The purpose of this paper is to share information on open distance libraries with specific reference of the use of technology in the Unisa Library: Information Resources Distribution (IRD) Services for student support. It seeks to provide practical information and examples of technology used within the Unisa Library: IRD section

2. Sophie Van der Walt
Search Librarian, IRD
Unisa Library
Tel: +2712 429 8910
Email: vdwalsc@unisa.ac.za
Technology &
library student support
in an ODL environment

3. Overview
• Library structure
• Client Contact Management System
• UniFlow workflow system
• Self-service technology
• Virtual Reference Services

4. Library structure
Unisa Library
Client Services
IR Content
Management
Corporate
Services
Information
Resource
Distribution(IRD)
Request and
Information
Search Services
Request and
Delivery
Services
IR Housing
Services

5. Client Contact Management System
–Facilitates fundraising, grant
making and bursary management in
a single application at Unisa
–Adapted to facilitate the capturing
and administration of search
requests from staff and students
–Contact Relationship Management
–Document Management
–Reporting

6. Client Contact Management System

7. Client Contact Management System

10. -The system allows reports on the
requests to be generated
-reports on researchers
can also be generated

11. UniFlow workflow system
• Unisa’s business process management
system to
– administer student registrations and related
requests
– Library material requests
• LibFlow (2004) > UniFlow

12. UniFlow Workflow
Receive request
Via OPAC
Sort into Unisa
library and
Interlibrary Loans
Unisa Library
captured on
system
Student receives
automated email,
sms and snail mail
Staff member
opens request
mailbox
Staff adds item
detail (shelf
number, location)
Staff collects book
Collection or
dispatch
Student receives
automated email,
sms and snail mail

13. UniFlow in the library
Uniflow system with mailboxes
Request record
Staff input book details +availabilityPatron receives automated email
Receives notification of any issues with request
System tracks all interaction with the request

14. UniFlow in the library
Statistics
• Available from the SQL system – only
supervisors have access
• Can access statistics for:
– Individual work performance of shelvers
(daily/monthly)
– Current situation as is
– Monthly archive of all requests
Per individual shelver
Snapshot of current
situation
Monthly archive

15. Self-service technology
• PreRequest (Sabinet)
• LibGuides
• AirPAC
• Safemail

16. • enables Unisa staff, masters
or doctoral students to
complete their own ILL
requests via Sabinet
• service that is used to
obtain books and articles
that are not available in
our library, from national
and international libraries
Self-service technology -
PreRequest
Register via
email
Receive log in
detail
Search on
Sabinet
interface
Request item
Item is
forwarded to
partner library
Item is
collected or
dispatched

17. Self-service technology -
PreRequest

18. Self-service technology -
PreRequest

19. Self-service technology
Libguides (F)
• LibGuides offer Web 2.0
multimedia functionality
• Is mobile-friendly, all pages are
optimized for mobile browsers,
and does not use Flash, so
chat works on any
smartphone, tablet, or
computer.
• Keeps detailed statistics on its
use and can create in-depth
content usage reports
• Main focus for IRD LibGuides
will be training on request
services as well as Library and
information literacy

20. Self-service technology
AirPAC
• AirPAC has been
developed by Innovative
Interfaces
• puts the Unisa Library
Catalogue in your hand
• much of the same
functionality as the Web
version of the catalogue

21. Self-service technology
AirPAC
• Search, request, view
your patron record,
renew items
• AirPac server detects
the type of mobile
device you are using
and deliver displays
formatted for that
device
Classic phone
Smart phone

22. Self-service technology
Safemail
Request via
OPAC
Request is
handled via
UniFlow
Item is collected
and sent to
Delivery
Services
Item is packed
into parcel
Parcel is labelled
and entered into
Safemail system
Parcel is given a
tracking number
Sent to Post
Office
Arrive at student
• South African Post
Office parcel tracking
product
• a delivery system for
library books/articles
to locally based and
international students
• Students can track
and trace via
myUnisa

23. Self-service technology
Safemail
Safemail system
The student number is
entered
The parcels detail (weight) is recorded.
Parcel has a label with unique label
code applied and the label is scanned
in. Unique label code is connected to
the student number

24. Self-service technology
Safemail - tracking

25. Self-service technology
Safemail - payment

26. Virtual Reference Services
• QuestionPoint
– Chat (via the LibGuides)
– Knowledge Base
• Facebook
• Twitter

27. Virtual Reference Services

28. Virtual Reference Services
Facebook & TwitterQuestions can be asked via @unisalibrary