[ILL-L] Friday pet peeve- Hey, don't RUSH us.

[Debbie Hunn]

Heather, after all you've done, I'd just give them a No with reason Policy Problem. You don't need to let their demands frustrate you.  ~Debbie
 
 
Debbie Hunn
Turpin Library
Dallas Theological Seminary
3909 Swiss Ave
Dallas, TX  75204
phone: 214-841-3752
fax: 214-841-3745
dhunn at dts.edu 

>>> On 12/19/2008 at 8:30 AM, "Campbell, Heather" <HEATHERC at coj.net> wrote:

We have a small multi-tasking ILL staff , so we depend upon reference departments to help us locate ILL materials. Because they are working on filling these requests between desk shifts and due to staffing and budget cuts, we do NOT support rush delivery.  Never have. If there were a stronger way to state that in our policy statement besides NO, believe me, I would. 
I know I'm going to get mail saying; "We don't have no time to read no steenkeen' policy statements", but this keeps happening over and over again with the same institution.  We've tried talking to them.  We've e-mailed them. We've conditionaled them to death.  Nothing is working.  In the past, they've called up and screamed at my staff because we didn't fax them something they wanted NOW.  When we point out that our policy statement clearly states we don't do rush requests, they say: "Oh, I didn't see that" and then they try to get us to make an exception, just for them.  The experience we've had with them is one of the reasons we now charge libraries who charge us. Today, we received multiple rush requests from them for articles.  While all of them had a date, none of them had page numbers. All of them require microfilm searches and there's a laundry list of HOW they want the copies to look and what else to include.  The timing is bad since this is not only a Friday, but is a Friday during the holidays when staffing levels throughout the building are low and 'something' is going around.
So- my question to all of you out in ILL-land is this: How can I get through to them?  Or -Is it a just lost cause?
Heather Campbell, Manager
Special Services ~ Interlibrary Loan and Books By Mail
Jacksonville Public Library
303 North Laura Street
Jacksonville, Florida 32202-3505
heatherc at coj.net 904-630-2985 
 
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