research services forum on access services 2014
TRANSCRIPT
Resource Sharing & Access ServicesResearch Services ForumFebruary 26, 2014Tim Hackman, Head of Resource Sharing & Access ServicesHilary Thompson, Access Services Librarian
Resource Sharing & Access Services
VISION
Resource Sharing and Access Services will model excellence in customer service and collection stewardship to support the University Libraries’ mission of enabling intellectual inquiry and learning. MISSION Resource Sharing and Access Services provides timely, seamless services that support our users in the creation and dissemination of knowledge. We work to continually improve the integration of our services and the experience for our users.
Resource Sharing & Access Services - Values
Cooperation We work together well, ask for help when needed, and provide help to each other happily. We collaborate with colleagues internally (within Resource Sharing & Access Services) and externally (across the Libraries, campus, and our consortia.)
User Satisfaction We look for creative ways to “say yes” to our users, and provide information and services that meet and anticipate their needs.
Public Service We serve our users, whether student, faculty, staff, or community member, to support the research and teaching goals of the University.
Quality Work We perform our work with accuracy, precision, and a minimum of errors. We take care to always give correct information to our users.
Creativity We look for innovative ways to solve problems, enhance existing services, and create new services.
Knowledge We know the policies and procedures of our own areas and, to as great an extent as possible, of Resource Sharing & Access Services and of the Libraries as a whole to help fulfill our goals and satisfy user needs.
Respect We interact with all colleagues and users with courtesy and appreciation for our diverse talents and viewpoints.
Resource Sharing & Access Services - Strategic Goals
1. Facilitate access to the print and online collections of the UMD Libraries and of our resource sharing partners, while continually working to improve the quality and efficiency of our processes and procedures.
2. Enhance the user experience by providing a safe and pleasant library environment and friendly, intuitive services that fit with our on- and off-campus users’ research habits.
Strategic Plan: http://libi.lib.umd.edu/groups/access-services
Resource Sharing & Access Services – Strategic Goals
3. Foster an atmosphere of staff learning, engagement, and ownership to create a workplace environment that provides superior service for our users and opportunities for growth and development for our staff.
4. Communicate effectively with our colleagues and with our users. Evaluate the impact of our services and the satisfaction of our users and apply what we learn to improve services and communication.
Strategic Plan: http://libi.lib.umd.edu/groups/access-services
Resource Sharing & Access Services – New Staff• James Spring, LT 2, ILL• Margaret Jeffers, LT 2, ILL• James (JD) Weber, LT 1, ILL• Arthur Natishan, C2, ILL• Margaret Loebe, Coordinator, Stacks• Lee-Jong Teo, C1, Stacks• Shannon Johnson, LT1, Late Night• Adnan Qureshi, Coordinator, Late Night (promoted)• Hilary Thompson, Access Services Librarian (moved to
permanent status track from post-master’s position)• Jamie Edwards, Coordinator, Assessment & Planning (new
half-time appointment)
Resource Sharing & Access Services – New Services• Book paging – expanded to undergraduates, affiliates, community
borrowers• Faculty Department Delivery• Self-service holds• Offsite shelving – everything now circulates• Equipment loan – transferred to TLC• Late Night – TLC desk now open for equipment loan and group study
rooms; pulling for holds and ILL; now open to USMAI users (with ID)• Merged desk trial – currently Saturdays only; subgroup studying
arrangements for 2015• CIC membership – changes to resource sharing agreements; reciprocal
borrowing privileges for CIC visitors (and for UMD at CIC libraries)• UBorrow
February & March 2014
@ UMD
A tool that allows you to:
A. Search the catalogs of 16 research libraries CIC member libraries (Big 10 & University of Chicago)
Center for Research Libraries (CRL)
B. Request items quickly and easily
What is ?
• Anything that displays as requestable!• Print books and musical scores in particular• Some bound periodicals, audiobooks, sound recordings, and media
What can I request with
?
1. Get items faster. Usually arrives within a week. Could arrive within 3 days.
2. Keep items longer. 3 month loan period, plus guaranteed 1 month renewal.
3. Uninterrupted use.UBorrow items are rarely recalled.Avoid recalling items from others.
Why use ?
How does work?
http://ter.ps/uborrow
• Search for Title or ISBN
• Z39.50 runs…. Let it spin!
• Interface directs user to the best fulfillment option available.
1. Availably Locally Patron placed hold 2. Requestable copy UBorrow3. No requestable copy Interlibrary loan
• Specify volume(s) needed if a multi-volume set
How does work?
It’s a smarter, faster version of ILL.
• Unmediated requesting. No staff process these requests. • Requests will only be sent to libraries with an available, circulating copy.
*More than 90% of UBorrow requests are filled by the first library.
Why we <3
1. If User loves print books / hates eBooksDesigned for print books. It does these best.No barriers to requesting print versions if we own eBook.
When to use
?
2. If User needs a book or item urgentlyUsually within 1 week—no guarantees, but it’s the most certain method we have.
3. If User needs material for extended periods Faculty member writing a monographDoctoral candidate working on his/her dissertation
When to use
4. If USMAI doesn’t own a book but CIC does
When to use
5. If USMAI copy is missing or not on shelfChange IPS to RM in Aleph, then send user to UBorrow.
6. If USMAI copy is checked outEnd the recall wars—UBorrow instead!
7. If User’s book is recalled2 weeks loan period and can’t renew?Use UBorrow now—copy should arrive by/before due date.
When to use
1. If User needs an article or book chapterIt’s UBorrow—not UDownload. Unmediated fulfillment service—the book will come instead!
2. If User prefers eBooksLicensing issues with sharing eBooks via ILL. Discovery & linking issues for UMD eBooks (like classic catalog).
3. If User cannot come to campus to pick up bookDistance education students Remote researchers—I’m on sabbatical in Europe this semester
When not to use
3. If Professor needs an item for Course ReservesBooks from other libraries cannot be put on physical reserves. If article or chapter is needed, ILL copy request is quicker.
4. If User doesn’t have ILL privilegesUMD faculty, staff, students, & research affiliates only.Not available for UMUC, USMAI, Community Borrowers, etc.
When not to use
UMC collections vs CIC
Source/Date: OCLC Worldshare Analytics, as of December 2013
Materials included in this comparison are books and serial publications
Subject division TOTAL Held by 8+ CIC % unique to UMC 8+CIC Not held by UMC
Law 379,506 13,445 1% 4% 92%
Agriculture 281,944 10,730 1% 4% 90%
Health facilities, Nursing & History 34,979 2,326 0% 7% 88%
Medicine & Body System 34,871 2,612 0% 7% 88%
Philosophy & Religion 882,015 53,067 2% 6% 87%
Anthropology 105,563 7,507 1% 7% 87%
may be especially useful for…
• How do I track my UBorrow requests? UBorrow requests are technically still ILL requests; as such, they are managed through the ILL Services Account.
• Does UBorrow work through WCUMD?We’re investigating an API to integrate UBorrow with other tools. But for right now, you lose the benefits of UBorrow if you don’t submit the request through the UBorrow interface.
• Can you do call number browsing or searching with UBorrow? Browsing—yes! Searching sometimes works, but not as well—we recommend using the ISBN or title in quotes instead.
FAQs about
• Email announcements• Libraries’ homepage• Bookmarks & signage when users pick up materials• Library Link newsletter• Social media
Part of job enrichment with Communications• Other ideas???
Consider who could use UBorrow & how do we reach them
Promoting
Questions about later?
• Visit http://www.lib.umd.edu/access/uborrowTutorial on using UBorrow and Q&As coming soon!
• Details on Libi: http://libi.lib.umd.edu/news-folder/uborrow-running
• Talk to Tim, Hilary, or ILL staff ([email protected] ) We’re happy to answer questions.We would love feedback from library staff & users!
Resource Sharing & Access Services
What’s Next?• Continuing to work with PSD, TSD, DSS colleagues• First floor renovations and merged desk• Billing & fines task force• Expanding department delivery (graduate students)• Expanding document delivery (staff)• ILL pick-up and return at branches• UBorrow training and promotion• Assessment & continuous improvement• Communication!