[ILL-L] Summary: Polices/practice on Doc Delivery for online
journals
Heather L Brown
hlbrown at unmc.edu
Fri Jan 25 13:44:44 EST 2008
1. If a patron sends you a request that they could have accessed online
through the library's online subscription portal, do you ...
cancel the request and let them know where to find it
you fill it and apply any charges
fill it and don't charge
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Drexel University Health Sciences - cancel the request and let them know
it is available through our electronic resources. We also tell them to
contact us if they have trouble accessing it.
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We cancelled the request and let them know where to find it.
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cancel the request and let them know where to find it
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IT DEPENDS UPON WHO GETS THE REQUEST. IF THE REQUEST IS SENT TO OUR
REFERENCE ACCOUNT, THE REFERENCE LIBRARIANS ARE SUPPOSED TO CULL OUT AND
SEND ALL THE ARTICLE AVAILABLE ONLINE. IF IT GOES RIGHT TO INTERLIBRARY
LOAN, WE MAY OR MAY NOT CATCH IT. WE DO NOT CHARGE THE PATRON EITHER WAY.
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We cancel it and tell them where to find it. Also refer them to the
reference librarian if they need help in finding it.
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For students we tend to use a canned cancellation message indicating how
to retrieve the document themselves (online or print). For faculty and
staff we route to Document Delivery and fill the request. In the case of
large scale abuse by faculty we gently suggest that they use their
departmental student assistants to do the job
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cancel the request and let them know where to find it Yes, usually, and we
provide contact information for reference assistance if in case they need
it.
you fill it and apply any charges—No we don’t ever charge for this, but we
have discussed the possibility.
fill it and don't charge---Occasionally, in certain cases we’ll just fill
the request; if we know that the patron would have difficulty finding the
item, or if it’s a rush request, for example.
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cancel the request and let them know where they can find it.
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WE HAVE TWO SERVICES: A DIGITAL ARTICLE DELIVERY SERVICE, WHERE WE SCAN
AND EMAIL PATRONS COPIES OF ARTICLES FROM OUR PRINT AND MICROFORM
COLLECTION (FOR FREE, TO ALL PRIMARY USERS). FOR THAT SERVICE, IF WE GET A
REQUEST FOR SOMETHING WE HAVE IN OUR EJOURNAL COLLECTION, WE EITHER SEND
THEM A LINK TO THE ARTICLE OR THE PDF VERSION FROM THE PUBLISHER’S WEB
SITE. 10% OF OUR ARTICLE DELIVERY REQUESTS ARE FOR ITEMS WE HAVE ONLINE SO
WE FIGURE PEOPLE ARE *NOT* FINDING THESE ITEMS AND WE NEED TO HELP THEM.
IF THEY WERE HERE IN PERSON WE’D SHOW THEM HOW TO FIND IT BUT IN A REMOTE
SITUATION, ITS EASIEST TO SEND THEM THE ARTICLE LINK.
FOR OUR ILL SERVICE, BECAUSE WE USE VDX, WE FIND IT MORE CHALLENGING. WE’D
LIKE TO CANCEL THE REQUEST AND IN THE EMAIL SEND THEM A LINK TO THE
ARTICLE, BUT THERE IS ONLY ONE FIELD (CLASSMARK) WE CAN USE TO ADD
INFORMATION IN THE AUTOMATED CANCELLATION NOTICE (AND EVEN THAT WE ONLY
GOT TURNED ON IN OCTOBER) AND THERE IS A CHARACTER LIMIT WHICH IS NOT
ALWAYS LARGE ENOUGH FOR GIANT URLS. FOR NOW, STAFF ARE ACTUALLLY PRINTING
A COPY OF THE ONLINE ARTICLE AND SENDING THE PATRON A PICKUP NOTICE BUT
I’M NOT TOO HAPPY WITH THAT (FORCES PATRON TO COME TO THE LIBRARY) AND AM
LOOKING AT CHANGING IT. BUT WE’RE NOT COMFORTABLE WITH JUST CANCELLING THE
REQUEST AND SAYING “FIND IT YOURSELF” BECAUSE I FIGURE IF THEY KNEW HOW TO
DO THAT THEY WOULD HAVE DONE IT IN THE FIRST PLACE, SO SENDING THEM THE
URL IS IMPORTANT.
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2. If a patron sends you a request and you find it free online (and the
library does not normally have access to it), do you ...
cancel the request and let them know where to find it
you fill it and apply any charges
fill it and don't charge
-----------------------------------------------------
Drexel University Health Sciences - fill it and don't charge (we consider
this still interlibrary loan)
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We usually cancelled the request and let them know where to find it by
providing the URL to the article.
If sites were difficult to navigate, we would just fill the request using
the online pdf.
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When cancelling requests for things already online, we used a prefab
cancellation reason in ILLiad that told the patron 1) how to authenticate
from our libraries web site if the patron was off-campus, and 2) how to
get to our libraries' E-journals portal and the 11,000 titles for which we
have online access. We operated under the philosophy that it was better
to teach them to fish so they could eat for a lifetime rather than giving
them a fish so they could eat for a day. Although 29% of our users last
quarter had at least one request cancelled because it was online, less
than 5% had multiple requests (3 or more) cancelled for being online so we
think our instructions help. In addition, patrons in our article
databases see a link to the online full text if it's available and are
only offered an OpenURL link to an ILLiad request form if it's not. Our
ILLiad request form (see below) also has a prominent link in the middle of
the screen directing people to check our E-journal list.
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fill it and don't charge
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FILL IT AND NOT CHARGE. WE DON'T NORMALLY SEND A LINK IN A CASE LIKE THIS
BECAUSE SUCH SITES HAVE A WAY OF DISAPPEARING. WE DON'T NORMALLY CHARGE
FOR ARTICLES OR LOANS SO WE WOULD CERTAINLY NOT CHARGE IN THIS CASE.
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Cancel the request and let them know exactly where and how to find it,
again referring them to the reference librarian if needed.
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For students we cancel, using a canned message with the URL embedded. For
faculty we tend to do the same, unless navigating the URL is problematic,
in which case we provide doc delivery for them
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cancel the request and let them know where to find it—Yes, usually
you fill it and apply any charges
fill it and don't charge—We might fill if the item is particularly
difficult to find or if we know that the patron would have difficulty
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cancel the request and let them know where to find it (usually give them
the exact URL)
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FOR BOTH SERVICES WE PROBABLY WOULDN’T ALWAYS FIND IT FREE ONLINE BECAUSE
WE DON’T CURRENTLY CHECK ALL REQUESTS CONSISTENTLY ON THE FREE WEB.
HOWEVER, WE DO TRY TO ADD AS MANY FREE JOURNALS AS WE CAN TO OUR
CATALOGUE/EJOURNAL HOLDINGS SO IT MAY SURFACE AND IF IT DID, THEN FOR THE
ARTICLE DELIVERY SERVICE WE’D SEND THEM THE URL TO THEIR ARTICLE, AND FOR
ILL WE’D PRINT IT FOR THEM (AGAIN, LOOKING FOR A BETTER WAY).
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3. If you cancel and tell them to access it online, how does that go over
with patrons who aren't up to speed on locating online journals or
wouldn't mind if you did it for them despite charges?
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Drexel University Health Sciences - if a patron has trouble accessing it,
they just need to tell us and we will do it for free.
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That's why we supply it automatically.
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MOST OF OUR REQUESTORS ARE STATE OF MICH OR LEGISLATIVE EMPLOYEES. SOME
OF THEM ARE DELIGHTED TO LEARN THAT THEY CAN ACCESS ARTICLES ONLINE, AND
WE OFTEN PROVIDE TRAINING TO GROUPS OF SUCH PATRONS. OTHER PATRONS WILL
NOT FIND ARTICLES FOR THEMSELVES, SO WE CONTINUE TO DO THEIR REQUESTS AND
WE DON'T CHARGE THEM IF THEY WORK FOR THE STATE.
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If a student has problems and takes the trouble to contact us we will
typically work with them, providing doc delivery in that instance in
exchange for them at some point learning the skills at the reference desk.
We are contemplating providing a fee-based doc delivery service for those
who simply do not want to bother making copies, etc., though I am not
bursting with enthusiasm for taking on additional work with the very thin
staffing we have.
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We’ve had no complaints so far.
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Never gotten a complaint yet.
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THEY DON'T SEEM TO MIND, MOST CAN FIND THINGS ONLINE PRETTY WELL.
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Has never been an issue. The vast majority seems happy because it means
they get the item right away. If patron contacts us and lets us know there
is some sort of disability which makes it difficult to use the online
version, we will fill the request.
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MY FEELING IS THAT IF PATRONS KNEW HOW TO ACCESS THESE THINGS ON THEIR
OWN, THEY WOULD NOT BE TAKING THE TIME TO SUBMIT AN ILL REQUEST, HENCE OUR
APPROACH OF SENDING THEM A LINK TO THE ARTICLE (WHERE OUR SYSTEM PERMITS).
General comments:
We charge patrons $1.00 if they request something for which we have access
– either hard copy or online.
If something is not linked through our web site, I would not go out and
look for it. I’d probably, in my ignorance, request it via ILL. I get
requests like that from other libraries. If I later discovered it was
free online, I would pass that information on to our systems librarian, so
that it could be added.
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We charge our patrons $5.00 to obtain an article on ILL. If we find it
online or in our portal, we cancel the request, let them know where to
find it and do not charge them. We mention that if they have difficulty
locating the item, they can ask at any of our Reference desks for
assistance. Some do come back to us and we walk them through the process.
This frequently happens with databases like ProQuest Dissertations and
Theses. And some have problems with any links we send, so we have to
explain how we found it. My staff wish we could charge them $5.00 when a
patron is particularly dense about accessing something and requires a lot
of handholding.
For those that figure it out, it builds goodwill to let them know they can
get something free that they thought they had to pay for.
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SYB sends the address to the patron and cancels the request in both
situations.
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Heather L. Brown, M.A.
Head of Access Services
-Interlibrary Loan and Photocopy Department
-Distance Education
-The Nebraska Medical Center Liaison
McGoogan Library of Medicine
University of Nebraska Medical Center
986705 Nebraska Medical Center
Omaha, NE 68198-6705
hlbrown at unmc.edu
402-559-7097
866-800-5209 (toll-free)
402-559-5498 (fax)
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