Improving Customer Service and Inter- Communication with One ILLiad Click! Micquel Little Kate Ross...

Improving Customer Service and Inter-Communication with One

ILLiad Click!

Micquel LittleKate Ross

St. John Fisher College

Why we are here: ILLiad brought us

together.

Before:

• Write down each department you communicate with on a daily basis, due to ILL processes.

• Write down notes related to emails you type out over and over.

• Write down any wishes you've had related to communication (i.e. I wish we could try Purchase on Demand).

During:

• Keep track of all the ideas you'd like to add to your wish list.

We aim to provide ideas and inspiration for you to take away and immediately apply to your own library services.

Today's Goal: Before and After

Hands on Exercise

Take a moment to write down some thoughts about your current situation in each listed area.

Re-packaging of Functions

Workflow that works

ILLiad Request

Queue/Status of Request

List of Emails

available to send

Add-ons!

Routing Rules - What does that mean?

• WorldCat Local Search

• RCL

• Textbooks

• Google Books

Collection Management Add-Ons

• Amazon• GOBI• GIST

Acquisitions Add-Ons

Student purchase criteria

Faculty purchase criteria

For materials

your library

already owns,

notify patron

and Circulation

to put the book

on Hold at the

same time.

Circulation - Hold

Let patrons

know you

already have

access to

the title they're

interested

in...digitially!

Patron - ebooks!

While making

Collection Development

decisions, ask for

feedback, or alert

patrons to

resources

already

owned.

Collection Development - Feedback

Notify your

patron and

ordering

staff of a

pending

purchase

in one

step!

Collection Development - Buy It!

Return on Investment

ILL Approach to the Process

Best Practices

Best Practices: Addons

In evaluating if we own access to an article or book, we use these Addons:

• Worldcat Local

• Serials Solutions

• Wiley

In evaluating if we can access an article or book freely on the web, we use these Addons:

• Google Scholar/

• Google

• (Google Combined)

• (Internet Archive Search)



In evaluating if we can borrow an article or book, we use these Addons:

• Get it Now Search

• NLM Web Form

How?

• Emails and Routing Rules

• Notes

• Custom Queues

Communicating within ILLiad: How does it work?

With who?

• Inter-department Communication

• Multi-department Communication

• Beyond library

• Beyond campus

Quickly let the

Serials

department

know you've

found a

holdings

error.

Serials - One Quick Click

Add-on + Email = Token success!

Manage mediated

database

subscriptions

through

ILLiad.

Interlibrary Loan - Serials

Send an

invoice to

a Borrowing

library or

Circulation

within ILLiad.

Interlibrary Loan - Billing

Communicate

with patrons

and libraries

when

requests are

taking longer

than normal

or have an issue.

Interlibrary Loan - Follow up

Make each

ILL processing

issue a

teachable

moment!

Interlibrary Loan - Training

Others

• Recall notices

• Renewal notificationso Acceptedo Denied

Patrons can

see a history

of all emails

sent out,

regardless of

if they were

the recipient.

You can hide

these"Notifications"

on the web

interface.

More info from Atlas and IDS

Before you begin:

More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org

Emails Templates

• Open your Email folder where your ILLiad files are stored.

• Open an email similar to the one you'd like to create (For example, an email that pulls in loan information, if your new email will need to pull in loan information).

• Open a new Notepad

• Copy and paste the existing email into the New Notepad.

• Save as "New Email title."

• Edit!

https://prometheus.atlas-sys.com/


http://idsproject.org/



Custom Queues

• Login to the Customization Manager

• Open:System + Custom Queues + CustomQueuestable • Choose a record

similar to the one you'd like to create.

• Click Copy Record

• Edit and Save!






Email + Custom Queue = Routing Rule!

• Login to the Customization Manager

• Systemo Email

EmailRouting

• Choose a record similar to the one you'd like to create

• Click Copy Record

• Edit your new Custom Queue

• Edit your new email template

• Save!






Addons

Go to Atlas Systems Directory: https://prometheus.atlas-sys.com/display/ILLiadAddons/Addons+Directory

• Select the Addon you'd like to use

• Download the .zip file into your ILLiad/Addons folder (unzip files)

• Within ILLiad go to System tab, then Manage Addons

• Find your new Addon and configure with appropriate settings.

• Close and Reopen ILLiad!





Feedback

After:

• Take a few minutes to write down any last minute ideas.

• Share! What are some ideas you have to take back to your library?

We're interested in ideas and inspiration from you!

Today's Goal: Before and After

Thank you!

Questions?

Improving Customer Service and Inter- Communication with One ILLiad Click! Micquel Little Kate Ross...

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