Presenting a Unified Interface to Patrons from Disparate Systems

1. Presenting a Unified Interface to Patrons from Disparate Systems Barbara Coopey Penn State University SNRG 2008

2. Background: Penn State • 22 Campuses located throughout the state, plus World Campus (excluding Penn College and Penn State College of Medicine – Hershey) • University Park – largest with half student population • University Park has Pattee and Paterno Libraries complex plus 5 branch libraries • 27 pickup locations (excluding World) • Libraries offers same service to patron regardless of campus location • 2 resource sharing platforms – Unicorn and ILLiad

4. Challenge • Separate systems for circulation, interlibrary loan, consortial borrrowing • Each system’s management is located in different library units • Varying policies and practices developed over time in separate units and systems • Patron confusion and frustration

5. Resource Sharing - Books • CAT – “I Want It” • Request books from other library locations: campus, branch, remote storage • EZBorrow – Palci Consortium • Request books from 68 PA, NJ, WV libraries • ILLiad –resource sharing request management software developed by Atlas Systems, Inc. • Interlibrary loan books and articles • Intra-campus and remote storage requesting for articles, non-circulating material • Articles from local campus (faculty, staff)

6. Resource Sharing - Books • E-ZBorrow system integrates with Sirsi Unicorn • When PSU patron requests a book via E-ZBorrow and book arrives: • Staff ‘receive’ the book in E-Zborrow and assign it a PSU barcode number • Workflows automatically creates a brief title record for the item and places a hold on it for the patron • Staff place barcode and patron’s name on bookband

7. Resource Sharing - Books • Staff discharge book using the barcode on bookband creating an ‘available hold’ • Patron receives Unicorn generated email that says book is available for pickup • When patron picks up book, it is listed on his/her “My Library Account” just as books from Penn State Libraries

8. Resource Sharing - Books • ILLiad is a separate system and does not integrate with Unicorn • Patrons create profile / pickup location • Request books directly on ILLiad • Use the ILL link from WorldCat (popular choice) where the book information is populated onto ILLiad request form • Books checked out are on patron’s ILLiad account • Patron needs to look in both ILLiad and CAT to see which books he/she has checked out

9. Resource Sharing – Books • Even though a patron requests a book on ILLiad, ILL staff may decide to request that book via E-ZBorrow or from another Penn State location • Why? longer loan period; patrons can renew PALCI books for 4 weeks; faster to receive; we want to increase our E-ZBorrow borrowing activity

10. Pickup locations • Patrons pickup books from “I Want It”, E-ZBorrow, ILLiad at their local circulation desk • Different colored bookbands identify E-Zborrow and ILLiad books • Pickup shelves sorted by patron’s name – all books together for patron

11. Different Systems/Different Library Units • From beginning E-ZBorrow processing was placed in Lending Services Unit of Access Services • ILLiad and Access PA processing done in Interlibrary Loan Unit of Access Services • Campus and branch libraries process Unicorn and E-Zborrow books and hand out ILLiad books • New responsibility 2005 – oversee all resource sharing activity – opportunity to examine processes in the two platforms

12. Different Systems/Different Library Units • One library may supply a book via interlibrary loan and also a book via E-Zborrow • Mixed messages to patron: • Lost E-Zborrow book- patron would get a bill on Unicorn for (est. price of book + proc. fee) • Lost ILL book-patron would get a bill from Bus. Office for $100 + proc fee – both books from same library • Timing of notices, overdues, bills were different depending upon which system supplied • Even more confusing when ILL staff ordered via E-Zborrow for the patron

13. Unified Interface • Even though the patron is presented with several requesting options, the goal is to simplify patron’s experience – seamless, consistent • Examined systems for consistent language, notices, overdue procedures, bills, policies • Created Working Group to develop consistent billing procedures, policies and charges across the units and platforms

14. General Consistency • Language: the pickup locations in E-ZBorrow and ILLiad are worded similar to what the patron chooses on the Libraries’ CAT for books • System generated emails similar and direct patron to their chosen pickup location • Policies – who is eligible to borrow • Link to other system

15. Working Group working document

16. Working Group working document

17. Working Group Changes • No matter what system, patron’s notifications would be similar and follow similar time frame • Consitent number of overdue notices, wording in the overdue notices, “intent to bill” notice; lost processing fee • Developed policies for billing patron, what to do if patron wants to replace book, refunds

18. Working Group Changes • Place bills on Workflows for overdue ILL books • Charge $100 plus $25 for lost E-Zborrow, ILLiad, Access PA books • Add Brief Title in Workflows with request # • Check item out to patron • Mark item lost and add amount • Block patron on ILLiad • Fee added on WF automatically blocks patron on Sirsi Unicorn

19. Working Group Changes • All fees for any overdue, lost books would now be on the patron’s “My Library Account” • Billing would follow practices in place for Penn State books • Students – bill not paid moves to Bursar account • Faculty/Staff – bill not paid moves to wage garnishment • Student - bill not paid and he/she graduates (become PA residents) goes to collection agency

22. Working Group Changes • Created training document of how to add bill to WF; how to credit patron’s account for lost ILL material • From the Group’s working document we created a policies document • Discussed different scenarios and developed consistent methods to handle issues

23. Billing Policies - Borrowing

24. Billing Policies - Borrowing

25. Lending • Working Group also examined consistent practices for lending Penn State books • Overdue notices, billing timing and procedure, replacement copies • Charge $100 replacement fee (no processing fee) • Discussed what to do if system says “returned” and we did not received book; if “shipped” and borrowing library never received

26. Working document - Lending

27. Billing Policies - Lending

28. Billing Policies - Lending

29. Conclusion • Created a more consistent, unified experience for our patrons • All bills on Unicorn, email notices similar wording and more regular timing for billing/blocking • Better response from patrons on returning books (“intent to bill” email with $100 + $25 at 30 days past due date)

30. Conclusion • Overdue/Billing process streamlined/less staff time involved • Reduction in number of unreturned books and bills • Uniform practices for staff in the different units to handle refunds, replacement copies, “claims returned”

31. Thanks. Questions? Barbara Coopeybmc4@psu.edu