1. Improving Customer Service and Inter- Communication with One ILLiad Click! Micquel Little Kate Ross St. John Fisher College

2. Why we are here: ILLiad brought us together.

3. Before: Write down each department you communicate with on a daily basis, due to ILL processes. Write down notes related to emails you type out over and over. Write down any wishes you've had related to communication (i.e. I wish we could try Purchase on Demand). During: Keep track of all the ideas you'd like to add to your wish list. We aim to provide ideas and inspiration for you to take away and immediately apply to your own library services. Today's Goal: Before and After

4. Hands on Exercise Take a moment to write down some thoughts about your current situation in each listed area.

5. Re-packaging of Functions

6. Workflow that works

7. ILLiad Request Queue/Status of Request List of Emails available to send Add-ons!

8. Routing Rules - What does that mean?

9. WorldCat Local Search RCL Textbooks Google Books Collection Management Add-Ons

10. Amazon GOBI GIST Acquisitions Add-Ons

11. Student purchase criteria

12. Faculty purchase criteria

13. For materials your library already owns, notify patron and Circulation to put the book on Hold at the same time. Circulation - Hold

14. Let patrons know you already have access to the title they're interested in...digitially! Patron - ebooks!

15. While making Collection Development decisions, ask for feedback, or alert patrons to resources already owned. Collection Development - Feedback

16. Notify your patron and ordering staff of a pending purchase in one step! Collection Development - Buy It!

17. Return on Investment

18. ILL Approach to the Process

20. Best Practices

21. Best Practices: Addons In evaluating if we own access to an article or book, we use these Addons: Worldcat Local Serials Solutions Wiley

22. In evaluating if we can access an article or book freely on the web, we use these Addons: Google Scholar/ Google (Google Combined) (Internet Archive Search) Best Practices: Addons

23. In evaluating if we can borrow an article or book, we use these Addons: Get it Now Search NLM Web Form

24. How? Emails and Routing Rules Notes Custom Queues Communicating within ILLiad: How does it work? With who? Inter-department Communication Multi-department Communication Beyond library Beyond campus

25. Quickly let the Serials department know you've found a holdings error. Serials - One Quick Click

26. Add-on + Email = Token success! Manage mediated database subscriptions through ILLiad. Interlibrary Loan - Serials

27. Send an invoice to a Borrowing library or Circulation within ILLiad. Interlibrary Loan - Billing

28. Communicate with patrons and libraries when requests are taking longer than normal or have an issue. Interlibrary Loan - Follow up

29. Make each ILL processing issue a teachable moment! Interlibrary Loan - Training

30. Others Recall notices Renewal notifications o Accepted o Denied

31. Patrons can see a history of all emails sent out, regardless of if they were the recipient. You can hide these "Notifications" on the web interface. More info from Atlas and IDS Before you begin:

32. More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org https://prometheus.atlas-sys.com http://idsproject.org Emails Templates Open your Email folder where your ILLiad files are stored. Open an email similar to the one you'd like to create (For example, an email that pulls in loan information, if your new email will need to pull in loan information). Open a new Notepad Copy and paste the existing email into the New Notepad. Save as "New Email title." Edit!

33. More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org https://prometheus.atlas-sys.com http://idsproject.org Custom Queues Login to the Customization Manager Open: System + Custom Queues + CustomQueuestable Choose a record similar to the one you'd like to create. Click Copy Record Edit and Save!

34. More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org https://prometheus.atlas-sys.com http://idsproject.org Email + Custom Queue = Routing Rule! Login to the Customization Manager System o Email  EmailRouting Choose a record similar to the one you'd like to create Click Copy Record Edit your new Custom Queue Edit your new email template Save!

35. More info from Atlas and IDS: https://prometheus.atlas-sys.com and http://idsproject.org https://prometheus.atlas-sys.com http://idsproject.org Addons Go to Atlas Systems Directory: https://prometheus.atla s- sys.com/display/ILLiad Addons/Addons+Direct ory Select the Addon you'd like to use Download the.zip file into your ILLiad/Addons folder (unzip files) Within ILLiad go to System tab, then Manage Addons Find your new Addon and configure with appropriate settings. Close and Reopen ILLiad!

36. Feedback

39. After: Take a few minutes to write down any last minute ideas. Share! What are some ideas you have to take back to your library? We're interested in ideas and inspiration from you! Today's Goal: Before and After

40. Thank you! Questions?