100% DOCUMENT DELIVERY BETHANY SEWELLUNIVERSITY OF DENVER1/21/2012

University of Denver

University of Denver Penrose Library

Undergraduate Students: 4,890

Graduate and professional students: 5,768

OUR VISION:

THE UNIVERSITY OF DENVER WILL BE A GREAT PRIVATE UNIVERSITY DEDICATED TO THE PUBLIC GOOD.

Over 2 million Print Volumes

Over 1 million links to electronic resources

Over 400 Database subscriptions

A Library Renovation Project was announced in March, 2010.

More study SPACES More TECHNOLOGY SUSTAINABILITY minded A large café with patio seating

The Building Project Plan

A 5 year plan An 18 month plan

Renovate one part of the library at a time

The process would take up to 5 years (that is a disruption in service two classes).

Move everyone Move everything Have an

inconvenience for only a year and a half.

The BUILDING PROJECT(s)

The Collections

All print materials were ingested into our new Harvard style warehouse: the Hampden Center

Materials are in size sorted boxes.Each box has a barcode which

relates to the Building, Row, Bay, Shelf, and Box

Each Item in that box has a secondary corresponding barcode in the ILS.

THE University of Denver Hampden Center

The Hampden Center 7.5 miles from the DU campus

A change in plans: “Yes, a change in the floor plan accommodated only about 20% of the collection.”

Spaces

Physical Moves Collections –

Hampden Center Reserves and ILL/DD

processing overflow dining room.

Circulation Services moved to the Driscoll.

Digital Production Services moved to Hampden Center.

The Circulation Supervisor, Access Services Librarian, moved to Aspen Hall.

Planning for 100% Document Delivery:

Workflow and Staffing Instruction and PR

Workflows: ACCESS SERVICES at DU before our move

Interlibrary Loan/Document Delivery Lending 31,755 Borrowing 18,967

Circulation -157,695 Gate Count – 406,681 Reserves

Print Reserves -154 courses/1,259 items

E-Reserves - 400 courses/5,391 documents

Digital Production Services Total Scanning –

11,018 jobs Stacks Maintenance 

Shelving : 197,728 Pulling: 32,080 Searching (Claims

Returned/ Missing/Lost)1,709

Hours 24X5

Workflows: ACCESS SERVICES

Mission Serve as first point

of contact for information and welcome.

Promote a safe and pleasant environment conducive to study and research.

Access Services

Desk Staff

Processing from ILL/DD, Reserves,

Circulation Services

Materials from HC, DPS, and Lending

Libraries

Access Services Patron Assistance

Our GOAL:Speedy Delivery 24x5

Software OPTIONS explored Library Catalog vs.

ILLiad

REQUEST FULFILLED

ITEM PULLED

REQUES

T MADE

Next steps:Needs analysis

Required two-hour turn around time Unmediated requesting by visitors Requesting multiple volumes Requesting articles scanned Requesting book chapters Request Purchase Verifying Copyright Transparency of Estimated Delivery

date

Use Illiad/III for requesting?(where to put the button)

III IlliadRequest It Button Mediated Visitor requesting o Requesting multiple volumes

(could add notes field) Requesting articles scannedo Requesting book chapters Request Purchaseo Request need by date/time

(as opposed to not needed by date)

o Transparency of Estimated Delivery date

Cannot put request button in ENCORE

ILLiad Form

Unmediated Visitor requesting

o Requesting multiple volumes (could add notes field)

Requesting articles scanned Requesting book chapters Request Purchase

? Request need by date/time (as opposed to not needed by date)

? Transparency of Estimated Delivery date (can be done by number of days)

Cannot put in ENCORE Bonus: direct delivery through

BSCANN ILL (now up and running saving valuable time for the user)

Request Item is for print volumes. Dartmouth (DarthDoc) (It includes what is traditionally known as “interlibrary loan”. No scraping – requests done outside the catalog on separate ILL form)

Similar for Boulder…

University of Wyoming. RequestIt uses ILLiad for articles and books. No use of ENCORE – search Summon and link to Classic record.

University of Arizona uses WorldCat Local – BUT… puts both types of requesting in the webpage for the record.

University of Arizona (Express Delivery)

Request Selection (ILLiad link)

Request

Volume

We could do both and use language like “Request Volume” and Request Selection” for example…

Our GOAL: Speedy Delivery around the clock

PHYSICAL ITEMS: A book is requested from the

Classic Catalog using “RequestIt” The Request goes to the print

hold slip queue Stacks Maintenance prints the

hold slips and pulls the material Materials pulled go the Circ Desk Circ Staff Activates the hold and Circ Staff sends pickup notices DD staff also

check the View Holds queue for items not available (currently checked out/missing/etc.)

Redirects these requests to Prospector or traditional ILL

REQUEST FULFILLED

ITEM PULLE

D

REQUEST

MADE

Our GOAL: Speedy Delivery 24x5

ARTICLES

A request is made ILL/Document Delivery

Staff verifies the citation and holdings.

If we own the material in print DD staff moves the request to the DD queue (in stacks searching)

Stacks Staff prints DD pull slips

Pulls the materials DPS Scans the Item and

delivers requests.

REQUEST FULFILLE

D

ITEM PULLED

REQUEST

MADE

ITEM SCANNE

D

NEW WORKFLOWS

REVISING WORKFLOWS results in discovering better ways to serve patrons

Special Collections Paging Mediating requests for Special

Borrowers Mediating requests for internal

departments Changing Circulation Loan Rules (i.e.

journals had only circulated to faculty) Increased Reserves (UP 35%) Speedy Turn-around time (2 HOURS

DURING PEAK TIMES) Purchase On Demand The Chris Brown queue (for internet

items)

Challenges when having no browsing collection:

No Browsing DVDs circulation dropped 80% Ready reference collections were

reduced due to space in the Ballroom.

Only bound journals had been itemed and cataloged.

Opportunities when having no browsing collection:

DVDs display (DVD circulation dropped 80%)

New Book Covers on display in available New E-collections (Credo Reference),

Summon. Virtual Browse Iteming all journal issues Iteming all microforms Book Scanner

Instruction and PR

Instruction PR

Change “Interlibrary Loan” to “Document Delivery”

Make directions clear and simple “Request It”

Promotion of delivery schedule instead of expected turnaround time.(every odd hour)

Promotion of the Prius

Additional staff

For Campus For Hampden Center

1.5 FTE to support Document Delivery and Circulation early mornings, Late Nights, and Weekends.

3 FTE staff to support of pulling, driving, and scanning of all materials off-site.

Our Book Scanner

Virtual Browse:

Analysis of Services after one quarter

Fall 2010 Fall 2011

Circulation 47,559 40,997

Gate Count 150,026 70,849

Items on Reserves 2,348 4,231

Review current patron behavior