Part 1: Fine-tune your Policies and Deflections
Transcript of Part 1: Fine-tune your Policies and Deflections
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OCLC Resource Sharing Webinar January 28, 2020
Part 1: Fine-tune your Policies and Deflections
Workshop Series: Learn how to fine-tune your ILL setup to save you
time and speed turnaround for your library’s users
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Audrey HeiselJenny RosenfeldAlena Miller
Product Manager,
Resource Sharing
Product Analyst,
Resource Sharing
Today’s presenters
Customer Support
Analyst III
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WORKSHOP SERIES
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Series topics
Series topicsTopic Webinar Date Office Hours
Date
Part 1: Policies and Deflections Jan 30 Feb 7
Part 2: Custom Holdings Feb 27 Mar 6
Part 3: Constant Data TBD TBD
Part 4: Automation (Direct Request) TBD TBD
Part 5: Usage Statistics TBD TBD
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Policies Directory – main profile page
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Service Configuration – ILL options
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help.oclc.org
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Videos
help.oclc.org
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Today’s topics
• Why Policies and Deflections?
• Importance of Schedule and Contacts
• Setting Policies
• Using Deflections to your advantage
• Assessing your Deflections
• Takeaways and getting assistance
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WHY POLICIES AND
DEFLECTIONS?
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7,531borrowing libraries
worldwide
57countries
requests created per minute
12.7
OCLC Resource Sharing
7,540lending libraries worldwide
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Policies matter
From the Interlibrary Loan Code of the
United States
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Common symptoms of Policy and
Deflection problems• Getting repeated requests for the same items you do not
lend
• Using "Policy problem" as frequent Reason for No
• Drop in lending requests
• Requests only for items you will not lend
• You’re closed but still receiving requests
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Symptom: Getting repeated requests for the
same items you do not lend
Resource Sharing Lender Reasons For No Report
Title OCLC #Imprint
DateReason For No
Lender Unfilled
DatePOOR CHARLIE'S ALMANACK : THE WIT
AND WISDOM OF CHARLES T. MUNGER250631679 2008 NON CIRCULATING 9/18/2019
POOR CHARLIE'S ALMANACK : THE WIT
AND WISDOM OF CHARLES T. MUNGER250631679 2008 NON CIRCULATING 9/19/2019
POOR CHARLIE'S ALMANACK : THE WIT
AND WISDOM OF CHARLES T. MUNGER /250631679 2008 NON CIRCULATING 9/4/2019
POOR CHARLIE'S ALMANACK : THE WIT
AND WISDOM OF CHARLES T. MUNGER /250631679 2008 NON CIRCULATING 9/5/2019
POOR CHARLIE'S ALMANACK : THE WIT
AND WISDOM OF CHARLES T. MUNGER /250631679 2008 NON CIRCULATING 9/21/2019
POOR CHARLIE'S ALMANACK : THE WIT
AND WISDOM OF CHARLES T. MUNGER /250631679 2008 NON CIRCULATING 9/25/2019
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Symptom: Using "Policy problem" as frequent
Reason for No
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Symptom: Drop in lending requests
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Symptom: Requests only for items you will not lend
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Symptom: You’re closed but still receiving requests
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Benefits of fixing these problems
• ILL staff spend much less time saying No to lending
requests
• Requests more quickly get to libraries that can fulfill them
• Turnaround time improves across the entire network
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IMPORTANCE OF SCHEDULE
AND CONTACTS
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Schedule and Contacts: Things to
consider
• Are your Schedule and Contacts up to date?
• Are you adding your holidays and other closings to your
Schedule? Or manually setting your library to non-supplier
(“going lowercase”)?
• Is Article Exchange set up correctly under Contacts?
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Importance of Schedule
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Importance of Contacts
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SETTING POLICIES
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Policies versus Deflections
Actually auto-deflect requestsInformational only
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When reviewing Policies, consider...
• Are your Policies still accurate? Are they thorough?
• Does your loan period as stated match what you apply in
practice (via Constant Data)?
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Policies you can set…
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Ensuring consistency with practice
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USING DEFLECTIONS
TO YOUR ADVANTAGE
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Considerations for Deflections
• You’ll save time manually saying No to requests you
cannot fill due to local policies
• Do you have some Deflections set up?
• Do your Deflections make sense? Match your library
policies? Can you describe in plain English what they are
doing?
• Don’t use Deflections to record notes about your collection
• Within Deflections, the criteria are ANDed together.
Between Deflections, OR is used.
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What can I deflect on?
• Service
– Loan
– Copy
– Loan or Copy
• Borrowers
– OCLC Profiled Group
– Custom Holdings Group
• Fees
– Borrower max cost
• Item
– Format
– E-License Terms
– Material Age
• Combinations
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Examples of common Deflections
• Deflecting very new or very old materials
• Deflecting e-books
• Deflecting based on max cost – can exclude groups
• Deflecting knowledge base collections
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Examples of what NOT to do!
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Examples of what NOT to do!
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Instead... do this
If you have a note to add about your specific holdings or
formats you supply, add it to the Copy or Loan Policies.
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Instead... do this
Remember... if you set no criteria in a Deflection, your
Deflection will apply to everything.
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Examples of what NOT to do!
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Examples of what NOT to do!
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If you want to deflect by license terms, use an e-license
deflection policy alone.
Instead... do this
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Examples of what NOT to do!
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Examples of what NOT to do!
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Instead... do this
Create multiple
deflections to
represent each
conceptual reason
you are deflecting.
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AND versus OR – Incorrect
Can you spot the problem with this policy?
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AND versus OR – Incorrect
Can you spot the problem with this policy?
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AND versus OR – Correct!
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Tips for Deflections
• Base your Deflections on request type, item format, fees,
groups, or some combination of these
• But keep it simple – just one or two attributes per
deflection
• And review Policies periodically
Auto-deflecting helps get requests more quickly into
the hands of lenders that can supply them
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ASSESSING YOUR DEFLECTIONS
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Tools to access
your Deflections
OCLC Usage StatisticsResource Sharing Lender
Reasons for No Report
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TAKEAWAYS AND
GETTING ASSISTANCE
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Suggested to-do list
• Review the checklist
– Schedule and Contacts
– Loan and Copy Policies
– Deflections
– Usage Statistics
• Attend office hour
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Office Hour: Friday, February 7
1:00-2:00 pm ET
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help.oclc.org
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OCLC Resource Sharing team