REQUEST M MANAGEM EMEN ENT: LEGAC ACY SYSTE TEMS MS, C , CONTIN TINUOUS I IMPROVEME MENT T AND ND NEXT XT-GE GEN D DAYDR DREAMS Sar Sarah K Kas asten OVGTSL SL C Conference ce May y 15, 2 2018
The t he tea eam ■ ILLAS Request Fulfillment & Customer Service team: responsible for processing interlibrary borrowing requests in ILLiad and order requests for all library firm order acquisitions (all formats). ■ Merger of firm order acquisitions and ILL borrowing functions into one team in Summer 2015. ■ I started in May 2016, about a year after the merger of ILL & Acquisitions. – Background in acquisitions and serials (Aleph), immediately charmed by ILLiad and ILL work. ■ “Very comfortably” staffed to… less comfortably staffed: 5 team members from “merger” into summer 2017. Retirements were anticipated but no specific details until notice given. Two staff members retired in August and December 2017, down to three with no plans to refill the positions.
The w he work ■ Request volume, averages 700/week combined purchase orders (subject librarians) and ILL (ND students, faculty, staff); fairly regular ebbs and flows in volume throughout the year. ■ Acquisitions: Calendar year 2017: $3,029,318 spent on 13,520 individual orders. ■ ILL: 25,000-30,000 requests per year. About 8,000-10,000 filled unmediated. ■ Also: general customer service (patrons, subject librarians), claiming firm orders, acquisitions admin
The sys he systems ■ Aleph: early 1980s, adopted here early 2000s ■ ILLiad: 1997, adopted early/mid 2000s ■ Home-grown online order request form for subject librarians to submit purchase requests. No integration with other utilities. Most subject librarians use it regularly, if not exclusively, for their firm order requests outside of vendor slip selection in Harrassowitz, Gobi, Casalini, AmaLivre. ■ ILL request management entirely handled within ILLiad. – Progressive queuing, status and flagging options – ILLiad community: add-ons & system integrations developed over the years to enhance ILLiad functionality. Primo, Gobi, Amazon, Google, Google Scholar, GIST, RapidILL, Get it Now, Internet Archive, ProQuest Dissertations and Thesis, OATD, etc. ■ Acquisitions processes largely ‘manual’ from the intake of requests, creating records in Aleph, to sending our orders to vendors. ■ Expectation to migrate to a new LMS and new ILL system in the next few years.
IL ILL L & Fir Firm O Order er V Vol. b by Mont nth 2500 2000 1500 1000 500 0 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 ILL Monthly total Firm Order Monthly total
Online ne Social ial Vendor Ve Onlin ine Sl Slip ip Sciences System Select ction Humanit itie ies Phone ne c calls Sciences Auctions Au Order er R Requ ques est Fo Form Ecommer mmerce e Ac Acquisitions (Amaz azon, n, Pap aper f forms Reques est t 30+ Subject 30+ S specialized Manag agement nt Lib ibrar arians selle llers) rs) Ema mail Ra Rare p phon hone call ll, s , snail l ma mail o order er Tel elep epathy ( (jk) k) Special ial Printouts ts Colle lection ons Ema mail Special ializ ized d Dir irectly Branche hes Reserves, , Circulat atio ion
Printouts sorted Team members Request email Order Request Printouts handed reorganize the papers according to opened, printed, out to team on their desks to Received in Team priority, format, include the new archived Email. members. subject librarian. requests. Search OCLC ID copy for sale Export bib record Back to email for Duplicate check Connexion for bib online or contact to Aleph; or make link provided on in Aleph record info for seller. stub record. request Update order Proceed with Add Aleph PO to Request to the Create order record with checkout on order, submit DONE/Discard record in Aleph, vendor info; website; draft order to seller. pile data entry update to SV email to seller 15 stages with multiple steps in web browser (email, seller sites), ILS, OCLC; re-searching in each application. The Life of a SIMPLE Firm Human routing, organization, prioritization of requests. Order Request Can eliminate some of the extra keying, searching, organizing work here.
Online ne Social ial Sciences Vendor Ve Onlin ine Sl Slip ip System Select ction Au Auctions Humanit itie ies Phone ne c calls Ac Acquisitions Ecommer mmerce e Reques est t (Amaz azon, n, Order er R Requ ques est Special ial Manag agement nt Form Fo Colle lection ons specialized (mu (multiple so sources & & selle llers) rs) Pap aper f forms Rare p Ra phon hone systems) ms) Sciences call ll, s , snail l Ema mail mail o ma order er Special ializ ized d Ema mail Di Direc ect Branche hes Telepa path thy ( (jk jk) Reserves, , “Blended” Team Printouts ts Circulat atio ion w/o real integration ILL R Reques ests ts ILLiad iad we web ILL R Reques est t RESOLVED ILL Patron ons (3, (3,00 000- Manag agement nt fo forms (Sent, C Cancele led, R Routed t to 4000 per y 4000 year) (ILLi ILLiad-ba based) Doc c De Del, DD DDA, A, etc)
Acquis uisitions itions r reque uest t manag nagement nt ■ Hard to “supervise.” – Who’s got which paper on their desk? – How many other papers do they have on their desk? – Did a request get lost in the traffic of our team email? – Did we order everything we were asked to? ■ Don’t have a way to directly compare workload of ILL requests (patrons are important!) with our acquisitions request volume (more patron-driven requests! collection purchasing is important too). ■ Tighter queue management can help make time for important non-transactional work. Workflow analysis, staff training/development, documentation…. ■ How much we have to do vs. how much we did. Evaluating capacity vs. reporting productivity. A BIG RUNAROUND to get stats on order requests received vs. orders placed.
Getti tting ng orde der reque uests ts into o ILLi ILLiad: WHY WHY ■ ILLiad as a ticketing system. – Progressive queueing to keep track of order status: waiting vendor confirmation, purchase order placed, pre-publication – ILLiad routing rules would self-sort order requests. Rush, Media, Special Collections, etc. Whatever is important to help staff stay organized. ■ Team would be able to see order request volume and ILL request volume in one place and (ideally) be able to allocate time better throughout the week. ■ Add-ons would help us develop some efficiencies in ordering process. Amazon, Gobi, Connexion, Google. Automated searching directly from ILLiad request. ■ Much easier to pull reports and statistics from ILLiad than Aleph on order requests.
Reserves, , Online ne Circulat atio ion Vendor Ve Social ial Systems Humanit itie ies Sciences Special ializ ized d Onlin ine Sl Slip ip Vendor Sit Sites Sciences Branche hes Select ction Ecommer mmerce e (Amaz azon, n, Special ial Reques est M t Managemen ement t Colle lection ons specialized Ord rder selle llers) rs) Reques est t ILLiad iad Queu eues es Ra Rare p phon hone Form call ll, s , snail l ma mail o order er ILLiad iad we web Ema mail s sel ellers forms fo dir irectly Auctions Au ILL Reques ests ts S Sent, t, ILL P Pat atrons Cance celed, d, Routed t d to Doc Del Do Del, RESOLVED
Getti tting ng orde der reque uests ts into o ILLi ILLiad: H HOW ■ Idea #1. Manipulating ILLiad web forms. – Tinkered with it, but it lacked some features of the existing form. – Not sure if I had the time/capacity to get 30+ subject librarians adapted to the new form. – Change management component & Short New pa patron status f for term solutions – Sele lectors; N rs; New Purchase se looking at another Request st f form rm o only ly visibl ble to change in 2 years. this pa patron s status. Minimizing change where it doesn’t add value.
Getti tting ng orde der reque uests ts into o ILLi ILLiad: H HOW ■ Idea #2. ILLiad Email Import Function, use our existing order request form to deposit order requests in a dedicated email account. ILLiad importing requests with POP connection every 10 minutes. 1. E Exis istin ing request f form 2. Ded Dedicated ema email account Has nice features for populating fund codes, cataloging locations, WorldCat API for bib data import. 3. Reque uests Que ueued i in n ILLiad iad via P ia POP
Settin ings in in Cus ustom omiz izatio ion M n Manager Order form fields mapped to ILLiad fields. Routing rules, custom queues, & custom email templates created to facilitate organizing requests and sending messages to vendors and subject librarians. Relabeling/hijacking ILLiad transaction table fields to accommodate acquisitions data (as well as ILL data)
Add-ons ons, , Notif ific icatio ions, an , and d Queue ue V Vie iews ■ ILLiad Custom Queues created for acquisitions requests, organized by sys routing rules. Can edit ILLiad client settings to display queues in whatever order.
Add-ons, Notifications, and Queue Views ■ ILLiad add-ons: can do a good amount of searching and purchasing activity within the ILLiad client. Most add-ons are designed to auto-search titles and ISBNs to reduce searching/keying.
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