2. Rutgers University Libraries Rutgers Delivery Services (RDS) Functional Group October 5, 2005

3. Today’s Topics & Presenters Nita Mukherjee – An Overview Krista Dandurand – Holds, Requests, Web Document Delivery Chiaki Yamada – PALCI, Inter Library Loans Kristen Ko – My Account, Media Booking Darryl Voorhees – Deposit Accounts

4. Today’s Goals To discuss users’ most frequently- asked- questions related to RDS, ILL, PALCI. To build a foundation for offering the best customer service related to RDS. To summarize key RDS tasks for staff.

5. What is RDS? Provides delivery of Rutgers resources that are not at the user’s local campus library. Ensures that users have access to library materials throughout the Rutgers community.

6. Known Facts Users are increasingly demanding remote delivery services. Delivery of material service is becoming universally recognized. Designed to serve both off-campus and on-campus library users.

7. RDS: User-Friendly From user’s perspective, RDS is: Simple Fast Convenient Interactive Easy to use

8. RDS: Beginning to End RDS services are both visible and invisible: Visible: user catalog searching, placing requests, holds and interactions at service desks. Invisible: behind-the-scenes operation by departmental staff.

9. Digital Library Initiatives On line request forms. User initiated holds and requests in IRIS and PALCI virtual catalogs. Media Bookings. My Account features.

10. Systems Reports Systems generates reports to track holds or requests. Reports are used for locating items by staff. Reports are also essential for tracking various problems. Sends electronic notices to users.

11. The A-Team Analyzes and views all new requests. Forwards them to service libraries. Updates status of requests and replies to user as necessary. Verifies gaps in collection.

12. Interlibrary Loans: Borrowing and Lending BORROWING resources available to the Rutgers community beyond those at the University. ILL services also provided for LENDING items to institutions outside Rutgers.

13. Lending Staff Retrieves materials Processes holds and requests Ensures delivery and packing Tracks materials Scans articles

14. Document Posting Staff Posts articles for web delivery. Scans articles. Creates and maintains deposit accounts.

15. Shipping Staff Delivery and transport of all library materials. Rain or shine – throughout the year.

16. Receiving Staff Prepares items for users to pick up. Checks out items at circulation desks. Clears items from user records when returned.

17. Our Goal Provide users with efficient, high quality services. Share resources to meet the diverse research needs of our users. Establish and maintain inter-library communication and collaboration.