Improving Customer Service and Inter- Communication with One ILLiad Click! Micquel Little Kate Ross St. John Fisher College

Why we are here: ILLiad brought us together.

Before: Write down each department you communicate with on a daily basis, due to ILL processes. Write down notes related to s you type out over and over. Write down any wishes you've had related to communication (i.e. I wish we could try Purchase on Demand). During: Keep track of all the ideas you'd like to add to your wish list. We aim to provide ideas and inspiration for you to take away and immediately apply to your own library services. Today's Goal: Before and After

Hands on Exercise Take a moment to write down some thoughts about your current situation in each listed area.

Re-packaging of Functions

Workflow that works

ILLiad Request Queue/Status of Request List of s available to send Add-ons!

Routing Rules - What does that mean?

WorldCat Local Search RCL Textbooks Google Books Collection Management Add-Ons

Amazon GOBI GIST Acquisitions Add-Ons

Student purchase criteria

Faculty purchase criteria

For materials your library already owns, notify patron and Circulation to put the book on Hold at the same time. Circulation - Hold

Let patrons know you already have access to the title they're interested in...digitially! Patron - ebooks!

While making Collection Development decisions, ask for feedback, or alert patrons to resources already owned. Collection Development - Feedback

Notify your patron and ordering staff of a pending purchase in one step! Collection Development - Buy It!

Return on Investment

ILL Approach to the Process

Best Practices

Best Practices: Addons In evaluating if we own access to an article or book, we use these Addons: Worldcat Local Serials Solutions Wiley

In evaluating if we can access an article or book freely on the web, we use these Addons: Google Scholar/ Google (Google Combined) (Internet Archive Search) Best Practices: Addons

In evaluating if we can borrow an article or book, we use these Addons: Get it Now Search NLM Web Form

How? s and Routing Rules Notes Custom Queues Communicating within ILLiad: How does it work? With who? Inter-department Communication Multi-department Communication Beyond library Beyond campus

Quickly let the Serials department know you've found a holdings error. Serials - One Quick Click

Add-on + = Token success! Manage mediated database subscriptions through ILLiad. Interlibrary Loan - Serials

Send an invoice to a Borrowing library or Circulation within ILLiad. Interlibrary Loan - Billing

Communicate with patrons and libraries when requests are taking longer than normal or have an issue. Interlibrary Loan - Follow up

Make each ILL processing issue a teachable moment! Interlibrary Loan - Training

Others Recall notices Renewal notifications o Accepted o Denied

Patrons can see a history of all s sent out, regardless of if they were the recipient. You can hide these "Notifications" on the web interface. More info from Atlas and IDS Before you begin:

More info from Atlas and IDS: and s Templates Open your folder where your ILLiad files are stored. Open an similar to the one you'd like to create (For example, an that pulls in loan information, if your new will need to pull in loan information). Open a new Notepad Copy and paste the existing into the New Notepad. Save as "New title." Edit!

More info from Atlas and IDS: and Custom Queues Login to the Customization Manager Open: System + Custom Queues + CustomQueuestable Choose a record similar to the one you'd like to create. Click Copy Record Edit and Save!

More info from Atlas and IDS: and Custom Queue = Routing Rule! Login to the Customization Manager System o  Routing Choose a record similar to the one you'd like to create Click Copy Record Edit your new Custom Queue Edit your new template Save!

More info from Atlas and IDS: and Addons Go to Atlas Systems Directory: s- sys.com/display/ILLiad Addons/Addons+Direct ory Select the Addon you'd like to use Download the.zip file into your ILLiad/Addons folder (unzip files) Within ILLiad go to System tab, then Manage Addons Find your new Addon and configure with appropriate settings. Close and Reopen ILLiad!

Feedback

After: Take a few minutes to write down any last minute ideas. Share! What are some ideas you have to take back to your library? We're interested in ideas and inspiration from you! Today's Goal: Before and After

Thank you! Questions?