Delivering the Goods:

How the Furman Libraries Come Across With Relevant Resource Sharing Services

Elaina Griffith, MLISInterlibrary Loan / Scan & Deliver / PASCAL

Delivers Furman University LibrariesNW-ILL Conference, September 12, 2014

Furman UniversityGreenville,

South Carolina

Click icon to add pictureFurman University Libraries

Serve 2,800 students,

240 faculty, 600 staff

Consist of the main library, music

and science libraries

Employ 25 faculty / staff and

75 students

Provide access to over 1 million

resources

Then you better start swimmin’ Or you’ll sink like a stone

For the times they are a-changin’Bob Dylan

Reorganization

Opportunities

Check in with current trends and best practices

Assess patron levels of satisfaction

Ascertain patron needs and desires

Add value to services

Repurpose resources

Evaluate staffing, workflows and toolswhenlovegrows.com

Literature Survey

History of resource sharing

Best practices

Developing trends

Staffing and management

Workflows

Software and equipment

What Makes Resource

Sharing Tick?

Annual reports

Policies manuals

SWOT analysis

Consultant report

Staff interviews

MISO and ILL pilot survey results

www.public-domain-image.com 

spoonflower.com

Library Staff Expectations

Unspoken ILL Request Rule #1

The onus is on the patron to understand all of our policies, procedures, and library jargon.

Library Staff Expectations

Unspoken ILL Request Rule #2

Always submit requests with complete and correctly formatted citations.

BecaShoots@Etsy.com

Library Staff Expectations

Unspoken ILL Request Rule #3

Do not request articles available at our own library, even if they are only available in microforms.

Quickmeme.com

Library Staff Expectations

Unspoken ILL Request Rule #4

If items are in our databases or freely available online, we expect you to find them yourself. Bbc.com

Library Staff Expectations

Unspoken ILL Request Rule #5

Don’t expect to receive any items newer than

3 months.

2014

Student Expectations

Culture of the Immediate /

Principle of Least Effort

My paper is due tomorrow!

I want it delivered to my iPhone today!

blurbrain.com

Library Staff Attitudes

We don’t want to coddle students by handing them resources. They need to discover information for themselves.

About 40% of our students go on to graduate school. They need to learn to use microforms for higher level research.

“Give a man a fish, and he will eat today. Teach a man to fish, and he will eat for a lifetime.”

Library Staff / Student Expectations

Disconnect!!

Alongtheyellowbrickroad.wordpress.com

Finding Ways to Say “Yes!”

Removing barriers for improved customer

service

Fixing incorrect or incomplete citations

Searching for freely available online resources

Purchasing electronic dissertations and articles ahead of print

Not re-routing requests to PASCAL Delivers, but utilizing courier service for ILL materials

Moving Furman-owned items to Scan & Deliver Services

vector.me www.enterprisecoding.com

www.iqocik.com

PASCAL Delivers 5 Days per Week!

Over 50 SC academic libraries

Union catalog working through local ILS

Books only

Courier every week day

2-3 day delivery

Visiting patron

Pick-up Anywhere

Unmediated Pay-per-View

Get It Now unmediated

2-8 hours

Mostly replaces large, inflexible, time-consuming, mediated PPV program

Evaluating PPV potentially leading to cancellation of databases

www.copyright.com

Expansion of Scan & Deliver Services

Retrieval of Furman owned materials in both circulating and non-circulating formats

Utilization of unloved formats

Placing books and media on hold

Scan and deliver electronically to patron accounts

Faculty Expectations

Quality visuals for classroom use

Recently released books and articles in their field

Santa Claus on

any given day! (Special miracles)

Quirkyprofessors.wordpress.com

 

Value-added

Services

Value-Added Services

Color Scans

Searchable PDFs

tecnomagazine.net

www.vermontlife.com

Value-Added Services

Patron-Driven Acquisitions

New books are difficult to borrow

Approval plans take months to deliver

ILL – Acquisitions coordination plans to buy books fast

booksforkeeps.blogspot.com

Value-Added

Patron gets new items in a timely fashion

A high percentage of approval plan books never circulate. Items added via PDA will be guaranteed to circulate at least once, with high probability of multiple circulations, creating a more useful, relevant collection

ucblibraries.colorado.edu

Patron-Driven Acquisitions

ILL / ACQ POLICIES

Created criteria list for formats, dates, cost, shipping time

Created workflows for ILL statuses, communication, procedures for ordering and Rush processing

COMMUNICATION

Yes, Virginia, there is… ILL

A.J. SITHOFF CODICESRUSSIAN MUSICAL GAZETTE

www.boekwinkeltjes.nl 

Purchase 101 Dissertations?

Scan it, send it, fax - rename it…Daft Punk, “Technologic”

BOOKS MICROFORMS

Tuning-up our Workflows

Physical workflows and furniture changes

Upgrades to all computers, scanners, printers, and software

Process review, custom set-ups, add-ons

Training and cross-training

properties.mitula.com.au 

Hail, hail the gang’s all hereWhen the going gets tough

I know my friends will still be thereDropkick Murphys

Doc-Del by the Numbers

Comparing 2 ½ Years Before Changes

to Most Recent 2 ½ Years

• Increase in Borrowing Fulfillments 17%

• Decrease in In-House Cancellations 95%

• Increase in Document Deliveries 197%

Partial Bibliography

Haslam, M., & Stowers, E. (2001). Library-subsidized unmediated document delivery. Library Resources & Technical Services, 45(2), 80-89.

Hernon, P., & Whitman, J. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: ALA Editions.

Hosburgh, N., & Okamoto, K. (2010). Electronic document delivery: A survey of the landscape and horizon. Journal of Interlibrary Loan, Document Delivery & Electronic Reserve, 20(4), 233-252.

Jackson, M. (2004). Assessing ILL/DD services: New cost-effective alternatives. Washington, DC: Association of Research Libraries.

Sapp, G., & Brunswick, J. (2008). Review of the literature of interlibrary loan, document delivery, and resource sharing, 1995-2000. Journal of Access Services, 1(1), 49-104.

Weare, W. (2010). New support for the research process: Desktop delivery of microform content. Journal of Access Services, 8(1), 1-16.

Weible, C., & Janke, K. (Eds.). (2011). Interlibrary loan practices handbook (3rd ed.). Chicago: American Library Association.

Questions? Anecdotes? Discussion?