VDX version 7.0 Daily Management of Requests List of tasks

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1 VDX version 7.0 Daily Management of Requests List of tasks Borrowing Patron requests 1. Identify requests for which the document is available locally. Published Saved Search: Borrowing Local location To complete the request and inform the user, modify the Authorisation Status to Un-Authorised by clicking on the Request button. Then Complete (action) the request. To transmit the request to a lender, edit the Rota to remove the local locations, and click on the Request button. (Authorisation: Authorised). 2. Identify the requests for which the document has been located by DocFind. Published Saved Search: Borrowing Location found Idle / Auth Manual Also includes normally auto-authorised requests, which are not sent when they contain Client Notes (Special Instructions). Verify the information pertaining to the lenders if needed, and click on the Request button. (Authorisation: Authorised) 3. Identify the requests rejected by the validation process. Requests - Advanced Search: Your Library's Role: Borrower (Requester) Request Status: Idle Authorisation Status: Check Manual Idle / Check Manual Messages: Item not Located - Rota is Empty Invalid Service Level This request may be a duplicate of request no: Check each request. Non-located items: no ISBN, ISSN or LCCN for DocFind to search: to relaunch DocFind once you have added a search key, modify the Authorisation Status of the request to To be Authorised, and click on the Request button. document not located in the collections searched by DocFind, or no search key available: do a bibliographic search to verify the reference and find a location for the document; build a rota manually, adding, for each location, the local call number. May

2 To complete the request and inform the user: Send a Send User Alert (Action) and Complete (Action) the request. Use the appropriate Site Action on the request, e.g. SA-Not located, SA-No ILL, etc. If it is necessary to send additional information to the user, first add the needed message in the Classmark field (Item Details section of the request) before taking the Site Action and Complete action. 4. Identify other Idle requests waiting for an answer or an action. Requests - Advanced Search: Your Library's Role: Borrower (Requester) Request Status: Idle Authorisation Status (if needed): Processed / For Manual Authorisation / Un-Authorised Idle This refers to requests in Idle that have already been acted upon, either using actions such as Send User Alert or Add Private Notes, as well as requests changed to For Manual Authorisation or Processed (and any Un-Authorised requests that were not updated to Complete). 5. Check the contents of your box colombo@... to find out if you have any messages related to users, e.g. undelivered user alerts, users' answers, registration notifications,... Answers to requests 6. Identify the unfilled requests. Requests - Advanced Search: Your Library's Role: Borrower (Requester) Request Status: Not Supplied And Published Saved Searches: Borrowing Auto forward blocked Borrowing Need by date passed Borrowing User expired There could be many reasons why a request has been stopped and flagged after receiving a negative answer: - End of rota reached - Need by date has been exceeded (Laser and Generic Script message formats) - Client has expired - Auto Forward: Request not authorised: auto-forwarding blocked for verification - Not found as cited or Responder specific reason, answer Locations-Provided or Estimate. Verify each request to find out the reason why it was not filled Section: Item, Private, Patron and Public Notes, as well as the History section of the request: to re-send the request to one of the lenders already contacted, make the corrections that are necessary, add the location to the rota, then Request. (Authorisation: Authorised) do a bibliographic search to find new locations, add lenders to the rota, specifying for each the local call number, then submit with the Request button. (Authorisation: Authorised). to complete the request and inform the user: Send a Send User Alert (Action) and Complete (Action)., use an appropriate Site Action on the request, ex.sa- Not located, SA-No ILL. If it is necessary to send additional information to the user, first add the needed message in the Classmark field (section Item Details of the request) before taking the Site Action and Complete action. May

3 7. Record shipped, non-supply and answers to renewal requests from Generic Script (GS) partners for which you have received confirmation messages. Use these valid actions: Informed Shipped Informed Not Supplied Informed Renewed 8. Follow-up on messages and answers received from partners. Published Saved Searches: Reports: Borrowing To be Acknowledged Borrowing For manual Acknowledgement To Be Acknowledged requests requiring action - as Requester Remember to Mark as Unread any requests which you wish to have appear again in the above Report or Advanced Search. 9. Follow-up on requests for which you have received messages from partners. Overdue / Recalled / Conditional / Messages 10. Follow-up on requests for which you have sent messages to partners. Terminated / Cancel pending / Renew Pending With the Generic Script message format, the cancellations are not confirmed by the lender: the request is sent automatically to the next lender in the rota, or, the status changes to Not Supplied. 11. Follow-up on Will Supply or On Hold answers received. Requests - Advanced Search: Last action: Answer Will Supply-Indication / Answer Hold-Indication The receipt of Answer Will Supply or Answer Hold deactivates the expiry mechanism of the request. Check the expected availability date of a document which is Will Supply or On Hold. Follow up with the lender as necessary by sending a Send Public Note (Action). Filled requests 12. Receive the borrowed documents, print the Standard Received List, the Received Bookband and/or Label, match the printouts to the documents, and send them to the patron or to the appropriate pickup location. 13. Request loan renewals for your users. 14. Return the received documents to the lenders, printing the Standard Returned List and matching the printouts to the documents. May

4 Follow-up and troubleshooting operations 15. Check your or box and do whatever follow-up is required. 16. Identify problem cases: operations not completed, messages in Audit, not reported in the Work Queue. a. Published Saved Searches: Borrowing - Check Error b. Published Saved Searches: Borrowing Possible problem requests c. Published Saved Searches: Borrowing Not in Work Queue Messages in the Log Messages section that change the Authorisation Status of the request to Check Error, or, in certain instances, Check Manual, indicate an operation that has not been completed. For example, General Error -... Maximum number of retries reached Consult the list Messages du Suivi to correct the situation, or report the problem Identify unanswered requests. With most Generic Script requests, there will be no message from the lender until the document is received. Requests / Advanced Search: Your Library's Role: Borrower (Requester) Request Status : Pending Sort by : Last Status Change Date (ascending) Pending > 2 weeks Send Public Note to the lender or contact them by telephone or by if no response is received. 18. Identify the documents sent by the lender and which have not been received. Requests / Advanced Search: Your Library's Role: Borrower (Requester) Request Status : Shipped Sort by : Last Status Change Date (ascending) Shipped > 2 weeks (not entirely accurate) Verify the date of the last action, to identify a potential shipping problem; use Send Public Note to alert the lender if necessary. 19. Identify the documents due to be returned by the users. Requests / Advanced Search: Your Library's Role: Borrower (Requester) Request Status : Received Sort by : Last Status Change Date (ascending) Verify the date of the last action, and check, where needed, the Additional Service Details section of the request to check the Due Date and Local Due Date of the loan. Send a Renew request if necessary or an overdue notice to the user by using the Site Action: SA-Overdue. May

5 VDX version 7.0 Daily Management of Requests List of tasks Lending New requests 1. Print the Standard Pick List. 2. Identify the requests that will expire at the end of the day. Work Queue Lender: New Requests Expiring Today 3. Send Answer Nonsupply responses for requests that cannot be filled. 4. Send appropriate answers for all requests that cannot be filled immediately: Answer Conditional, Answer Will Supply, Answer Hold. 5. Update requests to Shipped, print the Standard Shipped List or the Shipping Bookband, and match the printouts to the documents. 6. Record the receipt or the return of documents from Generic Script partners for which you have received confirmation messages. (Actions: Informed Received, Informed Returned) 7. Follow up on New Requests (In Process) for which an Answer Will Supply or Answer Hold was sent. Requests - Advanced Search: Your Library's Role: Lender (Responder) Last Action: Answer Will Supply / Answer Hold And Work Queue Lender: Will Supply Filled requests or waiting for answers from partners 8. Follow-up on messages and answers received from partners. Published Saved Searches: Reports: Work Queue - Lender: Lending To be Acknowledged To Be Acknowledged requests requiring action - as Responder Will Supply / Cancel Requested / Messages / Renewal Requested 9. Send Overdue notices. Work Queue - Lender: Overdue Today Overdue > 4 weeks If you forget to include a Due Date when you ship the document, the overdue notification will not appear in the Work Queue - Lender. Do periodic checks. Requests -Advanced Search Your Library's Role Lender (Responder) Request Status Shipped Sort by ILL No (ascending) With most Generic Script requests, there will be no message from the borrower until the document comes back. May

6 Check the Last Action in the Results list in order to decide whether or not to send an Overdue notice. If necessary, verify the Due Date and the History section of the request. Check to see if the item was returned directly through the local circulation system and not Checked In in Colombo. 10. Send Recall messages when necessary. 11. Check in returned items. Follow-up and troubleshooting operations 12. Check your box and do whatever follow-up is required. 13. Identify the New Requests (In Process) which have not been answered. Requests - Advanced Search: Your Library's Role Lender (Responder) Request Status In Process Sort by ILL No (ascending) This applies mostly to requests received without an expiry date, e.g. Generic Script. Check the Last Action and its date in the Results list. Consult the notes as necessary, to identify those requests which might have been "forgotten", and do the follow-up. 14. Identify problem cases: operations not completed, messages in Audit, not reported in the Work Queue. a) Published Saved Searches: Lending Check Error b) Published Saved Searches: Lending Possible problem requests c) Published Saved Searches: Lending Not in Work Queue Messages in the Log Messages that change the Authorisation Status of the request to Check Error, or, in certain instances, Check Manual, indicate an operation that has not been completed. For example, General Error -... Maximum number of retries reached Consult the list Messages du Suivi to correct the situation, or report the problem to the Colombo team Identify the documents returned by the borrower and which have not been received. Requests / Advanced Search: Your Library's Role Lender (Responder) Any Action: Returned Indication / Informed Returned And Work Queue Lender: Sort by Returned Last Action Date (ascending) Verify the return date of the document. Check to see if the item was returned directly through the local circulation system and not Checked In in Colombo. Send a Message to the borrower if necessary. May

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