ReCAP Topics: Access and Request Columbia University Libraries 10/27/2009 Zack Lane ReCAP Coordinator

Multiple Topics EDD Citation Requirements Daily Request Reports Notification of Request High Volume Requests High Use Titles Printing UNI access to Request Form Message Display Changes Changes to Improve Outreach/Instruction

Topic 1: EDD Citation Requirements In response to ReCAP staff, CUL added pagination requirement to Request Form (Sept. 2009) Patron must enter content into Start and End Page fields Pop-up informs patron of requirement Current: Change to: AskUS

Is there a problem?

Monthly EDD Volume

Top 5 Departments

(Old) FY09 Analysis Survey of failed EDD requests conducted July-December 2008: 40.5 failures per month (243 total) 52.26% fail due to citation errors 40.74% fail due to the condition 6.99% fail because of copyright restrictions

(New) FY09-FY10 Analysis Survey of failed EDD requests conducted April-September 2009: 82.2 failures per month (493 total) 68.4% fail due to citation errors 21.3% fail due to the condition 7.7% fail because of copyright restrictions

Failed EDD Requests FY09 Incorrect citation ReCAP staff double check incorrect citations. If the correct article or volume is not found, CUL staff is alerted. CUL staff route the failed request to department libraries for follow up.

Discussion Should Volume/Issue info be required? –Problematic for monographs and other non- serials Should all fields be required? Allow null character, e.g. 0 for pagination Staff contact?

Topic 2: Request Notification Staff and patrons desire confirmation that request has been submitted Based upon ReCAP service proven reliability Notification may take two different forms: – notification upon request submission –Daily request report, organized by department

Notification After hitting “Submit”, notice that request was submitted No further notice until notification after delivery (1-2 days) If patron navigates backward after submission, unavailability notice displays Request may still fail – sent to staff alias and resolved

Notification Record keeping Confirm title/author and pick up location Staff contact info? Include information about circulation? Opportunity to suggest request limit; suggest limit of [x] items per day?

Daily Request Reports Requested by RBML Tracking daily requests RBML staff currently maintain complex “check-in” database Desire to 1) confirm request, 2) confirm timing and 3) confirm delivery Report: End of day list of all barcodes delivering to fixed location

Topic 3: Printing UNI Request Privileges Currently any active UNI may place ReCAP requests via CLIO Printing UNIs have request privilege Restrict request privilege to same user group as Borrow Direct/ILL Increased volume of mediated requests? What is BD/ILL policy for visitors? Should off-site collections have same policy?

Printing UNI log-in

Topic 4: Message Display Changes Textual changes may result from system adjustments –EDD citation requirement pop-up –Unavailability notice – notification More information on Request Form page?

Messages

Topic 5: High Volume Requests Three variables: user, volume and time period High Volume (HV) request is a large number of requests placed in a given time period by a single user Volume determined by staff = 10, 15, 20 or more Timeframe: moment or day. Defining “day” can be tricky: 12am-12am, 5am-5am or 2:30pm- 2:30pm User defined by UNI

Is there a problem?

Problems ReCAP struggling with reduced staff and increasing workload CUL staff have difficulty processing and staging HV requests CUL’s overall retrieval rate is increasing; it is largest among consortium partners New ReCAP billing model assigns cost to action

Limitation Limit number of volumes of single title that may be requested at once Prevent unnecessary retrieval of entire runs Provide contact info and staff support to patrons needing higher volume Large-scale retrieval controlled by department staff

What we are not limiting Total number of retrievals a patron may request per day Total number of EDDs patron may request per day Total number of volumes of title a patron may request per day* Staff capacity to request material for processing

Motivation Action demanded from top-level Discussed at previous ReCAP board meeting Jim Neal asked that action be taken Currently being decided at AUL level

Raw Data HV >10HV > 15HV > 20 Requests FY09 Requests Quantity FY09 Quantity Average FY09 Average Savings FY09 Savings % Savings3.68%3.24%2.72% % FY09 Savings4.20%3.70%3.00% Total Requests FY09 Total Requests66338

Frequency? 460 UNIs 978 HV requests (>10) 2.13 HV requests/UNI Problem is spread out among many users, not few offenders UNITotal ka203251Staff ep213244Staff arb529Staff mh1424Staff tcc4617Staff sn216015Staff harnick13Staff rz713Staff ml105312Staff dc237011Patron? ss206511Patron? mgh21039Patron? qy21039Patron? cks21189Staff ctp19Staff ya21798Patron? jc32238Staff av21947Staff hs21487Staff

Possible Actions Impose limit on request page Prohibit backward navigation Ask patrons to limit request volume –Request page –Request notification Encourage contact with circ desk of owning/delivering library

Topic 6: High Use Titles Current state of discussion Dialog to develop policy or procedure to address high-use materials in off-site collections Examine specific examples in East Asian library to assist general discussion: –1) Reduce physical traffic of library collections –2) Improve access/instruction.

High Use Titles Variables: Title, barcode, timeframe and request volume No systematic action has been taken No policy in place to govern de-accession (only informal practice)

Overall Retrieval Rate

Bonus Topic 8: Time of Use Analysis of request data to determine timing Questions: –Which days have highest/lowest request volume? –What time of day is highest/lowest volume?

Weekdays

Time of Day

1-2 Day Delivery 35.7% of requests are filled in 1 business day 64.3% of requests are filled in 2 business days [Would 3 days be OK?] TotalFraction ALL (Mon-Sun) :00am-2:45pm (Mon-Fri) % 6:00am-5:00pm (Mon-Fri) % 6:00am-6:00pm (Mon-Fri) % 2:45-3:45pm (Mon-Fri) % 2:45-5:00pm (Mon-Fri) % 9:00am-9:00pm (Mon-Fri) % 9:00am-9:00pm (Mon-Sun) %