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Delivering the goods how the furman libraries come across with relevant resource sharing services
- 1. 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
- 2. Furman University Greenville, South Carolina Furman 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
- 4. 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 tools whenlovegrows.com
- 5. Literature Survey History of resource sharing Best practices Developing trends Staffing and management Workflows Software and equipment
- 6. 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
- 7. Unspoken ILL Request Rule #1 The onus is on the patron to understand all of our policies, procedures, and library jargon.
- 8. Unspoken ILL Request Rule #2 Always submit requests with complete and correctly formatted citations. BecaShoots@Etsy.com
- 9. Unspoken ILL Request Rule #3 Do not request articles available at our own library, even if they are only available in microforms. Quickmeme.com
- 10. Unspoken ILL Request Rule #4 If items are in our databases or freely available online, we expect you to find them yourself. Bbc.com
- 11. Unspoken ILL Request Rule #5 Don’t expect to receive any items newer than 3 months. 2014
- 12. Culture of the Immediate / Principle of Least Effort My paper is due tomorrow! I want it delivered to my iPhone today! blurbrain.com
- 13. 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.”
- 15. 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
- 16. 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
- 17. 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
- 18. 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
- 19. 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
- 20. Value-Added Services Color Scans Searchable PDFs tecnomagazine.net www.vermontlife.com
- 21. 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
- 22. 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
- 23. 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
- 24. A.J. SITHOFF CODICES RUSSIAN MUSICAL GAZETTE www.boekwinkeltjes.nl
- 26. BOOKS MICROFORMS
- 27. 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
- 29. 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%
- 30. 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.
Hinweis der Redaktion
- Welcome! My name is Elaina Griffith, and I am the manager of resource sharing services at the Furman University Libraries in Greenville, SC. I hope to obtain my MLIS degree from San Jose State University in August of 2014. Today, I’d like to share a bit about a research and reorganization process which led to significant changes in the way we provide services to you and to our own patrons.
- In rural Vermont, 20 years ago, this is how I made interlibrary loan requests…. Does anyone remember these? Does anyone still use these??
- What are other libraries doing? Are patrons satisfied with service? What else do patrons want or need? How can we give them more than they ask for? How do we continue to utilize older formats in the library? Who needs to work in ILL, how many, what does our space and our equipment look like?
- I investigated the philosophical and practical base for resource sharing: what, who, why, how? Minutiae: Should we use boxes or fiberfill mailers, staples or tape. Respect other library’s requests for IN LIB USE ONLY, insurance. Trends toward scan & deliver, less recalls, buy not borrow. Fewer professionals in ILL, more staff management. Physical set-up, processes. What kind of equipment and software might be best for our needs–what is affordable?
- First 4 items were available from pre-reorganization evaluations. I spoke with colleagues in Circulation, Reference and Technical Services. Results of MISO: survey available across higher ed circles Pilot survey: library students workers
- Our former mindset is to demand that patrons learn all the rules. Just too much minutiae. The average college student is overwhelmed with classes, work and social events. Scan & Deliver: laziness or time management? How essential is having a microform reader skill set? Argument for research in some fields. Struggle to balance our teaching mission with good customer service. Teaching to fish vs. giving the fish. But.. Even today’s fishermen use high tech equipment! Turning point: microfilm dissertation ordered from CA, dead rat story… But we have all these microforms!?
- I needed it yesterday! I need it electronically! What’s the difference between a PASCAL and an ILL? A book chapter and a journal article? Does it matter?
- Edit canned communications, less jargon. Stop the demands that they do it all our way for our convenience. Why should we expect that they understand the minutiae of the technological complexities we are experts in? Students don’t want to know why or how. They want what they want when they want it. Despite IFI classes and web resources like LibGuides, they don’t always know what they are looking at in a citation: Book chapter, conference paper, foreign publications and languages. They don’t understand that everything may be abstracted, but not everything is available.
- Books first. Patron-initiated. Local resource sharing consortium.
- Let me unpack some terms here: When we don’t have FT database access to articles, patrons use PPV for the purchase of individual articles through a link resolver in our catalog. Library subsidized. We do not pass any costs along to the students or faculty, although some schools do. We have shifted from a mediated model (where a staff person does the ordering) to unmediated (self-ordered). Both of these models are generally faster and less complex than traditional ILL– and frees our time. Example of cancellation: tens of thousands of dollars for full database to mediated PPV, and now to PPV through Get It Now $25 ea. Even with heavy use, we are not close to what we were paying for full service. Other cancellations have occurred as well.
- Book chapters, bound journals, microforms.
- These are things faculty want. What would we need to do to provide these things?
- Scanner equipment with more options. Purchase direct from publisher. Adobe Acrobat Pro (desktop) converts pdfs to searchable.
- Define: PDA or DDA. Many libraries don’t lend new books. We set up profiled book plans with university presses and other vendors of academic books for automatic deliveries. They are targeted to support the curriculum. These arrivals take time. Although some profs request books directly from Acquisitions, how can ILL create a fast coordinated acquisitions workflow? Would this be effective and helpful?
- Formats: Books, not U Press, Audio CDs, leisure books (areas we wanted to beef up). 2 years old or less. $100 max cost. Critical that it be ship-expedited by Amazon. Pre-set emails and custom queues for requests to ACQ. Outlined procedures, met and discussed with Tech Services to get buy-in. Pilot project 5 weeks. Goal is for patrons to get items in the same amount of time the average ILL would take. Value to collection
- Resources for faculty: Classics prof wanted turn of the century set of oversized photographed codexes to share with his class. Most were in Special Collections. Was able to obtain several thanks to Indiana U, Duke and Sewanee. Music prof with deadline needed article in Russian Musical Gazette with no citation, just a possible journal. Some direction from ILL-ListServ. Request turned down by universities with holdings due to lack of Russian readers to read index. Finally found U Illinois with Slavic librarian who located and copied just in time!
- Keeping it fun: naming contest
- Wrote proposals for new book scanner with color scanning and ILL delivery software to Odyssey, DocDel and Email. New microform scanner with image treatment features. Voices and musical noises give personality: Wall-E.
- Opened up physical area, added dedicated workstations and more work surfaces to enable more simultaneous use. Tightened up ILLiad procedures, adding auto-populating Innovative tab to our catalog, Google Scholar for citations both right in the ILLiad record you are working on. Trained Circulation supervisors to enhance coverage on weekends and vacations. Trained students on scanning equipment.
- Eva and Kyle are not just being “cool”. They are shielding their eyes from the bright scanner flashes. Strategy for developing expertise: Hire freshman/sophomores with the expectation of keeping them through senior year, stagger ages.
- Thanks for coming! I would be happy to answer questions now, or later by phone or by email. I will put the slide show up on the conference website as well.