1. ReCAP Topics: Access and Request Columbia University Libraries 10/27/2009 Zack Lane ReCAP Coordinator

2. Multiple Topics EDD Citation Requirements Daily Request Reports Email Notification of Request High Volume Requests High Use Titles Printing UNI access to Request Form Message Display Changes Changes to Improve Outreach/Instruction

3. Topic 1: EDD Citation Requirements In response to ReCAP staff, CUL added pagination requirement to Request Form (Sept. 2009) Patron must enter content into Start and End Page fields Pop-up informs patron of requirement Current: recap@libraries.cul.columbia.edu Change to: AskUS (Reference)recap@libraries.cul.columbia.edu

5. Is there a problem?

6. Monthly EDD Volume

7. Top 5 Departments

8. (Old) FY09 Analysis Survey of failed EDD requests conducted July-December 2008: 40.5 failures per month (243 total) 52.26% fail due to citation errors 40.74% fail due to the condition 6.99% fail because of copyright restrictions

9. (New) FY09-FY10 Analysis Survey of failed EDD requests conducted April-September 2009: 82.2 failures per month (493 total) 68.4% fail due to citation errors 21.3% fail due to the condition 7.7% fail because of copyright restrictions

10. Failed EDD Requests FY09 Incorrect citation ReCAP staff double check incorrect citations. If the correct article or volume is not found, CUL staff is alerted. CUL staff route the failed request to department libraries for follow up.

11. Discussion Should Volume/Issue info be required? –Problematic for monographs and other non- serials Should all fields be required? Allow null character, e.g. 0 for pagination Staff contact?

12. Topic 2: Request Notification Staff and patrons desire confirmation that request has been submitted Based upon ReCAP service proven reliability Notification may take two different forms: –Email notification upon request submission –Daily request report, organized by department

13. Email Notification After hitting “Submit”, notice that request was submitted No further notice until notification email after delivery (1-2 days) If patron navigates backward after submission, unavailability notice displays Request may still fail –Email sent to staff alias and resolved

15. Email Notification Record keeping Confirm title/author and pick up location Staff contact info? Include information about circulation? Opportunity to suggest request limit; suggest limit of [x] items per day?

16. Daily Request Reports Requested by RBML Tracking daily requests RBML staff currently maintain complex “check-in” database Desire to 1) confirm request, 2) confirm timing and 3) confirm delivery Report: End of day list of all barcodes delivering to fixed location

17. Topic 3: Printing UNI Request Privileges Currently any active UNI may place ReCAP requests via CLIO Printing UNIs have request privilege Restrict request privilege to same user group as Borrow Direct/ILL Increased volume of mediated requests? What is BD/ILL policy for visitors? Should off-site collections have same policy?

19. Printing UNI log-in

20. Topic 4: Message Display Changes Textual changes may result from system adjustments –EDD citation requirement pop-up –Unavailability notice –Email notification More information on Request Form page?

21. Messages

22. Topic 5: High Volume Requests Three variables: user, volume and time period High Volume (HV) request is a large number of requests placed in a given time period by a single user Volume determined by staff = 10, 15, 20 or more Timeframe: moment or day. Defining “day” can be tricky: 12am-12am, 5am-5am or 2:30pm- 2:30pm User defined by UNI

23. Is there a problem?

24. Problems ReCAP struggling with reduced staff and increasing workload CUL staff have difficulty processing and staging HV requests CUL’s overall retrieval rate is increasing; it is largest among consortium partners New ReCAP billing model assigns cost to action

25. Limitation Limit number of volumes of single title that may be requested at once Prevent unnecessary retrieval of entire runs Provide contact info and staff support to patrons needing higher volume Large-scale retrieval controlled by department staff

27. What we are not limiting Total number of retrievals a patron may request per day Total number of EDDs patron may request per day Total number of volumes of title a patron may request per day* Staff capacity to request material for processing

28. Motivation Action demanded from top-level Discussed at previous ReCAP board meeting Jim Neal asked that action be taken Currently being decided at AUL level

29. Raw Data HV >10HV > 15HV > 20 Requests978470276 FY09 Requests25412364 Quantity204061406010615 FY09 Quantity532836862633 Average20.8729.9138.46 FY09 Average20.9829.9741.14 Savings1062693607855 FY09 Savings278824561993 % Savings3.68%3.24%2.72% % FY09 Savings4.20%3.70%3.00% Total Requests289140 FY09 Total Requests66338

34. Frequency? 460 UNIs 978 HV requests (>10) 2.13 HV requests/UNI Problem is spread out among many users, not few offenders UNITotal ka203251Staff ep213244Staff arb529Staff mh1424Staff tcc4617Staff sn216015Staff harnick13Staff rz713Staff ml105312Staff dc237011Patron? ss206511Patron? mgh21039Patron? qy21039Patron? cks21189Staff ctp19Staff ya21798Patron? jc32238Staff av21947Staff hs21487Staff

35. Possible Actions Impose limit on request page Prohibit backward navigation Ask patrons to limit request volume –Request page –Request notification email Encourage contact with circ desk of owning/delivering library

36. Topic 6: High Use Titles Current state of discussion Dialog to develop policy or procedure to address high-use materials in off-site collections Examine specific examples in East Asian library to assist general discussion: –1) Reduce physical traffic of library collections –2) Improve access/instruction.

37. High Use Titles Variables: Title, barcode, timeframe and request volume No systematic action has been taken No policy in place to govern de-accession (only informal practice)

38. Overall Retrieval Rate

40. Bonus Topic 8: Time of Use Analysis of request data to determine timing Questions: –Which days have highest/lowest request volume? –What time of day is highest/lowest volume?

41. Weekdays

42. Time of Day

43. 1-2 Day Delivery 35.7% of requests are filled in 1 business day 64.3% of requests are filled in 2 business days [Would 3 days be OK?] TotalFraction ALL (Mon-Sun)289140 6:00am-2:45pm (Mon-Fri)10325735.71% 6:00am-5:00pm (Mon-Fri)14815251.24% 6:00am-6:00pm (Mon-Fri)16189655.99% 2:45-3:45pm (Mon-Fri)209507.25% 2:45-5:00pm (Mon-Fri)4489515.53% 9:00am-9:00pm (Mon-Fri)18033662.37% 9:00am-9:00pm (Mon-Sun)25557488.39%