[Publib] Follow Through on Patron Requests

[Michelle Mears]

As many libraries do, we have multiple forms for patrons to request items.  We generally have a purchase request form and an interlibrary loan form that are used.  Many interlibrary loan requests become purchase requests after we review them and some purchase requests are too specific or esoteric and we decide to ILL the item rather than buy it.

The staff here kept an MS Access database of all requests with patron name, title, and a few other pieces of information.  I discontinued this practice because it was literally adding hours to both the acquisitions and ILL process for the sole purpose of being there "in case" someone asked.  BUT we still get 2 or 3 patrons per week who are calling or e-mailing to check on their request, and since their original request may have been altered by our staff, we kind of hit a brick wall on the follow through with patrons.

With ILL, we can search on WorldCat by name and see the status of their request.  But if we took an ILL request and made it into a purchase request, then there is no record there to find.  And, to put the cherry on top, many requests go unfilled or are unavailable for purchase.

What do other libraries do to close the communication loop and let patrons know the status of their requests?  I think I am hoping for an easy way to do something that will always be messy.  But it's also terrible customer service to leave people hanging.  The circ staff bear the brunt of this, even though they have nothing to do with the process after the forms are turned in.

Any advice?

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Michelle R. Mears, MSLIS, PhD
Library Director
Public Library of Enid & Garfield County
120 W. Maine Ave.
Enid, OK 73701-5606
580.234.6313 Phone
580.249.9280 Fax
620.506.8576 Mobile
http://www.enid.org/library/