The 64 000 Question Answered Why do patrons

The $64, 000 Question Answered: Why do patrons place ILL requests for items that the library already owns? Karen L. Janke Indiana University-Purdue University Indianapolis University Library karen. janke@gmail. com

To listen to this presentation, please visit this site: http: //in-ulib-cheever. ads. iu. edu/IDEA/kjanke/ILL 1/64000 Question/index. htm An MS Word version of the presentation handouts can be accessed by clicking the paperclip icon at the bottom of the screen.

Outline • Closer look at the problem • User Survey • Strategies for Mitigation § Triage § Preventative Medicine

Campus Facts • • DOB: 1969 21, 814 FTE 15, 848 Undergraduate 5, 966 Graduate/Professional 2, 167 Faculty 20 Schools 286 Degree Programs > 60% of students are firstgeneration • $239 million in Sponsored Research • Dental, Medical Research Breakthroughs

The Libraries of IUPUI IUPU Columbus Library (XPJ) Ruth Lilly Medical Library (IUM) University Library (IUP) Ruth Lilly Law Library (ILI) IU School of Dentistry Library (IUD)

Indiana’s 28 ILLiad Libraries IPN • ICC • IND IPC • IVU • • • I 3 U IVZ • • • IU Libraries Purdue Libraries Public Academic Public Library Private Academic Medical FW 8 • HV 6 • IPL • IKP • IBS • INA • IE 0 • IWC • IDU • ISU • IUL • XPJ IEP • ISE Indianapolis • • IUP IUD IIB III • IUM • ILI • IU 5

What Do We Cancel? • Place Holds on behalf of patron for books available via IU Libraries’ Catalog (IUCAT) • Links/Instructions for E-Journal Articles • Reference/Microform/Reserve/Spec Coll • Call Numbers & Locations for Print Journals on IUPUI Campus • No Recall, ILL Instead • Distance Education to Document Delivery

How Bad Is This Problem? IUP Article Requests

How Bad Is This Problem? IUP Loan Requests

How Bad Is This Problem? IUP Loan & Photo Requests 2004 -2006

Indiana Libraries 2006 Borrowing Requests (Loans + Photos) * Remote Circ Available

Indiana Libraries 2006 Borrowing Requests (Loans + Photos) * Remote Circ Available

Big 10 Universities 2006 Borrowing Requests (Loans + Photos)

Big 10 Universities 2006 Borrowing Requests (Loans + Photos)

Urban 13 2006 Borrowing Requests (Loans + Photos)

Urban 13 2006 Borrowing Requests (Loans + Photos)

Consortial Circulation for IUP Patrons • Began in January 2004 • 3 Logon Views in 3 years Outgoing Incoming IUP Hold Shelf Jan 2004 876 281 22 Jan 2005 1, 430 406 90 Jan 2006 1, 407 502 118 Jan 2007 1, 964 643 270

How does it work? • Log In First! • Off Campus Log On § VPN: Logon to IUCAT ▫ Defaults search to ALL Indpls Libraries + ONLINE § No VPN: 2 Logons Required 1. Select Library, Log On to Library’s Proxy Server for access to E-content 2. Log On to IUCAT for Request Delivery ▫ Defaults search to ALL Indpls Libraries + ONLINE

Since January 2007… IUCAT from Off-Campus, No VPN:

On Campus IUCAT / Off. Campus with VPN

Keyword Title Search

Article Databases & SFX

User Study: Confront Your Ignorance and Tell Me All About It! • Objectives § To better understand the reasons library users place interlibrary loan requests for items that are available locally § Educate users about this problem § Improve Library Services • Instrument § § IRB Exemption Zoomerang Web Survey (Loan & Article) 8 or 9 Questions / 5 -10 Minutes Pilot Tested by Other Librarians, 2 Teaching Faculty

Distribution / Response • ONE E-Mail Invitation with Citation • Anonymous Participation • October 1, 2006 – February 21, 2007 § Article Survey ▫ 285 Sent / 76 Responses ▫ 27 % Response Rate § Book Survey ▫ 280 Sent / 79 Responses – 58 (Oct-Dec) 21 (Jan -Feb 21) ▫ 28 % Response Rate

Loan Survey Response by User Status Loan Survey Invitations Sent Loan Survey Responses Received 280 Invitations Sent – 79 Responses – 28 % Response Rate

Please check all that apply to the book request you placed that was available locally or through IUCAT

I am able to use IUCAT, the library’s online catalog, to search for books

Article Survey Response by User Status 285 Invitations Sent – 76 Responses – 27 % Response Rate

Why did you submit your article request to ILL?

I can use IUCAT to search for journals

I can use the library web pages to find online journal articles

Open-ended Comments • I used Sci. Finder Scholar, it directed me to IUCAT, and IUCAT said it was not available. I think it was because it thought the journal was ‘Los Alamos Reprint’. So, I couldn’t find it, and requested it through ILL. I really wanted to read it. Then, the library told me a URL to find it for free, so I did that. I used it in my presentation in class. Now I know, if it says ‘arxiv’ to Google it, and you can get it on the internet. • It's a pain to have to check IUCAT. It's also a pain to go to the main library to get articles. More full text online would save precious time. • How do you request a book from another IU Library?

Open-ended Comments • I didn’t take the time to look through IUCAT. I found the book through a search engine and my professor is requiring us to have an interlibrary loan, so I went directly there. • I assumed that since this was a book with a specific state focus (Michigan) that it would not be in the IU library collections. Therefore I did not even attempt to search for it on IUCAT. Silly me. • Using my computer at home I often feel like I’m in a maze trying to get to the prize…. By the time I can get any way that will help me get the book I just finally go for it, feeling that I’m lucky to find a way that works at all. I find all the options and possibilities and ways a person can go wrong in the system to be tiring.

Hindsight is 20/20 • • • Link Response to Citation Track Completions and Send Reminders ‘Check All That Apply’ = Bad Provide Option E-Mail Follow Up Send Survey Invitation for each Transaction, NOT each Patron • Send Survey Invitations Daily

Triage Suggestions • Don’t take it personally • Job security? § Has our role to educate users expanded? § Reallocate staff? • Train the Trainers • Make it Personal to Users • Look at your Data for Patterns, Anomalies

Article Requests By User Status Total Submitted Total Local Cancels

Long-Term • • • Logon Before Requesting in IUCAT? Open. URL / Z 39. 50 automated searching? Wither the OPAC? World. Cat, SFX, Amazoogle, etc. Endeca at NCSU

Endeca Meets Sirsi at NCSU

Long-Term • • • Logon Before Requesting in IUCAT? Open. URL / Z 39. 50 automated searching? Wither the OPAC? World. Cat, SFX, Amazoogle, etc. Endeca at NCSU § § Wow, they have Pride and Prejudice! http: //www. lib. ncsu. edu/endeca/ Circulation Availability up to 23 h 59 m old. Cost ?

ILL Cancellations: The Indicator Species of the Library • A species whose presence, absence, or relative well-being in a given environment is indicative of the health of its ecosystem as a whole. indicator species. (2003). In The American Heritage® Dictionary of the English Language. Retrieved February 23, 2007, from http: //www. xreferplus. com/entry/4098485 • A plant or animal species that is sensitive to a particular environmental factor, such as soil acidity or atmospheric pollution, and whose presence or absence is thus indicative of that factor. For example, the absence of certain lichens indicates atmospheric pollution. indicator species. (2003). In The Macmillan Encyclopedia. Retrieved February 23, 2007, from http: //www. xreferplus. com/entry/3301894

A Debt of Gratitude… • • Christina Baich – IUPUI – IUP Susan Berger – Butler – IBS Sherry Buchanan – Portland State -- ORZ Bob Daugherty – UI Chicago – IAY Leigh Dorsey – UW Milwaukee – GZN Sharon Epps – Maryland – UMC Jennifer Kuehn – Ohio State – OSU John Matthews – UI Chicago – IAY

A Debt of Gratitude… • • Elaine Nelson – Ball State – IBS Lorna Newman – Univ of Cincinnati – CIN Rita Rogers – IU Bloomington – IUL Amy Winks – Purdue – IPL Cherié Weible – Univ of Illinois – UIU Heather Weltin – UW Madison – GZM Charles Wright – Maryland – UMC

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