Improving Customer Service and Inter-Communication with One ILLiad Click!

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

2. Why we are here: ILLiad brought us together.

3. Today's Goal: Before and After Before: • Write down each department you communicate with on a daily basis, due to ILL processes. • Write down notes related to emails 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.

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

5. Re-packaging of Functions

6. Workflow that works

7. ILLiad Request List of Emails available to send Add-ons! Queue/Status of Request

8. Routing Rules - What does that mean?

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

10. Acquisitions Add-Ons • Amazon • GOBI • GIST

11. Student purchase criteria

12. Faculty purchase criteria

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

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

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

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

17. Return on Investment

18. ILL Approach to the Process

19. ILL Approach to the Process

20. Best Practices

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

22. Best Practices: Addons 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)

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

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

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

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

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

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

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

30. Others • Recall notices • Renewal notifications • Accepted • Denied

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

32. Emails Templates More info from Atlas and IDS:https://prometheus.atlas-sys.com andhttp://idsproject.org • Open your Email folder where your ILLiad files are stored. • Open an email similar to the one you'd like to create (For example, an email that pulls in loan information, if your new email will need to pull in loan information). • Open a new Notepad • Copy and paste the existing email into the New Notepad. • Save as "New Email title." • Edit!

33. Custom Queues More info from Atlas and IDS:https://prometheus.atlas-sys.com andhttp://idsproject.org • 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!

34. Email + Custom Queue = Routing Rule! More info from Atlas and IDS:https://prometheus.atlas-sys.com andhttp://idsproject.org • Choose a record similar to the one you'd like to create • Click Copy Record • Edit your new Custom Queue • Edit your new email template • Save! • System • Email • EmailRouting • Login to the Customization Manager

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

36. Feedback

37. Feedback

38. Feedback

39. We're interested in ideas and inspiration from you! Today's Goal: Before and After 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?

40. Thank you! Questions?