Emily Kofoid Dawne Tortorella

Transcription

1 Emily Kofoid Emily is a Reference Librarian at the St. Charles Public Library; St. Charles, IL. Among her other reference duties, she is the Interlibrary Loan Coordinator at the Library and serves as the Chair of the LINC Consortium ILL Task Force. She has led training sessions for the Consortium on creating and using Custom Holdings in WorldShare ILL. Emily has directly worked with OCLC representatives, including Dawne regarding the functionality of WorldShare ILL, giving input on improvements and enhancements for the software. Dawne Tortorella Dawne provides training in WorldShare ILL and WorldShare Management Services. As part of her training responsibilities, she develops curriculum, videos, and leads webinars related to WorldShare services. She was part of the OCLC project team assisting libraries with the migration from WorldCat Resource Sharing to WorldShare ILL and worked closely with libraries, including St. Charles Public Library, observing workflows and reporting enhancement requests to the product team. 1

2 We are asked to process more requests in less time, costing fewer dollars. Whether we consider our challenge to provide More with Less or demands of less resources for more service, there are some efficiencies that are easy to implement to come closer to the goal and balancing act of free and fast ILL service. We will share some tips on how to implement time and cost savings using WorldShare ILL. But, regardless of the ILL automation system you are using, these tips can be applied to other systems. 2

3 Let s start with 5 workflow efficiencies that can speed your time on task. 3

4 Electronic format of library resources continues to grow. For ILL, this has created both opportunity and challenge. If our vendor agreements and licenses allow sharing through ILL, it is much easier to access an electronic copy to share than to scan a paper journal. This ease of electronic file transfer has also given rise to more restrictions on the ILL Terms of Use that vendors require in their licenses. When providing access to electronic resources, it is critical that you track the license terms of your subscription services and automate those through a knowledge base and electronic resource management system as much as possible. Once those terms are codified in a system, you can more easily determine what can and cannot be shared through ILL. Using a combination of format types and settings in the OCLC knowledge base for electronic collections, you can set deflection policies that automatically say no for those resources you cannot share. Remember, saying no faster is actually a good thing for requesting libraries. If your policy states you do not lend certain materials, a deflection policy merely automates a manual process. It does not change that answer it is simply provided more quickly 4

5 and the request goes on to the next lender. When working with Deflections, it is important to remember that a deflection rule says no so if there are exceptions to that automatic no, those too need to be included (or excluded) from the rule. Demo: Creating a deflection rule for e-resources 4

6 Probably the best time investment you can make to increase efficiencies for Requesting (Borrowing) libraries is to implement Custom Holdings Groups and Paths. Custom Holdings Groups are created in Service Configuration, linked from the WorldShare ILL home page. Custom Holdings Groups are lists of libraries OCLC symbols. You can create these groups based on geographic preference, consortial and reciprocal borrowing arrangements, or lending policies. For example, you may know libraries that lend audio visual material and want to group them together. Libraries can be included in as many Custom Holdings Groups as desired, so don t worry about duplicating symbols in more than one group. Once you ve created your groups, place them in a Custom Holdings Path, in priority order. Which libraries do you want to be asked first, second, etc. In Illinois, we take advantage of statewide delivery service and want to make delivery and resource sharing between libraries as efficient as possible both from a time perspective and a carbon footprint appreciation. An added benefit of creating Custom Holdings Groups is that you can refer to those groups in your policies, including deflection rules. For example, let s say we only 5

7 provide loan DVDs within our delivery route, that qualification can be added to the deflection rule. Our regional library system has compiled a map showing the complexity of resource sharing in our region. The map illustrates how Custom Holdings Groups can facilitate the connections between these regions and between consortia. Demo: Creation of Custom Holding Group/Paths and use in ILL workflow; Using Illinois Statewide database for locating libraries by resource sharing policies 5

8 Each month, RAILS delivery vehicles travel a combined distance equivalent to going 2.8 times around the world. 6

9 Minimize keystrokes and mistakes. By maintaining complete and accurate Constant Data records, you can rely upon that data when applying it to ILL request work forms. Determine any differences you may have for types of loans/copies. Do you have different loan periods for in-state or out-of-state, costs? Is contact information different for copy and loan requests? Do you have patrons who are frequent requestors? Create as many Constant Data records as useful, but balance the need to maintain and select those constant data records. 7

10 Accurate OPAC links help everyone. For those urgent requests where you really want to check shelf status before selecting Lenders, direct links to the title record in the OPAC saves ILL staff. Links to our own OPAC search appears at the top under the brief bibliographic information. Hyperlinked library names can access the direct title in the potential Lender s OPAC if properly configured. These same links are available within the ILL request workform, for both your own library and the Lending libraries in the lender string. Discussion: How many of you check availability status before creating your Lender string? 8

11 These are the 10 most-requested monograph titles in FY2014. This year s list is interesting because it contains completely different titles than the top 10 titles in FY2013; this is the first time all the titles have changed from one year to the next. 9

12 IFM automates the billing for these transactions, using OCLC accounts of the two libraries involved in the transaction to track the exchange. IFM is included with your WorldShare ILL subscription and is used by both Borrowing and Lending libraries in WorldShare ILL and ILLiad. If a fee is charged for an ILL request, money has to change hands between the two libraries involved in the transaction. IFM credits the OCLC account of the Lending library and debits the account of the Borrowing library, for the amount to be charged by the Lender filling the request. 10

13 While we attempt to find free sources when making resource requests, remember that free ILL is much like free puppies. The largest ILL expense is staff time. Options within WorldShare ILL also support Purchase options. Document delivery options including the British Library and the Copyright Clearance Center s Get It Now service are integrated into the ILL request workform. You can also track purchases that may originate with an ILL request by moving those to the Purchase queue and sharing with your acquisitions/collection development staff. 11

14 Data from FY14 shows that ILL 12

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16 Article Exchange integration into WorldShare ILL means there is no need to leave WorldShare ILL to use Article Exchange to upload or retrieve documents. This reduces the number of clicks required to upload the share documents and eliminates messages to borrowers because document links are clearly visible in the AE Alert field. Article Exchange enables ILL staffs to securely share documents up to 60 MB avoiding problems library staff often encounter due to size limitations often placed on systems. Lenders can easily browse local files from within WorldShare ILL to select documents they wish to share. Borrowers can view the Article Exchange (AE) Alert category on the WorldShare ILL homepage to see the number of requests with data in an Article Exchange Alert. When borrowers open requests in the AE Alert queue, WorldShare ILL automatically displays an to patron button to speed delivery of documents to patrons. This button displays for requests from libraries that use WorldShare ILL, ILLiad or VDX. When borrower and patron addresses are present, the service automatically enters these values plus citation data into an , along with information about how long the document will remain available in Article Exchange. Libraries can now edit those messages before sending to patrons, if desired. Borrowers and lenders may also preview uploaded documents once before sharing the document link with a borrowing library or patron. Lenders - preview an uploaded document before sending a document to the borrowing library. Borrowers preview once before sending the document link to a requesting patron. Patrons may view each document five times before it is deleted from Article Exchange. 14

17 On the Interlibrary Loan Home page in WorldShare ILL, the AE Alert category will display the number of Requests have data in the AE Alert field. Now borrowers can process electronic articles directly in the workform with no need to check their for incoming articles. Borrowing libraries do not receive s because links are delivered through the AE Alert field. Remember as a requesting/borrowing library, you need to indicate that the copy was received for the lender to be notified and the request closed. Demo: Filling a copy request through Article Exchange 15

18 Getting Started with OCLC WorldShare Interlibrary Loan [PDF] Information on getting started with OCLC WorldShare Interlibrary Loan (pg 15-17) This document shows the statuses (categories) and next actions for Borrowers and Lenders. The Request type impacts workflow and status updating through the request cycle. It is important to get the request type correct. If a Lender encounters an incorrect request type (e.g. article citation with a loan request), the Lender can change the request type before filling the request and send a Lender s note. Another way to communicate this mismatch of request type is to respond conditionally. Copy requests are closed with the Borrower receives the copy. So, be sure to indicate the copy was received to close requests filled through Article Exchange. 16

19 A recent post on the ILL-L list shared an amazing story about an ILL book return only 20 years late! But, the book strap was intact. With the warnings and fines, no wonder the patron wanted to be anonymous. 17

20 Open access resources, supplied through the WorldCat knowledge base, are discoverable through in WorldShare ILL. Rather than process these requests outside the ILL system by sending the patron an indicating where to find the resource, ILL can track those requests as Open Fulfillment. By managing Open Access fulfillment within WorldShare ILL, borrowing libraries ensure that these transactions are included in their system-supplied ILL statistics. Open access links are displayed within the brief and detailed bibliographic displays, as well as within the Borrower and Lender workforms. Borrowers that fill requests with Open Access resources will quickly deliver needed items to requestors and save staff time. Be on the lookout for links to Open Access resources as you process ILL requests. 18

21 To fill a request through Open Access, verify that article/resource requested is available through the View Now links. If found, copy the URL to the resource. Create the request and immediately Save for Review. Next, open the saved request via the Request ID link. Using the button, send to the patron, pasting the URL link into the message. Finally, click Open Access to complete the request and have it counted in your monthly statistics as an ILL fulfillment. 19

22 Photo credit: 20

23 Usage statistics are underutilized as a tool. They can be helpful in surfacing trends, pointing out areas where efficiencies can be gained, and helping to assess resources. Numbers only tell half the story. The real value comes from understanding what the numbers are saying. If you notice anomalies in your data, start digging. For example, a large influx of requests could happen if you start using the WorldCat knowledge base to reflect e-collections and do not deflect those collections which cannot be shared through ILL. 21

24 If your library subscribes to WorldCat Discovery Services, you can elect to allow patrons to submit their own ILL requests. Through configuration settings in Discovery, you determine when the Request Item button will appear based on your holdings, and the material format. You may decide you do not want patrons to be able to request ILLs for items held in your own collection. Or you may elect to limit the ability for patrons to place ILL requests on monographs, but allow them to make requests for serials. Depending on your patrons, your policies, and your staff review process, you can further automate through Direct Request, setting up a profile to match against incoming requests and sending those requests automatically through a Custom holdings path. 22

25 Authentication through the library s IP range, or through remote authentication, establishes authorization to see the request form. Once the patron information for the request is filled out and submitted, an ILL Request ID is assigned. Patrons can use this number when inquiring on the status of their ILL request. The request is submitted to the New for Review queue, or matched against a Direct Request profile. 23

26 Patron initiated requests appear in the New for Review queue. ILL staff open the request, review the information for completeness and accuracy, select lenders, and send the request. Requests originating from WorldCat Discovery will have the Source = WCDISC identified on the workform. 24

27 Another benefit to ILL staff using WorldCat Discovery as a searching tool is that your staff login can be associated with Discovery. The Staff ILL Request buttons sends the request to WorldShare ILL and immediately opens the ILL request workform. ILL staff could complete the request within the WorldShare ILL interface. Reference staff could be instructed to Save for Review, allowing ILL staff to review the request. With these options you can determine if you want patrons and/or staff to submit requests directly from WorldCat Discovery. 25

28 The tools are constantly changed how can you be more efficient in your ILL processing? Looking at Batch processing capabilities of the system, which of the batch processing queues do you take advantage of? Some or all may match your workflows, use what works for your environment and consider alternative approaches to make ILL request management easier and more efficient for your staff. What tips can you share? 26

29 As you embark on a new interface for Interlibrary loan processing, it is a perfect time to rethink workflows and efficiencies. Consider whether or not you really need copies of a request as it moves through the ILL system. Closed requests are available for 5 years and can be retrieved from the home page request search. Keep in mind that closed requests do not retain patron information for reasons of confidentiality and privacy, another consideration in determining whether you really need a print copy of a request. Use the Print Queue strategically. Consider printing to a PDF document for electronic storage rather than paper storage. OCLC ILL processed 8.8 million requests in If each request is printed by both Borrowing and Lending library that represents 17.6 million pieces of paper. Some libraries print requests more than once as status is updated. And, some Lenders print requests as pull slips, only to say no and pass along to the next Lender. At 80,500 sheets of paper estimated per tree, that comes to 218 trees! Conserve where possible and reexamine workflows that rely on printing. (8,800,000 x 2) / 80,500 =

30 Feel free to send us if you would like to discuss these efficiencies or share idea. 28