Published on March 7, 2014
HANDS FREE ARTICLES Implementing and Maximizing OCLC Knowledge Base in ILLiad Alison Johnson March 20, 2013 ILLiad International Conference
IN THIS PRESENTATION… • • • • • • • • What is the Knowledge Base - Alisa Whitt from OCLC Our Story Demonstration Implementation Process Revising Your Workflow Troubleshooting Ongoing Maintenance Assessment
OUR STORY Jackson Library, Indiana Wesleyan Univ. • • • • • • I supervise Interlibrary Loan 1.5 FTE Support Staff 2-3 Student Employees Fill almost 12,000 request per year Serve 15,000 students Over 80% distance students
OUR STORY Our Knowledge Base Project Who? Me What? Implementation of OCLC’s WorldCat knowledge base When? Summer 2011 Why? We were implementing Document Delivery service and didn’t want to have to redesign our workflow at a later date. How? …
OUR STORY Before implementing the Knowledge Base… • No good way of loaning our e-journal collection • We were deflecting all e-journal requests • Document Delivery was done completely outside of ILLiad • Whenever we needed to deliver a pdf, we attached it to an email
OUR STORY After implementing the Knowledge Base… • Speedy workflow for requesting and filling e-journal requests • 25% of our lending requests are from e-journals • Document Delivery is easily integrated into workflow. • We can quickly deliver pdf’s to our patrons and other libraries
OUR STORY Has it been worth it? • Yes! • Direct Request for articles gets our patrons their information much faster • When we borrow e-journal articles, we are actually requesting from libraries who can and will loan • We are able to save processing time on many requests • It has prompted us to streamline our workflows in many ways
OUR STORY Is it perfect and easy? • No • But it’s much better than the old way of requesting e-journals • We need this technology to improve ILL for articles • The old way is not satisfactory
DEMONSTRATION • • • Borrowing (Direct Request for Articles) Borrowing / Doc Del Lending
DEMONSTRATION Borrowing… • Normal (non-KB) Procedure for Articles • Patron places request • Process Copyright • Check to see if you own it • Identify an OCLC record • Guess which lenders have it and might loan it • Send request • Receive request • Notify patron
DEMONSTRATION Borrowing (Direct Request for Articles)… Patron places an article request
DEMONSTRATION Borrowing (Direct Request for Articles)… We process the request through Copyright Clearance
DEMONSTRATION Borrowing (Direct Request for Articles)… Request is automatically matched with lenders and sent immediately
DEMONSTRATION Borrowing (Direct Request for Articles)… Often these requests are filled via Odyssey and are delivered to the patron automatically
DEMONSTRATION Borrowing/Doc Del… • Normal (non-KB) Procedure for Articles • Patron places request • Process Copyright • Check to see if you own it • Route request to Doc Del • Navigate to database • Navigate to article • Save PDF • Notify patron
DEMONSTRATION Borrowing/Doc Del… Patron places request We process it through Copyright The KB recognizes that we own it electronically Puts request in Awaiting eJournal processing.
DEMONSTRATION Borrowing/Doc Del… Click on the link in the collections tab to go straight to the full-text
DEMONSTRATION Borrowing/Doc Del… Save the pdf to the ILLiad web server PDF folder
DEMONSTRATION Borrowing/ Doc Del… Route request to Doc Del… Awaiting DD PDF Customer Contact
DEMONSTRATION Borrowing/Doc Del… Open “Awaiting DD PDF Customer Contact” queue Select Custom Email “PDF Delivered”
DEMONSTRATION Borrowing/Doc Del… Send email. DONE!
DEMONSTRATION Lending… Normal (non-KB) Procedure for Articles • Lending request received • Check to see if you own it • Retrieve the article from shelf or database • Scan or upload article • Deliver to borrowing library
DEMONSTRATION Lending… • Requests that we own electronically are automatically put in a separate queue
DEMONSTRATION Lending… • Open request and use Collections tab to view ILL Terms and link directly to article
DEMONSTRATION Lending… • Save pdf to Images folder on ILLiad server
DEMONSTRATION Lending… • Click Mark Found Scan Now • • • PDF will import Click Deliver Done!
IMPLEMENTATION PROCESS #1 - Getting Started • Contact OCLC – WorldCat knowledge base request form https://www.oclc.org/forms/wckbrequest.en.html • Receive your Step-by-step Welcome Guide • Attend Implementation Webinar • Locate and read all available documentation (see next slide)
IMPLEMENTATION PROCESS Main Sources of Documentation Building your WorldCat knowledge base http://www.oclc.org/support/documentation/collectionmanagement/build_kb.pdf WorldCat knowledge base documentation (login) https://www.oclc.org/support/worldshare-managementservices/worldcat-knowledge-base-doc Implementation Steps for Resource Sharing https://www.oclc.org/support/services/resourcesharing/ersa.en.html Setting up Direct Request for Books and Articles in ILLiad https://prometheus.atlassys.com/display/ILLiad/Unmediated+ILL++Direct+Request
IMPLEMENTATION PROCESS #2 - Add Your Holdings • Option 1: Pubget Provide login information for each vendor and Pubget automatically imports and updates your holdings in KB • Option 2: OCLC WorldShare/Service Config. interface Select from collections that are already in the KB (but not found in Pubget) and modify to reflect your unique holdings. • Option 3: Upload unique collections Add special collections that are not in KB
IMPLEMENTATION PROCESS #2 - Add Your Holdings Option 1: Pubget • Easiest method, automatically updates • Works with most, but not all, vendors (no ebooks) • • • • • Gather administrative login and password for all database providers/vendors Enter data into Pubget Pubget does the rest of the work! Tip: Copy their list of providers, highlight the ones your library uses, cross off when info is collected Contact Pubget if any of your providers are not listed – Support is very responsive
IMPLEMENTATION PROCESS #2 - Add Your Holdings Option 2: OCLC WorldShare/Service Configuration interface • If you don’t have access to WorldShare yet, you can use Service Configuration module • Use this to add collections that are not available in Pubget (and e-book collections) • • Locate the collection you want to add If needed, modify it to meet your specific holdings
IMPLEMENTATION PROCESS #2 - Add Your Holdings Option 3: Upload unique collections • Add special collections not found in knowledge base and print serials (optional) • • • • Add a new collection to the KB Then upload a spreadsheet in KBART format Or manually build a collection Title-by-Title http://www.oclc.org/support/documentatio n/collection-management/kb_new.pdf
IMPLEMENTATION PROCESS #3 – Configure Settings in WorldShare/Service Configuration • • • • Use the documentation to understand the Service Configuration module Configure institutional-level settings • Show holdings in WorldCat (set to Yes) for all collections Configure collection-level settings (Properties tab) • Turn off “Set WC holdings” for specific collections, if desired Turn service on in FirstSearch Admin
IMPLEMENTATION PROCESS #4 – Add ILL License Data • • • • • • Get a copy of the license agreement for each provider Standard license agreements are often available online Most license agreements have a section/statement about ILL See what other libraries have done: https://www.oclc.org/resourcesharing/features/articles.en.html Set the ILL status and choose lending instructions for each of your collections in Service Configuration It’s easiest to do this after all of your collections are loaded
3 1 2 4
IMPLEMENTATION PROCESS #5 – Set up deflections in Policies Directory • • Remove any deflections for e-serials (At this point, you are set for enhanced lending) Create a deflection for ILL set to “No” in properties tab
IMPLEMENTATION PROCESS #6 – Setup Direct Request • Create Custom Holdings groups for lenders Search Policies Directory for Group Symbol “KBIL” • Create a Custom Holdings Path • Create a Direct Request profile for articles (must have one for loans first) • Set up Direct Request for e-books (if desired) • Documentation from Atlas available here: • https://prometheus.atlassys.com/display/ILLiad/Unmediated+ILL +-+Direct+Request
Edit these settings in ILLiad
Step #1 - Create a Custom Holdings Group for Direct Request for Articles
Step #1 (cont.) - Create a Custom Holdings Group for Direct Request for Articles
Step #2 - Create a Custom Holdings Path to use for Direct Request Articles
Step # 3 – Create a Direct Request Profile for Articles Step # 3 – Create a Direct Request Profile for Articles
(If you don’t already have a Direct Request Profile for books, here’s what ours looks like…)
IMPLEMENTATION PROCESS #6 – Modify ILLiad Settings • Set up a routing rule to automatically send requests to Awaiting Direct Request Processing • Create a routing rule to gather all requests with a link in the Collections tab (ie. Awaiting eJournal Processing). Make one for Lending and Borrowing.
IMPLEMENTATION PROCESS #6 – Modify ILLiad Settings • Create Custom Queues for Awaiting eJournal Processing and Awaiting Lending eJournal Processing
IMPLEMENTATION PROCESS #6 – Modify ILLiad Settings • Create any Email Routing rules that you might need (probably for Doc Del)
IMPLEMENTATION PROCESS #6 – Modify ILLiad Settings • Create the related .txt docs for the custom emails
IMPLEMENTATION PROCESS #7 – Redesign your workflow • • • Rethink how you deliver PDF’s. Is it efficient enough to handle more requests? Will you be doing document delivery for your patrons? Need new processes, policies, procedures, emails, etc.? Next section…
REVISING YOUR WORKFLOW Things to Consider • • • • • Deliver or Cancel? Document Delivery Delivering PDF’s E-books Open Access
REVISING YOUR WORKFLOW Things to Consider: Deliver or Cancel • If your patron requests something you own electronically, do you want to deliver the pdf? Cancel the request and tell them where to find it? Or both? • Our Situation: • For certain patron types we deliver AND provide email with instructions. • For certain patrons we only provide instructions. • We use the Doc Del module for both of these types.
REVISING YOUR WORKFLOW Things to Consider: Document Delivery • Will you be doing document delivery for your patrons? Need new processes, policies, procedures, emails, etc.? • Our Situation: • Previously we were cancelling requests for things we owed and handling them outside of ILLiad • We wanted to deliver articles to patrons’ ILLiad accounts instead of email or emailing a link. • We wanted requests to count statistically as Doc Del. • We implemented the Doc Del module and created new processes to handle various types of Doc Del requests.
REVISING YOUR WORKFLOW Things to Consider: Document Delivery • • NOTE: Collections tab is not available in Doc Del, so link should be used prior to moving request to Doc Del. Our Document Delivery Process • From Awaiting Request Processing… • Route requests to one of these: • Awaiting DD Stacks Searching • Awaiting DD PDF Customer Contact • Awaiting DD Email Customer Contact • Awaiting DD Cancellation • For articles in the Awaiting eJournal Processing queue: • Locate the article using the link in the Collections tab. Save the pdf to the ILLiad server’s pdf folder. Name it with the transaction number. • Route to Awaiting DD PDF Customer Contact • Open request and use email routing to email patron and move request to Finished.
REVISING YOUR WORKFLOW Things to Consider: Document Delivery • Document Delivery Process • (Un-tested) Alternative… • Can’t use email routing to route from one Awaiting e-journal processing in Borrowing to Request Finished in Doc Del • But perhaps you could use email routing to move it to a special borrowing status and then use a Routing Rule to move all those requests to Doc Del Request Finished
REVISING YOUR WORKFLOW Things to Consider: Document Delivery • Document Delivery Process • More alternatives… • Some libraries just cancel the request and send the patron a link (if it’s cancelled, you can’t deliver a pdf when you want to) • Some libraries send the request to “Request Finished” and send patron link or pdf (if you move it request finished in Borrowing, it will count against your copyright totals. • You could create another special status within Borrowing for completed e-journal requests.
REVISING YOUR WORKFLOW Things to Consider: Delivering PDF’s • Rethink how you deliver PDF’s. Is it efficient enough to handle more requests? • Our Situation: • The few PDF’s we delivered, we sent by email outside of ILLiad. • We implemented processes for sending PDF’s via Odyssey or using OCLC Article Exchange
REVISING YOUR WORKFLOW Things to Consider: Delivering PDF’s • Lending: Delivering PDF’s to other libraries • Save PDF to “images” folder on ILLiad server • For “Odyssey – PDF Enabled” • Click “Mark Found Scan Now” button • Article will automatically be imported into Odyssey • Click “Deliver”
REVISING YOUR WORKFLOW Things to Consider: Delivering PDF’s • Lending to other Libraries: • Save PDF to “images” folder on ILLiad server • For “Odyssey” not PDF enabled • Click “Mark Found Scan Now” button • Convert to tiff using MyMorph (free program) • Click “Import Image” in Odyssey and “Deliver” • OR just deliver using Article Exchange
REVISING YOUR WORKFLOW Things to Consider: Delivering PDF’s • Lending to other Libraries: • For Odyssey not enabled – Use Article Exchange • Requires installing Article Exchange Addon and creating Custom Email Routing for Article Exchange
REVISING YOUR WORKFLOW Things to Consider: Delivering PDF’s • Borrowing/Doc Del: Delivering PDF’s to our patrons • Save the PDF to the ILLiad server’s PDF folder. (put shortcut on desktop) • Contact the customer with the appropriate method to tell them it’s there. Requires staff have permissions to write to the PDF folder on the ILLiad server
REVISING YOUR WORKFLOW Things to Consider: eBooks • Most e-book collections are not lendable via ILL • Not necessary to add to KB, but would notify you if your patrons request an e-book you own
REVISING YOUR WORKFLOW Things to Consider: Open Access • • Open Access collections are built into the KB You can elect to add these as a whole or by individual titles • PRO: Other libraries who have not added these to their holdings will request them from you. PRO: You will be notified when your patrons request something that’s available Open Access without having to do an extra search. CON: These holdings are not maintained accurately by publishers. Many times the fulltext is not available. • •
REVISING YOUR WORKFLOW Things to Consider: Adding Print Holdings • If you don’t add your print holdings, Direct Request may request these from other libraries if you don’t have electronic as well. • We overlooked this, but it didn’t cause huge problems because most of these requests wouldn’t go through directly anyways so we had to process them manually. • If something that you own appears on your Copyright List, then you know for sure that you have a problem.
TROUBLESHOOTING Problem: Requesting things we own • • You may notice titles that you own appearing on the Copyright List Make sure e-holdings are as complete as possible in KB before turning on Direct Request
TROUBLESHOOTING Problem: Many requests come back unfilled • • Sometimes Direct Request does not pick the best OCLC record You can set Direct Request preferences to require at least five lenders in lending string
TROUBLESHOOTING Problem: Links do not lead to articles • • • Open Access links are often not correct An individual database may not be linking correctly Call OCLC to make sure links are generating properly
ONGOING MAINTENANCE Update Custom Holdings groups • • Particularly the KB groups that you use for Direct Request for Articles Add libraries who have recently activated the KB
ONGOING MAINTENANCE Check Pubget Logins • • • Check to see if all the logins have been recently updated and if any of them say FAILED You may need to find out if someone changed the login/password If you can’t identify the problem, contact Pubget Support by email and they will help fix it.
ONGOING MAINTENANCE Add New Collections • • • Preferably you can just add the new vendor to Pubget and new collections will be added to KB Remember to go into KB and set the licensing settings for each new collection If you add a new collection, but not a new vendor, Pubget will add it, but you will still need to go into KB and set the licensing settings
ONGOING MAINTENANCE Update any manually added holdings • • • If you upload your print serials, you’ll need to do a new upload periodically If you added any collections through the KB and manually edited them, you will need to update them when changes occur. Tip: Keep a spreadsheet where you note which collections were added manually
ONGOING MAINTENANCE Check Licensing Data for all Collections • • • Have a student go through and check each collection to make sure that licensing data is set Have them keep a list of collections that were not set and change them to Yes. Then you can go back and change any that should not be Yes.
ONGOING MAINTENANCE Check Request for Items You Own • • • Spot check to make sure you aren’t requesting things you own One good way to check: Go to Doc Del and look through requests that have “Direct Request” in the Lending String. These should all say “Held by your Library” in the Notes field. If not, find out why. Be sure to check your Over Copyright list for things you own.
ONGOING MAINTENANCE Check Accuracy of Links in Collections Tab • • • Will help identify areas where your KB holdings are not correct Look for requests in Borrowing that have a note “Held by your library” Since these requests were not moved to Doc Del, you can assume that you did not really have access to the items. Look at Lending requests that were cancelled and check for links in the Collections tab.
ASSESSMENT • • • • • • Borrowing Questions Borrowing Conclusions Borrowing/Doc Del Questions Borrowing/Doc Del Conclusions Lending Questions Lending Conclusions
ASSESSMENT Borrowing Questions • How many articles were successfully sent through Direct Request? • Is the turn-around time for these articles better than regular articles? • If so, at what point in the process is the time being saved? • How much time total did Direct Request articles save us? • How many requests are not being successfully sent through Direct Request? • Why are they being blocked by Direct Request?
ASSESSMENT How many articles were successfully sent through Direct Request? For a three-month period in 2012… 30% of filled article requests were Direct Request (287 out of 959) How to get this data: Shows requests that were successfully sent via Direct Request (will not include ones that failed, but will include those that come back unfilled)
ASSESSMENT Is the turn-around time for these articles better than regular articles? Average turn-around of 1.98 days compared to 6.26 days (Nov. 2012) Much better!! How to get this data: Pick a typical month. Use the previous Custom Search to get transaction numbers for Directly Requested articles for that month. Run ILLiad’s Turn Around Time Report and export the transaction detail into Excel. Copy the data for just the Direct Request transactions and figure the average turn around time. Compare this to the turnaround time provided by the report. (Must convert the minutes/days/hours be consistent)
ASSESSMENT At what point in the process is the time being saved? Submitted – Sent = 14.47 hours (compared to 1.9 days) Sent – Delivered = 1.43 days (compared to 4.35 days) KB is more accurate for selecting lenders and KB lenders fill requests faster. How to get this data: Use the Turn Around Time report created in the last slide.
ASSESSMENT How much time total did Direct Request articles save us? During a three-month period… We had 287 articles sent directly. It easily takes one minute to process article requests manually. So we saved at least 287 minutes (about 5 hours) in three months. How to get this data: Use the Custom Search from three slides back to get the total number of requests and then multiply by the time it takes to process requests manually.
ASSESSMENT How many requests are not being successfully sent through Direct Request? During a three-month period… 672/959 of filled article requests were not direct requests (70%) How to get this data: Use Custom Search from a few slides ago
ASSESSMENT Why are they being blocked by Direct Request? Held by our Library This is a good type of block No ISSN or OCLC# on request Not enough lenders There aren’t enough KB lenders available or sometimes the record selected by OCLC# does not have enough but another one would have ISSN search with too many hits Cannot process more than 25 records How Direct Request searches: If request contains ISSN and OCLC, DR will search by ISSN. If ISSN results in less than 25 hits, DR will select the bib record first by DLC (Library of Congress) then by number of holding codes on the record.
ASSESSMENT Borrowing CONCLUSIONS • • • Requests take less staff time Requests are filled much faster The potential time-savings is limited by the number of requests that can successfully go through Direct Request
ASSESSMENT Borrowing /Doc Del Questions • How many articles were successfully identified as owned by us? • How often were the links incorrect? • Why were the links incorrect? • How many open access requests did we fill? • How much time did the links save us?
ASSESSMENT How many articles were successfully identified as owned by us? During a 3-month period… We were automatically notified that 377 requests were owned by our Library. 133 of these had links to the full-text. How to get this data: Look at Doc Del article requests with “Direct Request” in the Lender String field.
ASSESSMENT How often were the links incorrect? Out of 487, 110 were incorrect (23%) How to get this data: Look for requests in Borrowing that have a note “Held by your library” Since these requests were not moved to Doc Del, you can assume that we did not actually own.
ASSESSMENT Why were the links incorrect? Publisher Link Not Working 9% Publisher Holdings Incorrect 59% Open Access Links 16% Staff Error 9% Print Holdings Incorrect 7% How to get this data: Run the previous search and go through each request to see why the link didn’t work.
ASSESSMENT How many Open Access requests did we fill? More difficult to measure because “Collections” tab is not available in Doc Del. To track this, have staff include something in the Note field or type “Online” in Lending String.
ASSESSMENT How much time did the links save us? Request with links take under 1 minute to process (133) Without the links it takes at least an extra minute per request At least 133 minutes saved during a 3month period Time also saved because we didn’t have to check the rest of the article requests to see if we owned them
ASSESSMENT Borrowing /Doc Del Conclusions • • • Saves time by identifying items we own Links save time when retrieving the pdf for Doc Del Exposes Open Access resources that we would otherwise have to search for… exact number hard to determine
ASSESSMENT Lending Questions • • • • • • How many Knowledge Base requests were received? How much did this increase our lending? How often did the links work? Why were the links not working? How much time was wasted on non-working links? How much time did these links save us?
ASSESSMENT How many Knowledge Base requests were received? 574 in a 3-month period 402 filled This accounts for 25% of our lending during this period How to get data:
ASSESSMENT Lending Questions How much did this increase our lending? Our article lending increased by 13% from 2010-2011 to 2011-2012 Made us a net lender again even though our book loans decreased This year, we are up 24% from this point last year (up by almost 700 requests). These are easy requests to fill because of the links!
ASSESSMENT How often did the links work? 70% of the time How to get this data:
ASSESSMENT Why were the links not working? Incorrect Citation 11% Incorrect Holdings 89% How to get this data:
ASSESSMENT How much time was wasted on nonworking links? 172 incorrect links in three months Depends how much time you want your staff to spend searching for each request For Open Access links, it takes less than a minute to Google the article title to see if it’s available elsewhere. For things we own, it takes just 5 seconds to click on the link and see it doesn’t work. Then just follow your normal procedures. For things we never really owned, it should only take 1 minute to discover we don’t own it and cancel the request.
ASSESSMENT How much time did these links save us? 402 requests in three months A scanned requests takes at least 8 minutes of staff time A normal electronic request takes at least two minutes of staff time A KB request takes less than a minute of staff time Saved somewhere between 6 and 46 hours
ASSESSMENT Lending Conclusions • • • • Dramatically increased our opportunities to lend Much faster than our old method of primarily scanning articles KB requests are easy to fill A substantial number of KB links don’t work, but staff is in control of how much time they spend on these
QUESTIONS? Alison Johnson Jackson Library Indiana Wesleyan University firstname.lastname@example.org 765.677.2383
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