docMD: (DOCument Mediated Delivery) Eric H. Schnell (schnell.9@osu.edu) Associate Professor Head, Information Technology Prior Health Sciences Library The Ohio State University docMD is funded through support by the National Network of Libraries of Medicine, Greater Midwest Region. Ohio State University project number 743202

docMD Goal “ To establish an electronic document delivery service for hospital libraries that are unable to support such a service themselves due to limited human, financial, or technical resources “

docMD Objectives Establish a mediated direct-to-customer document delivery service for hospital libraries Identify the costs involved in providing such a service Develop a model for use by other resource libraries in other regions of the country

Why docMD? IDD Reduces telecom costs IDD Reduces turnaround time (Landes ’97) IDD Reduces turnaround time 1986: 13.76 days (Budd) 1999: reduced to 2.52 (Sellen) Web delivery reduces supply costs (Weible ’02)

Barriers to Hospital Library IDD Implementation Firewalls (McKnight 2001) communication ports network authority Workflow / staffing (Jackson 1993) Access to technical staff Fiscal resources

How docMD Jumps these Barriers Firewalls a common communication port is used (80) Workflow / staffing DOCLINE processing remains the same Less physical processing of documents Access to technical staff Essential technical staff at mediation center Little technical site support needed Fiscal resources GMR supported

Scans/Sends though IDD Scans/Sends though IDD docMD Delivery Model Customer Email with docID# Email Alert Local Library DOCLINE Lending “A” Lending “B” Scans/Sends though IDD Scans/Sends though IDD docMD Web Server

Survey Tools Project Librarian Survey Technical Survey (Lib / Cust) Attitudes Survey (Cust) Turnaround Time Study

docMD Statistics (as of Sept 2, ‘04) 406 registered customers 3111 documents processed ~15% have gone unviewed >40% sent to the librarian <1% required reposting <1% alternative distribution <1% posting failures

docMD Statistics Average document processing time: 1 minute Average number of documents requiring follow up: 1 per week Percentage of documents arriving upside down: 20% -> 1% Number of customers contacting docMD central regarding difficulty in downloading a document: 1

Turnaround Time Pre – docMD: 6.53 days (max 19 days) Post – docMD: 3.11 days (max 9)

Feedback “Our docs are always so delighted when personalized mail arrives for them.” one has a “raft of administrators tooling past his office wanting to know how his articles were retrieved electronically. They believe that he magically pulled them up all by himself. “ “another test subject… has been running around Nursing telling people…”

Issues: Geography: Project leaders / librarian face-to-face contact difficult Geography II: Difficult if not impossible to organize group training Geography III: Email helps. Phone is more effective but more time consuming

Issues: How docMD is implemented at a site is dependent on the hospital librarian Level of participation is dependent on the marketing performed by the hospital librarians Too much hand-holding or separation anxiety?

Issues: Funding Pay-to-Play (1) Pay-to-Play (2) Subsidized (1) Each hospital pays a fee based on scale determined by the number of documents they normally process through DOCLINE in relation to other participants in a tiered fee schedule. Pay-to-Play (2) Each hospital pays a per-document fee based on the actual number of documents they process using docMD and is billed on a quarterly or annual or per-document basis. Subsidized (1) Each NNLM region establishes funding opportunities for resource libraries to support a docMD service for their resource area. Resource libraries apply for the available awards. Subsidized (2) Each NNLM region provides a funded mandate to each resource library to establish a docMD service in their area. Benevolent Any library can provide the service but supports it using their individual operating funds and can pursue reimbursement from the participants.

Expanding the Concept: OhioDOC Establish a direct-to-customer electronic document delivery service for all OhioLINK libraries. Establish a system for centralized electronic document delivery distribution Establish electronic document delivery services in libraries without them Create workflow efficiencies

Current Direct to Customer Processing Model EDD Local Library OCLC / DOCLINE Ohio Lending “A” Ohio Lending “B” Scans/Sends though IDD Scans/Sends though IDD Web Server

Scans/Sends though EDD Scans/Sends though EDD OhioDOC Model Customer Local Library OCLC / Docline Ohio Lending “A” Ohio Lending “B” Scans/Sends though EDD Scans/Sends though EDD OhioDOC

OhioDoc Model Expanded Customer Local Library EDD OCLC / Docline Ohio Lending “A” Ohio Lending “B” Ohio Lending “C” Ohio Lending “D” Ohio Lending “E” Web Server

Current Direct to Customer Processing Model Ohio “A” Ohio “B” Ohio “C” Process Web

OhioDOC Processing Model Ohio “A” Ohio “B” Ohio “C” Process Web Web

OhioDOC Expectations Lending libraries still scan and process documents intended for OhioLINK libraries Borrowing libraries would no longer receive and process documents coming from OhioLINK lending libraries

Thanks! E-mail: schnell.9@osu.edu Project: docmd.med.ohio-state.edu