Delivering the goods how the furman libraries come across with relevant resource sharing services
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Delivering the Goods: How the Furman Libraries Come Across With Relevant Resource Sharing Services Elaina Griffith, MLIS Interlibrary Loan / Scan & Deliver / PASCAL Delivers Furman University Libraries NW-ILL Conference, September 12, 2014
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In the face of organizational restructuring at the Furman University Libraries, resource sharing staff took the opportunity to reassess essential services, workflows, and equipment in the interlibrary loan department. This presentation explores how steps were taken to identify user needs and satisfaction, align with best practices, and create value-added services.
Transcript of Delivering the goods how the furman libraries come across with relevant resource sharing services
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.
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?
