or, The Hitchhiker’s Guide to Fear and Loathing at a Public Library Reference Desk


Tracking ILL Requests

   September 15th, 2009 Brian Herzog

library mailMy brother sent me a package via UPS on Thursday, and it arrived on Monday. The neat thing, of course, is that we both could track its progress online (backup link).

It occurred to me that this would be a great feature for a library ILS. Most systems I've seen will only give the current status of a request, which is often cryptic to staff and totally indecipherable to patrons (ie, "recieved," "transit," "recorded," "check shelves," etc).

But sending patrons a link via email or text to track their request step-by-step in plain English could benefit them to no end. Not only would it give them an idea of where their item is and when to expect it, but it would also expose what all is involved in delivering their request to them. But it would be invaluable for staff, too, being able to see all of this information at a glance, for both assisting patrons and troubleshooting the delivery process.

And I bet some patrons would also be please to watch their request be returned to the library of origin after they're done with it.

I'm sure I'm not the first person to think of this, but I'm definitely going to lobby to include it as a feature if my consortium adopts an open source ILS. And this feature will be exponentially more helpful if, as planned, the entire state moves to that same ILS.



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