks and Groups

PQ Pride Alliance
Women at ProQuest
Mental Health and Wellness Team
Racial Diversity Thought Group

Women’s Mentoring Program

Leadership Education and Training

Diversity and Inclusion Steering Committee and Executive Leadership Oversight

Diversity In Policies

Diversity Recruitment

Philanthropic Support

Culture Celebration

and Events

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Community Collaboration

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Community: DEI Advisory Group

Community input on possible areas of bias in discovery

https://el-una.org/advisory-groups/dei/

Working with Alma, Primo, Summon, and Content working groups and external experts

20+ members

Representing institutions across Americas, Europe, and Australia

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Our commitment

At Ex Libris we are committed to diversity, inclusion and equity as pillars that makes us a stronger company. We embrace the power of our people and services to stand against bias and inequity.

Address this issue comprehensively and to support social justice
Form a team solely dedicated to identify and act against bias
Create the necessary awareness and advance programs, targeted to prevent and mitigate bias

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Responding & recovering from Covid-19
Listservs
NERS/Idea Exchange
Developer’s Network
Working with the library community

Product Working Groups
DEI – recommendations for discovery & content

Your Voices Improve The Products – Thank You!

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jane.burke@exlibrisgroup.com

Thank you!