Estes Park, CO. April 28-29, 2016 . Mike Richins. Coordinator, Rapid Support and System Development. Tom Delaney. Director for Rapid Project Outreach and Support. USERS REWARD SIMPLICITY. …The lesson…for anyone trying to make sense of the social aspects of technology is simple: follow the users. Understand the theory, study the engineering, but most importantly, follow the adoption rate. The cleanest theory and the best engineering in the world mean nothing if the users don’t use them, and .
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Colorado ILL ConferenceEstes Park, COApril 28-29, 2016
Mike RichinsCoordinator, Rapid Support and System Development
Director for Rapid Project Outreach and SupportSlide2
USERS REWARD SIMPLICITY
…The lesson…for anyone trying to make sense of the social aspects of technology is simple: follow the users. Understand the theory, study the engineering, but most importantly, follow the adoption rate. The cleanest theory and the best engineering in the world mean nothing if the users don’t use them, and understanding why some solutions will never work in theory means nothing if users adopt it.Clay
A Flood of Consequences
Two weeks before the start of the semester, our bookstore was underwater (fish and all).
University archives severely damaged or destroyed.
Two weeks before the start of the fall semester.Slide6
Reinventing the WheelOur initial method was to do what we did best: regular ILL.
We had a fantastic staff, and our library had just been named the most effective ILL department in borrowing and lending in the most recent ARL cost study.Our collection was so compromised we couldn’t lend.Slide7
Looking back…. It’s hard to imagine a world without:
Electronic Journals.Electronic article
delivery.A GUI-based requesting system.Slide8
A changed worldWe were still living in the “ask for it and then wait two weeks”
ILL.Our academic reputation, accreditation, and potential student appeal all demanded a better service.We had to do something novel.Slide9
What We Learned About Ourselves and Our Processes.We had spent years thinking our patrons were expecting too much of us, and they didn’t understand our processes and
constraints.What we discovered is that by streamlining the process with information on pick slips with information for that specific library, we could dramatically cut costs and time.After a few months, we started seeing letters in the campus newspaper asking the library to “not bring the printed material back, but do things the new way.Slide10
What We Learned, Part IIOur new process was easier for borrowers, too.
We learned that every request could be treated as a “rush” request, without taxing the staff.We provided call number information (or later, database information) on each request.We were able to block requests from going to a library that had items in its holdings, but were not able to lend. This now applies to print and electronic.Slide11
Goals for our new ILL
Minimal staff-intervention ILL.Minimal training for ILL staff by supporting vendor-neutral toolkits: Odyssey, ILLiad, Relais, and Clio, and any vendor willing to work with a high-end system.Our primary goal has been low-staff impact, low cost, high end user satisfaction ILL.
High end technology and software with no local maintenance for our partners.Slide12
Growth After the RecoveryWhen we finished, our partners asked if we could make Rapid a two-way borrowing/lending system for them as well.
Rapid started to get queries from additional libraries to join.Rapid started to add “pods” of other academic or consortium libraries. Cosmo pod was our latest, and perhaps greatest group.Slide13
Unexpected Benefits and ConsequencesThere is no charging in Rapid, because we can load level.
There are no other transaction or ancillary fees.Internal cost studies by member libraries show borrowing costs less than .90 cents a transaction.Rapid load leveling is based on dynamics – who has received the fewest requests in the last 24 hours. There is nothing random about it.Rapid TAT has decreased to between 12-14 hours.
We have a look ONCE and say “yes” or “no” policy due to the increasing number of Rapid members.Slide14
How we workRapid is vendor-neutral, and we work inside of ILLiad, Clio,
WorldShare, and RelaisILL. Slide15
Current Rapid membership:
290 Academic LibrariesUnited States, Australia, Canada, Hong Kong, Singapore, TaiwanSlide17
Two types of Rapid pods:
Academic EAcademic IAcademic MSlide20
ARLASERLBoston Library ConsortiumCalifornia
Easy Lending is a database that is comprised of the metadata of open access articlesArticles that can be freely lent without copyright compliance concernsDOAJ, BioMed Central, USDA, etc.Slide24
Easy Lending Database
5,474 journal titlesOver 17 million articlesSlide25
How it works..
Completely automated process, hence the nameAll incoming borrowing requests are checked against the databaseStandard number match for journal, then fuzzy article title matchAutomated delivery to the borrower via their preferred delivery methodTurnaround time is between 30 seconds and 5 minutes!Slide26
Easy Lending: 5 year analysisSlide27
)24-hour lender responseExpedited delivery (within four business days)Real-time availability check90% or better fill rate
23 current RapidR participants:
University of Massachusetts, AmherstBoston CollegeOccidental CollegeColorado State UniversityUniversity of Delaware
Michigan State UniversityFlorida Atlantic UniversityTexas Tech UniversityWichita State UniversityBrandeis University
Marine Biological Lab/Woods Hole
of New Hampshire
The College of New Jersey
University of Massachusetts, Dartmouth
Tufts University, Hirsh Health Sciences Library
University of Connecticut
University of Wyoming
Rensselaer Polytechnic InstituteSlide30
AvailabilityLender request volumeCourier groupingGeographical awarenessRapid pod prioritySlide31
over the past year:Total requests placed: 23,920Total filled: 21,986Fill rate: 92%Filled turnaround time: 16.3 hoursSlide32
RapidR next steps
Improved request history tracking (Receive/Return)Other options for availability checkEnhanced matching processMore participants! Greater geographical dispersionSlide33
Estes Park CO April 2829 2016 Mike Richins Coordinator Rapid Support and System Development Tom Delaney Director for Rapid Project Outreach and Support USERS REWARD SIMPLICITY The lessonfor anyone trying to make sense of the social aspects of technology is simple follow the users ID: 630272 Download Presentation
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