[ILL-L] ILL training

[Robinson, Arthur]

My recommendation is to provide a manual (or at least a "cheat sheet"--I made up a 3-page one for our library), provide some brief training, then give the trainee a few actual ILLs and see if s/he is following the steps properly, making tactful suggestions if the trainee doesn't.
 
Yes, it's a good idea to have the "people try to write down the steps they need to follow themselves."  When I got my first job my predecessor was already long gone, so I was given two pages of instructions--some of which were useful, some of which were out of date or unclear or, I learned, not very good advice.  I revised it to make my own "cheat sheet," adding quite a bit (the first step being - CHECK WHETHER YOUR LIBRARY ALREADY HAS THIS).
 
Of course, there are things you have to know which it probably isn't a good idea to write down.  In library school, I was taught that the customer is always right.  When I got a real job, I soon learned the golden rule of both ILL and reference:  Don't Trust the Patron's Citation.  (This can be worded more tactfully as "Always verify the citation before sending the request.")
 
Arthur

________________________________

From: ill-l-bounces at webjunction.org on behalf of Butler, Margaret
Sent: Fri 5/1/2009 9:56 AM
To: Interlibrary Loan Listserv
Subject: RE: [ILL-L] ILL training


Hello,
I second the use of a procedure manual.  When training part-time workers (college students) to help in our library, we have had a talk-training time, when we had an overview of the procedures and the workers got the manual to look at, write on, etc.  I have also had people try to write down the steps they need to follow themselves--putting it in one's own words can make it easier to remember the process.  Finally, to assure that all the pesky little steps are followed (for example entry in a shipping log as well as marking the item as sent/received in WCRS), we added a checklist to the bookstrap that we place on each item.  
 
Good luck with the training.
 
Meg

Meg Butler

Reference Librarian

New York Law School

212-431-2148

 

 


________________________________

	From: ill-l-bounces at webjunction.org [mailto:ill-l-bounces at webjunction.org] On Behalf Of Document Delivery
	Sent: Friday, May 01, 2009 9:45 AM
	To: Interlibrary Loan Listserv
	Subject: RE: [ILL-L] ILL training
	
	

	That's quite difficult. I've tried diagrams but with only limited success. I have procedure manuals with each step written out, but they have to follow them, 

	 

	Edward Helmrich 
	ILL Office 
	Ryan Library 
	Iona College VXI 
	914-633-2352 
	docdelivery at iona.edu 

	 

	From: ill-l-bounces at webjunction.org [mailto:ill-l-bounces at webjunction.org] On Behalf Of Ceil Smith
	Sent: Friday, May 01, 2009 9:13 AM
	To: 'Interlibrary Loan Listserv'
	Subject: [ILL-L] ILL training

	 

	Good morning.

	 

	I need to ask for help! I've been tasked with training a computer-challenged coworker on ILL to fill in while the "regular" ILL clerk is on extended leave. Can anyone help me with some ideas or training examples/exercises? I would be VERY grateful for any help. 

	 

	Ceil

	 

	-----

	Ceil Smith

	Technology and Training Services Coordinator

	Three Rivers Regional Library System

	208 Gloucester St.

	Brunswick, GA 31520

	912-267-1212

	912-267-9597 fax

	 

	 

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