Presenter(s): Jeffrey Mortimore, Jessica Garner, Jermaine Bryant, Jessica Williams.
Interlibrary Loan (ILL) requests reveal a lot about our collections, from development needs to access issues. This session focuses on how ILL and Technical Services personnel at Georgia Southern University are using ILL request information to troubleshoot and improve electronic resource access across our collections.
A Bird in the Hand: Leveraging ILL Requests to Improve Electronic Resource Access
1. A Bird in the Hand:
Leveraging ILL Requests to Improve
Electronic Resource Access
Jeffrey M. Mortimore
Jessica Garner
Jermaine Bryant
Jessica Williams
JM
2. Agenda
• ILL – The Ultimate ERA Feedback Loop
• Self-Borrowing
• Teachable Moments
• eTeam Troubleshooting Queue & ILL
• Troubleshooting Examples
• Borrowing-Related Issues
• Lending-Related Issues
•Observations & Next Steps
JM
3. ILL – The Ultimate ERA Feedback Loop:
GPM Self-Borrowing
JG
We fill
our own
requests!
4. ILL – The Ultimate ERA Feedback Loop:
Teachable Moments
5. eTeam Troubleshooting Queue & ILL:
The More You Mediate, The More You Manage
Discovery Layer…
• Mountains of metadata (306 million “full text” records; 1.037 billion total searchable
records)
• Vastly varied metadata quality and access
Multiple (partially-overlapping) access points…
• Discover @ Georgia Southern
• Gil Find
• GIL Classic
• GIL Universal
• Worldcat (3 flavors)
• Vendor portals
• Google Scholar
JM
How many links
are you really
responsible for?
6. eTeam Troubleshooting Queue & ILL:
One Troubleshooting Queue to Rule them All
• All ERA troubleshooting
requests routed to the
eTeam
• Requests are processed
as support tickets using a
LibAnswers queue
• Allows easy movement
of requests between
technical and public
services
• Requests submitted via
online form or dedicated
email address
JM
All eTeam members
belong to queue.
eTeam leader
manages triage,
assignment, and
closure of tickets.
All tickets triaged
using a three-part
tier scheme.
7. eTeam Troubleshooting Queue & ILL:
Our Biggest (and Best) Customer
• 520 tickets resolved in FY16
• 115 tickets originating with ILL (22.1%)
• Borrowing – false negatives
• Lending – false positives
• Both – access & usability
improvements
• Most tickets have broader
impact
JM
Source Closed Tickets Percent of Total
Access Services 3 0.6%
Library Administration 8 1.5%
C&RS (eTeam) 253 48.7%
ILL 115 22.1%
ISD (Reference & Instruction) 113 21.7%
Other Sources 28 5.4%
8. • Authentication
• Discover/ Catalog errors
• Incorrect metadata
• SFX access
• False Holdings
• Technology issues from databases
• Where is the Find It button?
• WorldCat/ Google
JG
Examples
16. False Negative
Verifying citation information in
Google for a requested article title
can reveal free access for items
owned through our institution, but
a search of all Henderson access
points shows that the item is not
owned.
JW
17. Observations and Next Steps
Observations…
• Every access-related ILL request is an ERA troubleshooting request
• Evaluate access at every conceivable access point
Next Steps…
• Develop FAQ materials to support ILL-related reference consultations
• ILL – A year from now we hope that Georgia Southern isn’t our top
library that we borrow from.
JM & JG
For Borrowing: We found that we are our own TOP supplier. What’s going on?
How many collect this data?
Is your number higher or lower?
Courtney Ryan TN 180888
See if Courtney will let me use her picture = picture of the ebook.
Access usability error. ILL is the Feedback loop and our partner is the e-team.
Move
Jermaine: when the databases are having technology issues.
Problem: dates are wrong and e-team needs to update record
Jermaine: We only own 1996 and beyond. We do not have access to 1920. Also second record to Wiley we do not own at all.