This presentation was provided by Cyril Oberlander of SUNY Geneseo, during the NISO event "Collaborative Library Resource Sharing: Standards, Developments, and New Models for Cooperating," held October 7 - October 8, 2008.

1. New Service Models
Transforma4on Strategies for Resource Sharing
What the Resource Sharing Community,
Strategic Service Op4ons and Workflow Design
are Reshaping Library Services Towards…
Cyril Oberlander, SUNY Geneseo
October 7, 2008
NISO Collabora4ve Library Resource SharingSpeaker notes available by viewing power point notes
Workflow should be customizable like an RSS reader
RSS Fed ChannelsRSS Fed Channels
Real Simple Syndica4on Real Simple Syndica4on –– content feed to your reader content feed to your reader
You choose what & how much You choose what & how much contentcontent or Resources to add or Resources to add
AddAdd
Workflow
Workflow
likelike
Content
Content
feeds
feeds
Edit howEdit how
many itemsmany items
in that in that
ChannelChannel
Tools that show the way… Book Burro
Click on library to run a search into
your catalog.
Book Mooch & PaperBackSwap
Amazon, Abebooks, etc.
Modeling a mediated ILL Loan workflow…
Book Request (Edit)
Digital Libraries: integra4ng content and systems
Standard #: OCLC: 70264471
Req. by: Cyril Oberlander, Faculty
Source: WorldCat.org
Digital Libraries: integra4ng content and
systems. 2006
Checked Out: Due Never
Hold: 1 Times Checked Out: 5
No other copies at UVA
Create Hold?
Local Source (Edit) Auto‐Search (Edit)
Worldcat
OCLC# (6 records, 80 holdings) (VIEW)
Purchasing Sources
Amazon Buy for $99.94
Barnes & Noble Buy for $59.95
Search Engine
OAI Repositories
Get / Deliver (Edit)
OCLC Worldcat
Digital Libraries: integra4ng
content and systems
#70264471 33 holdings
#70264475 5 holdings
In State holdings: 2
Next Step (Edit)
Cyril Oberlander: cwo4n@virginia.edu, W: 434‐243‐2282, F: 434‐924‐4337, Mail, AIM: electroniccyrilChat
No Fees, prefers electronic delivery, away December, 2006.
Edit Process: Fill Electronic, Cancel, Contact Cyril, Contact Source Add Note/Task
Add Channel Borrowing, Document Delivery, Lending, Process, Queues
Purchasing Sources
Amazon: Buy for $99.94
Amazon Library Processing
Barnes & Noble: Buy for $59.95
Search Engine
No match in Google Book Search
OAI Repositories
No match
Alert
CD Profile Match
Finding the op4ons that fit the user & your needs
Book Request (Edit)
Digital Libraries: integra4ng content and systems
Standard #: OCLC: 70264471
Req. by: Cyril Oberlander, Faculty
Source: WorldCat.org
Digital Libraries: integra4ng content and
systems. 2006
Checked Out: Due Never
Hold: 1 Times Checked Out: 5
No other copies at UVA
Create Hold?
Local Source (Edit) Auto‐Search (Edit)
Worldcat
OCLC# (6 records, 80 holdings) (VIEW)
Purchasing Sources
Amazon Buy for $99.94
Barnes & Noble Buy for $59.95
Search Engine
OAI Repositories
Get / Deliver (Edit)
OCLC Worldcat
Digital Libraries: integra4ng
content and systems
#70264471 33 holdings
In State holdings: 2
Next Step (Edit)
Cyril Oberlander: cwo4n@virginia.edu, W: 434‐243‐2282, F: 434‐924‐4337, Mail, AIM: electroniccyrilChat
No Fees, prefers electronic delivery, away December, 2006.
Edit Process: Fill Electronic, Cancel, Contact Cyril, Contact Source Add Note/Task
Add Channel Borrowing, Document Delivery, Lending, Process, Queues
Purchasing Sources
Amazon: Buy for $99.94
Amazon Library Processing
Barnes & Noble: Buy for $59.95
Search Engine
No match in Google Book Search
OAI Repositories
No match
Buy with Library Processing
Send to Library
Buy with Library Processing
Send to User
Edit Op4ons
If buying, my system preference is to:
•Automate akach OCLC holdings, ILS order record download, user hold placed…
•Automate email or RSS status of request and delivery tracking link.
•Delivery to user, shipment tracked, w/Amazon Library Processing
•Have Amazon send quarterly invoice, or charge OCLC IFM
Borrowing/Document Delivery Requirement Assump4ons
1. Borrowing requests in the ILL system should automa4cally
check the ILS, OpenURL resolver, and even Google Books,
providing applicable barcodes, holdings data, and URL, if
applicable.
2. System searches OCLC, resolves custom holdings groups
against borrowing / lending load leveling algorithm.
Unmediated request placed unless filter applies.
3. Receive for Loans in the ILL system should pass relevant
informa4on needed to check out the item on the ILS.
4. ILL system should provide shipping labels (for
home/departmental deliveries) and communicate with
shipping system if applicable.
5. Update return of loan using the item barcode or ILL #
should update the ILL system and transfer data back to ILS
for update. ILS responds with message (shelf, transfer,
hold or other flag that item.

2. Lending Requirement Assump4ons
1. Lending requests in the ILL system should automa4cally check
the ILS, OpenURL resolver, providing applicable barcodes,
holdings data , and URL with ILL permissions, if applicable. If
not available, automate no with group parameters and local
semng.
2. Load leveling feature can be applied to cancel requests when
B/L ra4o exceeds a given value.
3. Update transfer or shipping for Loans in the ILL system should
pass relevant informa4on (barcode) as needed to check out the
item on the ILS.
4. ILL system should provide shipping labels and communicate
(individually and batched) with shipping system if applicable.
5. Update return of loan using the item barcode or ILL # should
update the ILL system and transfer data back to ILS for update.
ILS responds with message (shelf, transfer, hold or other flag
that item.
More Assump4ons
• Automa4on needs to do more work…
• Detec4ng holdings and policies ‐ for borrowing and
lending, electronic or print 4tles, etc.,
• Enable strategies that reinforce group value; consor4a,
delivery networks, affilia4ons, etc.
• Load Leveling and deflec4on features added to local
systems – take away the desire to charge to limit.
• Add more sources as op4ons that libraries can select, and to
u4lize some sources, add payment flexibility with conversions;
EFTS, IFM, Credit Card, etc.
• Incorporate emergent communica4on tools; Skype for
example could reduce cost of communica4on, adds a new
billing feature, and can transfer files through firewalls.
• Incorporate op4ons that have simple business rules.
• Reevaluate policy & services; overdue, holds, checkout
periods, turnaround 4mes, etc.
Hold the phone…
What are the priori4es and strategic next steps?
User
Needs
Library
Needs
Vendor
Needs
ROI
•Delivery op4ons
•Format op4ons
•Hold op4ons
•Policy op4ons
•Fee op4ons
•Adopt me –
visi4ng library
privileges
•Etc.
What are the deal breakers?
•Development cost
•Protec4ng market share & IP
•Maintenance & Sustainability
•New Customers?
•Service cost
•Impact on workflow
•Expand op4ons:
• Batch
• Un‐mediate
• Mediate only
when needed.
• New sources
• Financial flexibility
(IFM, EFTS, Credit
Card)
•Leverage data
(local/global)
Focus on what MaTers…
Discovery isn’t our problem – Service Delivery is
• “main frustraZon is not with the research discovery services
themselves, but with the problem of subsequently accessing
iden4fied sources and materials.” Research Informa4on Network (2006)
survey of researchers.
• “We now have a situa4on in which users may discover items in
online indexes or online library catalogues then hit a dead end
as far as delivery is concerned. This is a dangerous situa4on for
the role of libraries in general. If libraries collecZvely do not
seek to find ways to get around these dead ends others will.”
Gatenby & Goldner, 2005
Let’s start over…
Knowing what we know today…
•How would you have liked to seen ILL develop?
•What library services would be different?
•How do we transform resource sharing?
•What will be different in 2 years?
What are Requests?
SYLLABICATION: re∙quest
TRANSITIVE VERB: Inflected forms: re∙quest∙ed, re∙quest∙ing, re∙quests
1. To express a desire for; ask for. Oven used with an infini4ve or
clause: requested informa=on about the experiment; requested to
see the evidence firsthand; requested that the bus driver stop at the
next corner.
2. To ask (a person) to do something: The police requested her to
accompany them.
NOUN: 1. The act of asking.
2. Something asked for.
IDIOMS: by request In response to an expressed desire: We are offering these
scarves for sale again by request. in request In great demand: a
pianist in great request. on (or upon) request When asked for:
References are available on request.
ETYMOLOGY: From Middle English requeste, the act of reques4ng, from Old
French, from Vulgar La4n *(rs) requaesita, (thing) requested, from
altera4on of La4n requsta, feminine past par4ciple of requrere, to
ask for. See require.

3. Keeping our eyes on where Requests are taking
us?
SYLLABICATION: re∙quest
TRANSITIVE VERB: Inflected forms: re∙quest∙ed, re∙quest∙ing, re∙quests
1. To express a desire for; ask for. Oven used with an infini4ve or
clause: requested informa=on about the experiment; requested to
see the evidence firsthand; requested that the bus driver stop at the
next corner.
2. To ask (a person) to do something: The police requested her to
accompany them.
NOUN: 1. The act of asking.
2. Something asked for.
IDIOMS: by request In response to an expressed desire: We are offering these
scarves for sale again by request. in request In great demand: a
pianist in great request. on (or upon) request When asked for:
References are available on request.
ETYMOLOGY: From Middle English requeste, the act of reques4ng, from Old
French, from Vulgar La4n *(rs) requaesita, (thing) requested, from
altera4on of La4n requsta, feminine past par4ciple of requrere, to
ask for. See require.
Consor4a view of journal 4tles in LC#
order, with use and # of libraries
Keeping our eyes on where Requests are taking
us?
SYLLABICATION: re∙quest
TRANSITIVE VERB: Inflected forms: re∙quest∙ed, re∙quest∙ing, re∙quests
1. To express a desire for; ask for. Oven used with an infini4ve or
clause: requested informa=on about the experiment; requested to
see the evidence firsthand; requested that the bus driver stop at the
next corner.
2. To ask (a person) to do something: The police requested her to
accompany them.
NOUN: 1. The act of asking.
2. Something asked for.
IDIOMS: by request In response to an expressed desire: We are offering these
scarves for sale again by request. in request In great demand: a
pianist in great request. on (or upon) request When asked for:
References are available on request.
ETYMOLOGY: From Middle English requeste, the act of reques4ng, from Old
French, from Vulgar La4n *(rs) requaesita, (thing) requested, from
altera4on of La4n requsta, feminine past par4ciple of requrere, to
ask for. See require.
• To a user‐centric focal point ‐ where
they want us to be.
• To a point of need – a unique
opportunity.
• Towards a new model – a dialogue &
parZcipatory migraZon plan
Purchase Request
E‐Reserve Request
Rare Materials Scan Request
Special CollecZon DuplicaZon Request
Video Booking Request
Library Services Library Services are are fragmented byfragmented by
Request Request Systems thatSystems that
Reinforce funcZonal divisionsReinforce funcZonal divisions
Service Request – in what context? User Search
& Discovery
Get Op4ons
Find it @
your
Library
or drive to another library,
or ILL from your Library,
or request Library buy it.
Do our service
offerings make
sense?
Sense-making for
us & our users
Context
SensiZve
Workflow
Buying Domain
RenZng
Domain
Borrowing / Library
Domain
Free Domain
Free Domain

4. Looking for Moby – Free Online Books
UVA ILL 2005/2006 Data
2006/2007
Over 23% were found
in Google Book
Ren4ng Domain
Also…
ILL Libraries that charge lending fees
Charge = Cost of Lending?
2002 $9.28 / unit
1996 $9.48 / unit
hkp://www.arl.org/newsltr/230/illdd.html
Buying Domain: Ar4cle Pay Per View API?
Amazon $5.95
Avg. ILL Cost $17.50
CCC Royalty Fee $32
Science Direct Download $30
What if publishers only charged $.99 per arZcle?
Buying Domain
April 6, 2008 a day in the life of ILL monographs…
On April 6, 2008, 110 borrowing requests for loans came into SUNY Geneseo, of these…
20.9% or 23 items could not be purchased from Amazon
79.1% or 87 items could be purchase from Amazon
If monograph budgets didn’t maker…
Of those 87 items that could be purchased from Amazon:
Purchased used for a grand total of $2,224.71 coming to $25.57 per item.
Purchase new (3 could only be purchased used) for a grand total of $2,851.27
coming to $32.77 per item.
However…
Over 1/3 could be purchased used for less than $10 (almost 1/5 for less than $5).
Over 1/5 could be purchased new for less than $10.
46% could be purchased for under the ARL unit cost for borrowing: $17.50
2 DVD requests could be filled for under $6 each (used), or under $10 each (new).
2 Music CD requests could be filled for under $9 each (used), or under $14 each
(new).
Buying books for users?
Sample of 52 D.E. ILL requests:
50% available to purchase in Amazon
~ 6% for $1 (Rush shipping for $4)
Avg. cost to acquire & catalog: $83.10
Est. cost of ILL & D.E. Service: $26.78
Avg. cost for ILL: $17.50
Avg. cost for ConsorZa CirculaZon: $2.04‐14.70
How do we transform workflow? Recommended enhancements
$
Proposed Services…
•Amazon$ like worldcat.org
•Just in Time Acquisi4on:
•Buy for Library,
•Akach OCLC symbol,
&/or download to ILS
•Refer to selector for review.
•Buy for user
•Rent for user
•APIs to Google Book, Amazon,
CCC, OCA, Publishers, etc.
•Correct OCLC holdings

5. Transforma4on means ques4ons of ourselves & users
What are the quesZons we ask?
•Notes:
•Accept in other Language?
What’s worth asking?
•Would this be an important work for the
library to consider adding to the
collec4on?
•How long might you expect this work to
be relevant?
•Using a ra4ng (1 low – 5 high) how
important is this to your students?
•Did a colleague recommend this?
•If available at nearby libraries, is it worth
the library acquiring?
•What format is ideal for your use of this
work?
•How would you like this delivered?
Peer 2 Peer Domain
P2P Libraries – Resource Sharing Groups
OpenURL
Resolvers
Database of
eJournals held by
IDS Project libraries
Licensing
Database
IDS eJournal Availability Server
Z39.50 catalog displays ILL availability
Title, Year, Volume, Issue, License
IDS Project eJournal Availability Server
TARGETS URL License
Date
Checked
Checked
by
Comments
INSTITUTE
OF PHYSICS
JOURNALS
http://www.iop.org/EJ/librarians/-page=
librarians/0031-9120/1#print
P 2/28/2007 Tiede
Under “librarians”
page
Yes, No,
Unclear, etc.
This License
is Paper
Copy Only
1.
3.
Shared ILL‐ERM
An opportunity for Shared Electronic Resource Understanding (SERU)
Enter
Informa4on
in Database
hkp://www.iop.org/EJ/librarians/‐page=librarians/0031‐9120/1#print
Q. What about interlibrary loans?
A. Ins4tu4ons October use hard copies derived directly or indirectly from the electronic edi4on of the publica4ons for the
purpose of inter‐library loan with the same limita4ons that apply to paper copies for that purpose made from the print
edi4on of the journals. Specifically, copies must be made in compliance with Sec4on 108 of the Copyright Act of the USA
and Technological Uses of Copyrighted Works (CONTU Guidelines), the text of which is available as part of USA Copyright
Office Circular 21. The electronic transmission of copies of ar4cles for inter‐library loan purposes is not allowed.
Search for
Provider
in a
Search Engine
2.
Can’t find?
publisher
Record
Response
on Table/
Chart
4.
29
July 2008 30
•Working with Atlas, OCLC, & Serials Solu4ons
•Objec4ves for what’s ahead:
•Batch or unmediate data processes
•Un‐mediate Direct Request for Ar4cles
•Create load leveling capabili4es
•FRBR‐like resolu4on of serial format holdings
•Can SERU help determine permissions?

6. Looking for other ways to cooperate – the next hurdle…
IDS Project 2006/2007 Data – Unfilled within IDS Libraries…
ArZcles Subscrip4on Cost
79 requests for Early Child development and Care $2,973
57 requests for Terrorism and Poli4cal Violence $610
51 requests for Archives of general psychiatry $490
Loans New Cost
15 requests for Synthesis and op4miza4on of digital circuits $135.69
7 requests for Trea4se on harmony $10.10
6 requests for The pursuit of happiness $3.24
What data and criteria maTer for cooperaZon? How do
we get that data to where it is needed?
•Coordinated Collec4on Development
•Shared Collec4ons, including shared leased collec4ons, floa4ng
collec4ons, shared print repositories all impact ILL
•Workflow and Service opportuni4es
Look beyond our func4onal areas:
Remember Parallel Partnerships
DigiZze on Demand for ILL & Digital Library…
“Small items that are too fragile to circulate on interlibrary loan are usually supplied through a
photocopy. But photocopying oven shortens the life of the original… LOC now scans this
type of material and delivers the images via the Web… A scanned item will be accessible
from this page for at least six months… then be permanently accessible from the Library of
Congress catalog…, and an 856 tag will also be added for the DLC holdings record in
OCLC.”
Digital Interlibrary Loan, Library of Congress:
hkp://www.loc.gov/rr/loan/illscanhome.html
Others doing this…
• Na4onal Library of Australia, for public domain Australian works
that are requested by ILL:
hkp://www.nla.gov.au/policy/digi4sa4on.html
• Europe eTen DoD: hkp://www.uibk.ac.at/ub/dea/eten/
Digital Library & ILL partnerships conZnue to grow
Digi4zing and Prin4ng – Borrowing op4ons for medium rare
Print on Demand ‐ a solu4on to rare material ILL, or another acquisi4ons program?
There are over 12K books from the Michigan Historical Reprint Series in Amazon; prices
range between $12‐$43.
“Print‐on‐demand is an akrac4ve alterna4ve for scholars on a budget. Another top seller,
the 1898 textbook "A Trea4se on Universal Algebra with Applica4ons" by Alfred North
Whitehead, is available from Cornell for $35.99 versus $600 for the original from a used
book dealer. “ hkp://www.news.cornell.edu/stories/April07/LibAmazon.dea.html
Future of Request Workflow How do we redesign Service & Request?
• What services do our users want?
• What resources make sense?
• What strategies make sense?
• What workflow/system enables strategies
for user and libraries? What ques4ons do we ask our
users in our request forms?
• What policies make sense today?
• Short Due Dates?
• Overdue Fines?
• Recalls

7. Flexible Request Construct:
Allow for parallel (many to many) and
distributed capabili4es
Request
ILL ‐ Borrow
Purchase
Reference
Get It
Doc. Del.
Deliver It
Other
Pickup
Link to
Mail to
Fax to
Email to
Other:
user preferences
Group projects
Grant projects
Exhibits
Integrate It
Reserves
Learning
Management
System
Digital
Library
Personal
Digital Assistant
Annota4on
& Tagging
Request Management
& Workflow
Reference
Customer RelaZons Management
Recap: Reshaping Library Service
Determining what makers…
•Deliver engaging op4ons that personalize user
and staff environments but addresses the
con4nuum of user tasks
•Collaborate with publishers and vendors: Give
Vendors specific insight about how tools can be
made more effec4ve for users and your
workflow
Transformed Model: Amazon Service
What makers for Service?
Cost, Condi4on, &
Seller; i.e. Ra4ng & Turn‐around
Global Library Service mock up that empowers choice & preferences
Request
Delivery Time
Standard
5 days
Home Delivery
Fee Based
Rush
E‐Book Purchase
What maTers?
• Loca4on
• Delivery Op4ons (Pickup, Home, Electronic)
• Time: Immediate or How much delay? (ranking lender by?)
• Cost: Free or Fee based op4ons
• Format (Electronic, Print, Microfiche, LP, DVD, Mobile)
• User Tools (User toolbar or applica4on specific integra4on)
• Use: digital scholarship or social networking,
rights management, etc.
Discovery to Delivery Cycle
ILLiad customiza4on example
“Interested in wri4ng a review on this material? Worldcat review:
hkp://www.worldcat.org/oclc/<#ESPNumber>?tab=reviews#tabs “
Beside Focusing on DiscoverBeside Focusing on Discover
and Get It and Get It
So where do we collaboraZvely go next?
Thank you
Ques4ons?
Cyril Oberlander
cyril@geneseo.edu
Skype: cyriloberlander
AIM: electronicCyril
GoogleTalk: cyril.oberlander