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How the Furman Libraries Come Across 
With Relevant Resource Sharing Services 
Elaina Griffith, MLIS 
Interlibrary Loan / ...
Furman University 
Greenville, 
South Carolina 
Furman University 
Libraries 
Serve 2,800 students, 
240 faculty, 600 staf...
Opportunities 
Check in with current trends 
and best practices 
Assess patron levels of 
satisfaction 
Ascertain patron n...
Literature 
Survey 
History of 
resource sharing 
Best practices 
Developing trends 
Staffing and 
management 
Workflows 
...
What Makes 
Resource Sharing 
Tick? 
Annual reports 
Policies manuals 
SWOT analysis 
Consultant report 
Staff interviews ...
Unspoken ILL Request 
Rule #1 
The onus is on the patron 
to understand all of our 
policies, procedures, and 
library jar...
Unspoken ILL Request 
Rule #2 
Always submit requests 
with complete and 
correctly formatted 
citations. 
BecaShoots@Etsy...
Unspoken ILL Request 
Rule #3 
Do not request articles 
available at our own 
library, even if they are 
only available in...
Unspoken ILL Request 
Rule #4 
If items are in our 
databases or freely 
available online, we 
expect you to find them 
yo...
Unspoken ILL Request 
Rule #5 
Don’t expect to receive 
any items newer than 
3 months. 
2014
Culture of the 
Immediate / Principle of 
Least Effort 
My paper is due 
tomorrow! 
I want it delivered 
to my iPhone toda...
 We don’t want to 
coddle students by 
handing them 
resources. They need to 
discover information for 
themselves. 
 Ab...
Disconnect!! 
Alongtheyellowbrickroad.wordpress.com
Finding Ways to 
Say “Yes!” 
Removing barriers for 
improved customer 
service 
Fixing incorrect or 
incomplete citations ...
PASCAL Delivers 
5 Days per Week! 
Over 50 SC academic 
libraries 
Union catalog 
working through 
local ILS 
Books only 
...
Unmediated 
Pay-per-View 
Get It Now 
unmediated 
2-8 hours 
Mostly replaces 
large, inflexible, 
time-consuming, 
mediate...
Expansion of 
Scan & Deliver 
Services 
Retrieval of 
Furman owned 
materials in both 
circulating and 
non-circulating 
f...
Quality visuals 
for classroom 
use 
Recently 
released books 
and articles in 
their field 
Santa Claus on 
any given day...
Value-Added 
Services 
Color Scans 
Searchable PDFs 
tecnomagazine.net 
www.vermontlife.com
Value-Added 
Services 
Patron-Driven 
Acquisitions 
New books are 
difficult to borrow 
Approval plans take 
months to del...
Patron gets new items in a 
timely fashion 
A high percentage of approval 
plan books never circulate. 
Items added via PD...
ILL / ACQ POLICIES 
Created criteria list for 
formats, dates, cost, 
shipping time 
Created workflows for ILL 
statuses, ...
A.J. SITHOFF CODICES RUSSIAN MUSICAL GAZETTE 
www.boekwinkeltjes.nl
BOOKS MICROFORMS
Tuning-up our 
Workflows 
Physical 
workflows and 
furniture changes 
Upgrades to all 
computers, 
scanners, printers, 
an...
Comparing 2 ½ Years Before Changes 
to Most Recent 2 ½ Years 
• Increase in Borrowing Fulfillments 17% 
• Decrease in In-H...
Haslam, M., & Stowers, E. (2001). Library-subsidized unmediated document delivery. 
Library Resources & Technical Services...
Delivering the goods how the furman libraries come across with relevant resource sharing services
Delivering the goods how the furman libraries come across with relevant resource sharing services
Delivering the goods how the furman libraries come across with relevant resource sharing services
Delivering the goods how the furman libraries come across with relevant resource sharing services
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Delivering the goods how the furman libraries come across with relevant resource sharing services

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In the face of organizational restructuring at the Furman University Libraries, resource sharing staff took the opportunity to reassess essential services, workflows, and equipment in the interlibrary loan department. This presentation explores how steps were taken to identify user needs and satisfaction, align with best practices, and create value-added services.

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Delivering the goods how the furman libraries come across with relevant resource sharing services

  1. 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. 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
  3. 3. 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
  4. 4. Literature Survey History of resource sharing Best practices Developing trends Staffing and management Workflows Software and equipment
  5. 5. 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
  6. 6. Unspoken ILL Request Rule #1 The onus is on the patron to understand all of our policies, procedures, and library jargon.
  7. 7. Unspoken ILL Request Rule #2 Always submit requests with complete and correctly formatted citations. BecaShoots@Etsy.com
  8. 8. Unspoken ILL Request Rule #3 Do not request articles available at our own library, even if they are only available in microforms. Quickmeme.com
  9. 9. Unspoken ILL Request Rule #4 If items are in our databases or freely available online, we expect you to find them yourself. Bbc.com
  10. 10. Unspoken ILL Request Rule #5 Don’t expect to receive any items newer than 3 months. 2014
  11. 11. Culture of the Immediate / Principle of Least Effort My paper is due tomorrow! I want it delivered to my iPhone today! blurbrain.com
  12. 12.  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.”
  13. 13. Disconnect!! Alongtheyellowbrickroad.wordpress.com
  14. 14. 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
  15. 15. 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
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. Value-Added Services Color Scans Searchable PDFs tecnomagazine.net www.vermontlife.com
  20. 20. 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
  21. 21. 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
  22. 22. 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
  23. 23. A.J. SITHOFF CODICES RUSSIAN MUSICAL GAZETTE www.boekwinkeltjes.nl
  24. 24. BOOKS MICROFORMS
  25. 25. 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
  26. 26. 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%
  27. 27. 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.

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