What is the ILS?

My job title is ILS Coordinator. But what exactly is the ILS? It stands for Integrated Library System. This refers to the application that libraries use to help purchase items, catalog items, search for items, check items out to users, store user account information, and more.

The ILS application that we use is a product from SirsiDynix called Unicorn. We have version 3.1. This application is run on a server, but there is an application on each workstation called WorkFlows which allows us to perform ILS-related tasks in a Windows-based graphical environment. And while much of my work can also be performed in WorkFlows, from time to time I have to delve deep behind WorkFlows and perform tasks on the server itself, which is not a graphical environment.

The Unicorn product communicates with many other products on other servers. First, there is EPS. This is the application used for our Web-based catalog, which is the main interface that our customers have with our ILS system. They perform searches on our catalog via the internet, which sends the request to our EPS server, which grabs the information from the Unicorn server and sends it back to the customer on the Web. And while many of the tasks I perform on the EPS can be done on the Web-based interface, many times I find myself crawling through files and directories on the server.

Unicorn also communicates with SVA (Sirsi Voice Automation). Unicorn sends overdue and hold notices to SVA and SVA calls the customers and reads the notices. SVA will also need to request information from Unicorn from time to time when a customer calls our automated account line.

Then we have Director's Station which is a statistical web-based application. Unicorn sends information to this server once a day. This allows people to query the information stored on the Unicorn database without actually interfering with that information (such as circulation stats, user stats, collection stats, etc.). As of now, I am pretty much the only user of Director's Station. I use it to collect many of the stats that eventually appear on quarterly and annual reports. I also use it quite frequently when I receive questions regarding circulation or collection counts for specific libraries, locations, and time periods.

So coordinating the ILS involves making sure all of these applications work together. And as updates and upgrades occur to these applications, I have to make sure those occur smoothly and with as little down-time as possible. Speaking of "down-time", these applications will stop working from time to time (just like any other application), and it is up to me to get them back up and running, find out why they went down, and try to fix it so it doesn't happen again.

Unicorn also needs to be able to communicate with other third party applications such as OverDrive (the e-audio book application). OverDrive needs to be able to access information from Unicorn when customers attempt to check-out an e-audio book. And when we institute self-checkout and automated computer sign-up, these services will need to communicate with our ILS application as well.

On top of coordinating all of these machines, I also coordinate the connections between staff and customers and our ILS. That involves making sure we are using the ILS correctly, assisting in developing proper procedures, assisting with training, investigating mysteries, and more!

More Additions to WorkFlows Wiki

I have added more content to the WorkFlows wiki, especially in regards to searching:

• Difference Between Keyword and Browse Searching
• Searching for Books on Tape or CD
• Searching for Call Numbers
• Searching for Foreign Language Materials
• Searching for Large Print
• Searching for Periodicals
• Searching for a Series
• Searching for Short Stories
• Searching for Song Titles
• Searching for Videos

Items Lost While In Transit for a Hold?

We discovered that when a book is INTRANSIT to a location because of a hold, the customer's hold is attached to that single item. Therefore, if that item is lost along they way, then the customer is bypassed by other people in line when other copies become available. Until we identify the fact that this item has not made it to the pick-up location, then the customer is in HOLD LINGOOOOOoooooo!!! Marking the item missing will allow the customer to get the next available copy. For more information on this scenario, see What To Do When An Item is Lost While In Transit for a Hold.

Customer Confusion About Holds on 7-Day BOOK-APOPs with Copies Already Turned into 21-Day BOOKs

As you know, customers cannot place holds on BOOK-APOP or DVD-NEW items (we check them out to the agency hold account and set them aside until the end of the business day). However, agencies have some leeway as far as turning some BOOK-APOP copies into BOOKs. Well, as soon as one copy is turned into a BOOK, then customers can place holds on those 21-day BOOKs.

This is fine when a library staff member can explain this to a customer, but now that customers can place holds online, it could lead to some customer confusion. If a customer attempts to place a hold on a 7-day BOOK-APOP, they will receive a "rejection notice". However, if one or more copies are turned into a 21-Day BOOK, then the customer will not receive a "rejection notice" when they attempt to place that book on hold online.

They will be able to place a hold; however, that hold only applies to the books that are no longer BOOK-APOP. Yet, the customer does not know that several of the available BOOK-APOP copies cannot satisfy the hold. The customer does not know that they are waiting for one of the BOOK copies to be turned back in.

So keep that in mind if a customer calls confused as to why they are not getting notified about a hold.

More Go Live Wiki Upgrades

I have added some new content to the Go Live Wiki over the past several weeks:

The Trapping Holds on the Picklist section has been expanded to include:

• Assistance when item is missing or
• no holds are found.

The instructions for the Edit Circ Notes... tool have been expanded to include specific instructions for:

• Adding a Circ Note
• Changing Item ID/Barcode
• Changing Number of Pieces
• Changing Item from Reference to Circulating

I also added instructions for what to do when an item goes missing that is in transit to a pick-up location for a hold.

Holds Graph Places Entire Process on One Page

I created a Holds graphs which displays the entire hold placement process on one single page. This may be helpful for some of you.

Click here to view it. It is also linked to under the Holds section of the Go Live wiki.

Strengthen Your Skills in August

Now that you have a few weeks of live action, you now probably know what your strengths and weaknesses are in regards to the new ILS. So, in order to help you strengthen your weaknesses, we will be offering some trainings during the month of August.

WorkFlows Searching will be offered August 1 from 2-4pm and on August 16 from 10am-12pm. This will focus on search strategies using both the Keyword and Browse type searching.

WorkFlows Holds will be offered August 7 from 2-4pm and on August 21 from 2-4pm. This will focus on...well, holds.

Finally, EPS OPAC will be offered August 9 from 2-4pm and on August 22 from 10am-12pm. This will focus on search strategies for the online public access catalog.

Contact Cynthia to register for these trainings. Bring your specific questions to the trainings as well.

User IDs for Agencies

Your WorkFlows life will be drastically improved once you make the connection that you check items out to internal user accounts in order to mark items missing, to discard items, to send items to tech services, to set aside items for repair or story hour, etc.

Knowing which User ID to check the item out to just became easier. On the agency abbreviation page of the wiki, I added links to many new pages that list personalized user id's for each agency. Click here to check it out.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

The Importance of Trapping Your In-Hand Holds

A customer calls and asks if you have a copy of a certain book. You check the shelf and you do indeed have it. You place that hold with the pick-up location's agency hold account (cenhold, levhold, etc.).

What is the next crucial step???

Trapping!

Placing a hold just lets the computer know that a customer wants a book. Trapping lets the computer know that a staff member has that book in their hand.

So what happens if you forget to trap? Let's say that you have placed the hold. You then put the P-slip in the book with the customer's last name, first initial, and the current date. You then put that item on the hold shelf.

Guess what will appear on the next Pick List? You got it. That same book. The Pick List shows all available items that have holds placed on them. You placed the hold when you had it in your hand. But you forgot to trap it.

So now, you or a co-worker is now looking for a book that is currently on the hold shelf.

So... along with the advice in the previous post, if you see a hold on the Pick List for an agency hold account, then something is wrong. So what do we do?

In the end, all we want is for the customer to get the material that they need. Every situation is different and there is not one answer. It may take some creative thinking in order for us to do that. If you need some help with that creative thinking, just give me a ring and we'll work it out together.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

Placing Holds for Items Available at Other Locations

We have received our first Pick List report! I have received notice that a few copy level holds were placed with agency hold accounts on items showing available at other agencies. Copy level, agency hold account holds should only be used when a staff member has the item in their hand.

If you are helping a customer who wants a book placed on hold that is available at another location, you have a couple of options:

First, you can suggest what we have always suggested: that the customer (or you) call the location with an available copy. That location would then place a COPY level hold on the item (because they have it in their hand) with the pick-up location's hold account (pkyhold, cenhold, etc.). This guarantees immediately that the customer will have a copy. Because we are placing a hold with an agency hold account, the customer will NOT be notified when this item reaches the pickup location. We give the same advice we always have ("I will send this book, it should be there tomorrow, but I would suggest calling to make sure it got there"). This process is described in detail here.

Second, if the customer would rather not call or if the location with an available copy is currently closed, you can place a TITLE level hold on the item. It is necessary to have the customer's library card number since it is not possible for a staff member to get their hands on the book. This hold will appear on the owning agency's next pick list report. The customer will then be automatically notified as soon as the item reaches the pickup location. These are the same procedures we follow if all copies are checked out, detailed here.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

Go Live Wiki Upgrades

I added some content to the Go Live wiki. The new content fleshes out all of the tasks you can accomplish with the "check out tool".

You use this tool to mark items missing, place holds on 7 day books or new DVDs, send items to various departments in Tech Services, etc.

Click here and take a look when you get a chance.

Also, I noticed that some people were getting lost in the wiki due to the various links to different pages. Therefore, I placed all Go Live contents on one page. You can still view the original version, or you can use this page.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

Detailed Display Too Daunting?

When using WorkFlows, you have the option to view an item's Detailed Display. You click on the Detailed Display button at the bottom of the screen. This shows you all sorts of information regarding an item. For some of us, maybe too much information!

However, if your search retrieves only one record, then you will be taken automatically to the Detailed Display. For some of us trying to get used to the initial search screen, this can be a bit daunting.

Not to fear, though. Escaping the grips of the Detailed Display is not a hard thing to do. All you need to do is click on the Return to Search button at the bottom of the screen. This will return you to the familiar search screen.

Now, don't disregard the Detailed Display. It is a great thing! How else will you find out how many people have a hold on a book? Also, viewing the Detailed Display of an item saves that Item ID, which makes certain tasks (such as placing holds on an item or marking an item missing) easier.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

More Differences Between Old and New (Due Date; Where an Item is Going)

Here is an example of how the holds process can alter the way we have done things in the past (besides the obvious changes of actually doing holds...).

When we are searching the catalog with WorkFlows, you will see that some items are INTRANSIT. This is the new word for "Route". However, you do not see where the item is being sent. In IG or Circle, you could see where the item was going.

This comes in handy when a customer wants an item and there are no available items except for one or more items that say Route (in Circle) or INTRANSIT (in WorkFlows).

Currently, if an item is in "route" or "intransit" back to its owning location, then we could safely assume that the item would be available soon. We could tell the customer to check back in the next day or so.

Also currently, if an item is in "route" towards another location besides the owning location, we could safely assume that the item was NOT going to be available for a while as it was being sent to another location for a customer to check out.

WorkFlows does NOT say where the book is going. It only says INTRANSIT. So are we losing some functionality????

No. We have to back up a bit and realize that our new holds service has a greater impact on our procedures.

If an item is INTRANSIT, then check to see if there are any holds on the book. If the item has a hold placed, then we can assume that the item is intransit to the pickup location. The item will not be available until the customer who has placed the hold on the book has checked it out and then returned it.

If an item is INTRANSIT, and it does NOT have any holds on the book, then you can safely assume that the book is being sent back to its home location.

On top of all of this, you can offer to place a hold on the book for the customer and as soon as that book becomes available (one way or another), they will be notified.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.). All questions and answers will end up on the Holds Discussion page.

Some Differences Between Old and New

With the new ILS comes a new lingo. This lingo will be solidified over the next year, but let me run over some differences between the old and the new systems.

In the old system, you routed items in and out. This was used to move books to other locations to be picked up by customers. This was also used to send items to Tech Services.

You do not route items in or out with the new system. You "put items in transit" or "receive items in transit". Receiving items in transit is easy. You click on...this is a hard one..."Receive Items in Transit" and scan the item ID (barcode). Putting items in transit is a little different. You don't click on "Put Items in Transit". Items are automatically placed in transit as a RESULT of another action.

For example, you place a hold on a book in hand for a customer to be picked up at another location. You then trap that hold. That item is now in transit to the pick up location.

Also, we used to route items to tech services. With the new system, we will basically check out an item to a tech services department. Each department has a "user account" that you check the item out to.

For example, if you work at the Raleigh branch and you are sending a book to Material Services, you would basically check the book out to the RALMATSVS account (don't worry, these accounts names are all listed on the screen).

When Material Services is done with the book, they used to route it back to its home location. In the new system, all they need to do is Discharge the book. Since the book was "checked out" to them, as soon as they discharge the book, it is automatically placed in transit back to the home location.

Someone in Raleigh would then use the Receive Items in Transit tool as soon as that book made it back.

In the old system, we used to withdraw items. With the new system, we will discard. Much like sending the book to tech services, you would "check the book out" to your agencies discard account. For example, if you worked at Levi and you discarded a book, you would use the check out tool to check the book out to LEVDISCARD. The book will then show DISCARD in the catalog and will be shadowed from customers.

Why individual agency accounts? This allows you to easily view all the items that your agency has sent to cataloging, or what items your agency has discarded.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

Use Alt-F4 to Close Your WorkFlows Windows

As we have progressed with training, more and more of you are going back to your agency and practicing your WorkFlows skills. You may also realize that when you try to close WorkFlows, it states that a message appears saying their are open wizards that require your attention.

Basically you have to close all the various screens that you have opened throughout your session. And depending on what all you have done, this could take a while.

Not necessarily. Use this keyboard shortcut that I mentioned in a previous post. Press and hold the Alt key on your keyboard. Then repeatedly press the F4 key until all windows are closed. Alt-F4 closes this current window. Pressing it repeatedly closes windows rapidly.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.). All questions and answers will end up on the Holds Discussion page.

EPS Results: Keeping Items

When looking at a results list, you will see Keep and Hold at the top-right of each item. Customers can click on Keep to "mark" a record for future reference. For example, if someone is doing research on several topics, instead of writing down the call number or title of each item that they would like to check-out, they only need to click on Keep. The button will then change to Kept.

At any time, a customer can click on Kept Records to view all the items they have selected. They will have the option at that point to place a hold on all items.

NOTE: I have noticed that the availability of this service has been inconsistent on the test server.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

EPS Results: A Look Inside

The new EPS will provide additional material about our collection than our standard catalog. Customers will have access to reviews, summaries, excerpts, and more.

From the result list, you will see little symbols for each item (if available). Some items have more symbols than others, that is because more reviews, summaries, etc. are available for certain items. Placing your pointer on top of a symbol will let you know what type of material is provided. This is necessary as the symbols really do not give a clear indication as to what they represent.

Once you click on a symbol, you are taken to the review, excerpt, etc. Some of these appear as new windows. Others are listed on the item's detailed page, which we will discuss next!

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

EPS Results List: More Human than Machine

When customers view the results of their searches in the new EPS, they will not be viewing something that looks like it was spat out from a machine. While the basic search was a step towards "googlefication", the results list is a step towards being "Amazonified".

First, the results list will show a picture of the book cover when available. And second, only the most pertinent information is shown in the first brief results list. Customers are given the author, title, publication date, and a brief holdings list.

How can a holdings list be brief? Generally, a customer does not need to know the whereabouts of every single item we have for a title. The customer just wants to know who has a copy and how they can get their hands on it. The EPS does that by quickly listing all branches that have an available copy of the title along with the branch's phone number. So this brief results list is not only brief, it is also ever changing, dependent on our current availabilities.

Of course, customers can view the entire holdings list for a title in the complete listing for each title. That is one of the features I will discuss in the next Go Live post.

For more information, see Viewing Results on the Go Live Training Wiki.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

Operators, Records, and Fields...

When using the EPS, you will notice a search box near the top/center of just about every page (see image). This gives the customer quick access to our catalog. With the drop-down menu, you can apply a quick limiter to your search. But can you just type whatever words you want into the search box? Yes and no. While this is a step towards a "googleified" search process, this does not work quite the same as a search engine. You still have to use boolean operators and such.

While you give up a little simplicity, you gain much more control. For example, searching for chicago and history with return all records with the words chicago and history anywhere in the record.

Searching for chicago same history will return all records with the words chicago and history within the same field.

Searching for chicago with history will return all records with the words chicago and history within the same sentence within a field.

Searching for chicago near history will return all records with the words chicago and history next to each other within a field.

Confused about the terms Record and Field? Visit this page.

For more information about boolean operators and other search strategies, visit this page.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).

EPS: Our Face on the Web

So all of the posts from the Go Live Series thus far have pertained to Holds via WorkFlows. But I am going to shift gears a bit and talk about something other than WorkFlows. Why? Well, all staff do not have access to WorkFlows, yet. Eventually, we will have WorkFlows installed at each location with a connection to a "Test Server". This will allow staff to use the product without affecting real data. So it would be nice if you could read something here and then go try it out on the Test Server. So, until that is available, I will focus on other tools that you can currently get your hands on.

For instance, the Enterprise Portal Solution (while still in the works) has a sample version that you can currently take for a spin. Although not all customizations are in place yet, you can begin to get an idea of the enhanced experience in store for MPLIC customers and staff. But first, what is the Enterprise Portal Solution?

The ILS Blog had a series almost a year ago(!) about the Enterprise Portal Solution. It would be worth it to go back and review those posts. Here they are:

• Guide to the Enterprise Portal Solution, Part I (or, Whatever happened to iBistro?)
• Guide to the Enterprise Portal Solution, Part 2 (or, What is a portal, anyway?)
• Guide to the Enterprise Portal Solution, Part 3 (or, What are Rooms?)

In short, the Enterprise Portal Solution will be the new public web page. Next, I will talk about item searching via the EPS.

Here is the link to the EPS page on the training wiki.

If you have any questions regarding this process, please let me know (email, phone, comments, wiki discussion page, etc.).