improving customer service and inter-communication with one illiad click!
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Improving Customer Service and Inter-Communication with One ILLiad Click!. Micquel Little Kate Ross St. John Fisher College. Why we are here: ILLiad brought us together. Today's Goal: Before and After. Before: - PowerPoint PPT PresentationTRANSCRIPT
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Improving Customer Service and Inter-Communication with One
ILLiad Click!
Micquel LittleKate Ross
St. John Fisher College
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Why we are here: ILLiad brought us
together.
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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.
Today's Goal: Before and After
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Hands on Exercise
Take a moment to write down some thoughts about your current situation in each listed area.
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Re-packaging of Functions
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Workflow that works
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ILLiad Request
Queue/Status of Request
List of Emails
available to send
Add-ons!
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Routing Rules - What does that mean?
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• WorldCat Local Search• RCL• Textbooks• Google Books
Collection Management Add-Ons
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• Amazon• GOBI• GIST
Acquisitions Add-Ons
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Student purchase criteria
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Faculty purchase criteria
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For materials your library
already owns, notify patron
and Circulationto put the bookon Hold at the
same time.
Circulation - Hold
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Let patronsknow you
already haveaccess to
the title they'reinterested
in...digitially!
Patron - ebooks!
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While makingCollection Development
decisions, ask for feedback, or alert
patrons toresources
alreadyowned.
Collection Development - Feedback
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Notify yourpatron and
ordering staff of apending purchase
in onestep!
Collection Development - Buy It!
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Return on Investment
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ILL Approach to the Process
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ILL Approach to the Process
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Best Practices
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Best Practices: Addons
In evaluating if we own access to an article or book, we use these Addons:
• Worldcat Local• Serials Solutions• Wiley
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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)
Best Practices: Addons
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Best Practices: Addons
In evaluating if we can borrow an article or book, we use these Addons:
• Get it Now Search• NLM Web Form
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How?• Emails and
Routing Rules• Notes• Custom Queues
Communicating within ILLiad: How does it work?
With who?• Inter-department
Communication• Multi-department
Communication• Beyond library• Beyond campus
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Quickly let theSerialsdepartmentknow you'vefound aholdings error.
Serials - One Quick Click
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Add-on + Email = Token success!Manage mediated
databasesubscriptions
through ILLiad.
Interlibrary Loan - Serials
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Send aninvoice to
a Borrowinglibrary or
Circulationwithin ILLiad.
Interlibrary Loan - Billing
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Communicatewith patronsand librarieswhenrequests aretaking longerthan normalor have an issue.
Interlibrary Loan - Follow up
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Make eachILL processingissue ateachablemoment!
Interlibrary Loan - Training
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Others
• Recall notices• Renewal notifications
o Acceptedo Denied
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Patrons cansee a historyof all emailssent out, regardless ofif they were the recipient.You can hidethese
"Notifications" on the webinterface.
More info from Atlas and IDS
Before you begin:
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More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org
Emails Templates
• 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!
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More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org
Custom Queues
• 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!
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More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org
Email + Custom Queue = Routing Rule!
• Login to the Customization Manager
• Systemo Email
EmailRouting
• 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!
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More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org
Addons
Go to Atlas Systems Directory: https://prometheus.atlas-sys.com/display/ILLiadAddons/Addons+Directory
• Select the Addon you'd like to use
• Download the .zip file into your ILLiad/Addons folder (unzip files)
• Within ILLiad go to System tab, then Manage Addons
• Find your new Addon and configure with appropriate settings.
• Close and Reopen ILLiad!
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Feedback
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Feedback
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Feedback
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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?
We're interested in ideas and inspiration from you!
Today's Goal: Before and After
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Thank you!
Questions?