ReCAP Topics: Access and Request

Columbia University Libraries10/27/2009Zack Lane

ReCAP Coordinator

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

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)

Is there a problem?

Monthly EDD VolumeEDD Requests:FY02-FY10Q1

0

100

200

300

400

500

600

700

800

Top 5 DepartmentsEDD Volume:

Focus on Top 5 Departments, FY08-FY10q1

0

100

200

300

400

500

600

Jul-07

Aug-07

Sep-07

Oct-07

Nov-07

Dec-07

Jan-08

Feb-08

Mar-08

Apr-08

May-08

Jun-08

Jul-08

Aug-08

Sep-08

Oct-08

Nov-08

Dec-08

Jan-09

Feb-09

Mar-09

Apr-09

May-09

Jun-09

Jul-09

Aug-09

Sep-09

Social Work

Health Sciences

Engineering

East Asian

Butler

(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

(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

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.

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?

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

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

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?

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

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?

Printing UNI log-in

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?

Messages

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

Is there a problem?

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

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

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

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

Raw Data

HV >10 HV > 15 HV > 20

Requests 978 470 276

FY09 Requests 254 123 64

Quantity 20406 14060 10615

FY09 Quantity 5328 3686 2633

Average 20.87 29.91 38.46

FY09 Average 20.98 29.97 41.14

Savings 10626 9360 7855

FY09 Savings 2788 2456 1993

% Savings 3.68% 3.24% 2.72%

% FY09 Savings 4.20% 3.70% 3.00%

Total Requests 289140

FY09 Total Requests 66338

Count of HV Req by TimeMultiple-vols of same Title

HV > 10

0

5

10

15

20

25

30

35

40

Apr-

02

Jun-

02

Aug-

02

Oct

-02

Dec

-02

Feb-

03

Apr-

03

Jun-

03

Aug-

03

Oct

-03

Dec

-03

Feb-

04

Apr-

04

Jun-

04

Aug-

04

Oct

-04

Dec

-04

Feb-

05

Apr-

05

Jun-

05

Aug-

05

Oct

-05

Dec

-05

Feb-

06

Apr-

06

Jun-

06

Aug-

06

Oct

-06

Dec

-06

Feb-

07

Apr-

07

Jun-

07

Aug-

07

Oct

-07

Dec

-07

Feb-

08

Apr-

08

Jun-

08

Aug-

08

Oct

-08

Dec

-08

Feb-

09

Apr-

09

Jun-

09

Total Item Volume of HV Req by TimeMultiple-vols of same Title

HV > 10

0

200

400

600

800

1000

1200

1400

Apr-

02

Jun-

02

Aug-

02

Oct

-02

Dec

-02

Feb-

03

Apr-

03

Jun-

03

Aug-

03

Oct

-03

Dec

-03

Feb-

04

Apr-

04

Jun-

04

Aug-

04

Oct

-04

Dec

-04

Feb-

05

Apr-

05

Jun-

05

Aug-

05

Oct

-05

Dec

-05

Feb-

06

Apr-

06

Jun-

06

Aug-

06

Oct

-06

Dec

-06

Feb-

07

Apr-

07

Jun-

07

Aug-

07

Oct

-07

Dec

-07

Feb-

08

Apr-

08

Jun-

08

Aug-

08

Oct

-08

Dec

-08

Feb-

09

Apr-

09

Jun-

09

Average Size of HV Req by Time (Total Ave 20.87)Multiple-vols of same Title

HV > 10

0.00

10.00

20.00

30.00

40.00

50.00

60.00

Distribution of HV Req by Format (Total Quantity) Multiple vols of same Title

HV > 10

as

am

pc

bc

jm

tc

cm

gm

Frequency?

• 460 UNIs• 978 HV requests (>10)

• 2.13 HV requests/UNI

• Problem is spread out among many users, not few offenders

UNI Total

ka2032 51 Staff

ep2132 44 Staff

arb5 29 Staff

mh14 24 Staff

tcc46 17 Staff

sn2160 15 Staff

harnick 13 Staff

rz7 13 Staff

ml1053 12 Staff

dc2370 11 Patron?

ss2065 11 Patron?

mgh2103 9 Patron?

qy2103 9 Patron?

cks2118 9 Staff

ctp1 9 Staff

ya2179 8 Patron?

jc3223 8 Staff

av2194 7 Staff

hs2148 7 Staff

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

Topic 6: High Use TitlesCurrent 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.

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)

Overall Retrieval RateCUL Retrieval Rate

0.83%

1.61%

1.89%

1.94%

2.23%2.15%

2.02%2.00%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

FY02 FY03 FY04 FY05 FY06 FY07 FY08 FY09

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?

WeekdaysRequest Volume by Weekday

FY02-FY09 (total: 289,140)

0

10000

20000

30000

40000

50000

60000

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Time of DayRequest Volume by HourFY02-FY09 (total: 289,140)

0

5000

10000

15000

20000

25000

30000

35000

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

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?]

Total Fraction

ALL (Mon-Sun) 289140

6:00am-2:45pm (Mon-Fri) 103257 35.71%

6:00am-5:00pm (Mon-Fri) 148152 51.24%

6:00am-6:00pm (Mon-Fri) 161896 55.99%

2:45-3:45pm (Mon-Fri) 20950 7.25%

2:45-5:00pm (Mon-Fri) 44895 15.53%

9:00am-9:00pm (Mon-Fri) 180336 62.37%

9:00am-9:00pm (Mon-Sun) 255574 88.39%