University of Denver Penrose Library  Undergraduate Students: 4,890  Graduate and professional students: 5,768 OUR VISION: THE UNIVERSITY OF DENVER WILL BE A GREAT PRIVATE UNIVERSITY DEDICATED TO THE PUBLIC GOOD.  Over 2 million Print Volumes  Over 1 million links to electronic resources  Over 400 Database subscriptions

A Library Renovation Project was announced in March,  More study SPACES  More TECHNOLOGY  SUSTAINABILITY minded  A large café with patio seating

The Building Project Plan A 5 year planAn 18 month plan  Renovate one part of the library at a time  The process would take up to 5 years (that is a disruption in service two classes).  Move everyone  Move everything  Have an inconvenience for only a year and a half.

The BUILDING PROJECT(s)

The Collections

The Hampden Center 7.5 miles from the DU campus

A change in plans: “Yes, a change in the floor plan accommodated only about 20% of the collection.”

Spaces Physical Moves  Collections – Hampden Center  Reserves and ILL/DD processing overflow dining room.  Circulation Services moved to the Driscoll.  Digital Production Services moved to Hampden Center.  The Circulation Supervisor, Access Services Librarian, moved to Aspen Hall.

Planning for 100% Document Delivery: Workflow and Staffing Instruction and PR

Workflows: ACCESS SERVICES at DU before our move  Interlibrary Loan/Document Delivery  Lending 31,755  Borrowing 18,967  Circulation -157,695  Gate Count – 406,681  Reserves  Print Reserves -154 courses/1,259 items  E-Reserves courses/5,391 documents  Digital Production Services  Total Scanning – 11,018 jobs  Stacks Maintenance  Shelving : 197,728  Pulling: 32,080  Searching (Claims Returned/ Missing/Lost)1,709  Hours  24X5

Workflows: ACCESS SERVICES Mission  Serve as first point of contact for information and welcome.  Promote a safe and pleasant environment conducive to study and research. Access Services Desk Staff Processing from ILL/DD, Reserves, Circulation Services Materials from HC, DPS, and Lending Libraries Access Services Patron Assistance

Our GOAL:Speedy Delivery 24x5 Software OPTIONS explored  Library Catalog vs. ILLiad REQUEST FULFILLED ITEM PULLED REQUEST MADE

Next steps:Needs analysis  Required two-hour turn around time  Unmediated requesting by visitors  Requesting multiple volumes  Requesting articles scanned  Requesting book chapters  Request Purchase  Verifying Copyright  Transparency of Estimated Delivery date

Use Illiad/III for requesting? (where to put the button) III Illiad Request It Button Mediated Visitor requesting o Requesting multiple volumes (could add notes field) Requesting articles scanned o Requesting book chapters Request Purchase o Request need by date/time (as opposed to not needed by date) o Transparency of Estimated Delivery date  Cannot put request button in ENCORE ILLiad Form Unmediated Visitor requesting o Requesting multiple volumes (could add notes field) Requesting articles scanned Requesting book chapters Request Purchase ? Request need by date/time (as opposed to not needed by date) ? Transparency of Estimated Delivery date (can be done by number of days)  Cannot put in ENCORE  Bonus: direct delivery through BSCANN ILL (now up and running saving valuable time for the user)

Request Item is for print volumes. Dartmouth (DarthDoc) (It includes what is traditionally known as “interlibrary loan”. No scraping – requests done outside the catalog on separate ILL form)

Similar for Boulder…

University of Wyoming. RequestIt uses ILLiad for articles and books. No use of ENCORE – search Summon and link to Classic record.

University of Arizona uses WorldCat Local – BUT… puts both types of requesting in the webpage for the record. University of Arizona (Express Delivery)

Request Selection (ILLiad link) Request Volume We could do both and use language like “Request Volume” and Request Selection” for example…

Our GOAL: Speedy Delivery around the clock PHYSICAL ITEMS:  A book is requested from the Classic Catalog using “RequestIt”  The Request goes to the print hold slip queue  Stacks Maintenance prints the hold slips and pulls the material  Materials pulled go the Circ Desk  Circ Staff Activates the hold and  Circ Staff sends pickup notices  DD staff also  check the View Holds queue for items not available (currently checked out/missing/etc.)  Redirects these requests to Prospector or traditional ILL REQUEST FULFILLED ITEM PULLED REQUEST MADE

Our GOAL: Speedy Delivery 24x5 ARTICLES  A request is made  ILL/Document Delivery Staff verifies the citation and holdings.  If we own the material in print DD staff moves the request to the DD queue (in stacks searching)  Stacks Staff prints DD pull slips  Pulls the materials  DPS Scans the Item and delivers requests. REQUEST FULFILLED ITEM PULLED REQUEST MADE ITEM SCANNE D

NEW WORKFLOWS REVISING WORKFLOWS results in discovering better ways to serve patrons  Special Collections Paging  Mediating requests for Special Borrowers  Mediating requests for internal departments  Changing Circulation Loan Rules (i.e. journals had only circulated to faculty)  Increased Reserves (UP 35%)  Speedy Turn-around time (2 HOURS DURING PEAK TIMES)  Purchase On Demand  The Chris Brown queue (for internet items)

Challenges when having no browsing collection:  No Browsing  DVDs circulation dropped 80%  Ready reference collections were reduced due to space in the Ballroom.  Only bound journals had been itemed and cataloged.

Opportunities when having no browsing collection:  DVDs display (DVD circulation dropped 80%)  New Book Covers on display in available  New E-collections (Credo Reference), Summon.  Virtual Browse  Iteming all journal issues  Iteming all microforms  Book Scanner

Instruction and PR InstructionPR  Change “Interlibrary Loan” to “Document Delivery”  Make directions clear and simple  “Request It”  Promotion of delivery schedule instead of expected turnaround time.(every odd hour)  Promotion of the Prius

Additional staff For CampusFor Hampden Center  1.5 FTE to support Document Delivery and Circulation early mornings, Late Nights, and Weekends.  3 FTE staff to support of pulling, driving, and scanning of all materials off-site.

Our Book Scanner

Virtual Browse:

Analysis of Services after one quarter Fall 2010Fall 2011 Circulation47,55940,997 Gate Count150,02670,849 Items on Reserves2,3484,231

Review current patron behavior