Hands Free Articles: Implementing and Maximizing OCLC Knowledge Base in ILLiad

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

OUR STORY

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


We process the request through Copyright Clearance

DEMONSTRATION


Request is automatically matched with lenders and sent immediately

DEMONSTRATION


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


• Route request to Doc Del

• Navigate to database

• Navigate to article

• Save PDF

• Notify patron

DEMONSTRATION


Patron places request

We process it through Copyright

The KB recognizes that we own it electronically

Puts request in Awaiting eJournal processing.

DEMONSTRATION


Click on the link in the collections tab to go straight to the full-text

DEMONSTRATION


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


Open “Awaiting DD PDF Customer Contact” queue

Select Custom Email “PDF Delivered”

DEMONSTRATION


Send email. DONE!

DEMONSTRATION

Lending…

Normal (non-KB) Procedure for Articles

• Lending request received


• 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

IMPLEMENTATION PROCESS

#1 - Getting Started

• Contact OCLC – WorldCat knowledge base request form https://www.oclc.org/forms/wckb-request.en.html

• Receive your Step-by-step Welcome Guide

• Attend Implementation Webinar

• Locate and read all available documentation (see next slide)

https://www.oclc.org/forms/wckb-request.en.html





Main Sources of Documentation

Building your WorldCat knowledge base

http://www.oclc.org/support/documentation/collection-management/build_kb.pdf

WorldCat knowledge base documentation (login)

https://www.oclc.org/support/worldshare-management-services/worldcat-knowledge-base-doc

Implementation Steps for Resource Sharing

https://www.oclc.org/support/services/resource-sharing/ersa.en.html

Setting up Direct Request for Books and Articles in ILLiad

https://prometheus.atlas-sys.com/display/ILLiad/Unmediated+ILL+-+Direct+Request




























#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


#2 - Add Your Holdings Option 1: Pubget • Easiest method, automatically updates • Works with most, but not all, vendors (no e-

books) • 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



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



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/documentation/collection-management/kb_new.pdf


http://www.oclc.org/support/documentation/collection-management/kb_new.pdf





#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


#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/resource-sharing/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


https://www.oclc.org/resource-sharing/features/articles.en.html



1

2

3

4

#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


#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.atlas-sys.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…)

#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.



• Create Custom Queues for Awaiting eJournal Processing and Awaiting Lending eJournal Processing



• Create any Email Routing rules that you might need (probably for Doc Del)



• Create the related .txt docs for the custom emails


#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.


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.


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.



• 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



• 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.


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



• 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”



• 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



• Lending to other Libraries:

• For Odyssey not enabled – Use Article Exchange

• Requires installing Article Exchange Addon and creating Custom Email Routing for Article Exchange



• 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


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


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 full-text is not available.


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

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

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

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.


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.


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%)


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.


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%)


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?


Run the previous search and go through each request to see why the link didn’t work.

Open Access Links 16%

Staff Error 9%

Print Holdings Incorrect

7%

Publisher Holdings Incorrect

59%

Publisher Link Not Working

9%

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 3-month 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

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


ASSESSMENT

Why were the links not working?


Incorrect Holdings

89%

Incorrect Citation

11%

ASSESSMENT

How much time was wasted on non-working 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

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

ASSESSMENT

QUESTIONS?

Alison Johnson

Jackson Library

Indiana Wesleyan University

[email protected]

765.677.2383

mailto:[email protected]

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Hands Free Articles: Implementing and Maximizing OCLC Knowledge Base in ILLiad

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