Loan Sequence

Policy Statement:

Library staff should encourage patrons to use CSU+ before ILLiad or InnReach.

Rationale:

• CSU+ is to be used by all campuses and is the priority form of resource sharing.
• The RSFC is clarifying what we understand the policy to mean by adding “encourage”, outlining that you don’t HAVE to convert ILLiad requests to CSU+ requests but you do need to encourage patrons to request items through CSU+ before using ILLiad.
• Manually changing ILLiad requests into CSU+ requests takes a substantial amount of staff time. Instead of limiting the number of ILLiad requests through manually changing the service used, the RSFC recommends encouraging patrons to use CSU+ first through marketing and configuring links to CSU+ to appear before ILLiad request links. 
• CSU+ has many positive features over other systems, but there are also some potential drawbacks to consider before mandating changing all ILLiad requests to CSU+ requests.
  • Benefits.
    • Longer loan period.
    • Faster delivery time (courier service).
    • Less processing by staff.
    • Consistency (due dates, replacement fees, processing, etc.).
  • Potential drawbacks. 
    • Could be perceived as limiting services to patrons.
    • Many patrons are unaware of the multiple requests systems, switching the request could add to their confusion.
    • Offices may not be staffed to switch requests.
      • Changing request types takes time - staff intervention.
      • CSU+ & ILLiad are processed in separate offices (Circulation and Interlibrary Loan) at some institutions.

Example Scenario:

A request comes in through ILLiad or WorldShare and you see that two other CSU libraries have the item. You could cancel this request and manually make a CSU+ request for the patron or you can leave the request in ILLiad and request it from the same two CSU libraries. Depending on your decision a few different things could happen: 

1. Create a CSU+ Request for Patron:
   1. The item is delivered through CSU+
   2. The item item is cancelled in CSU+ for not being on the shelf, on reserve, etc. The patron then receives a message letting them know it isn't currently available in CSU+ and to use ILLiad. The patron places a second request which is then cancelled by a staff member because the system says the item is owned by a CSU and should be requested through CSU+. This can create an infinite loop unless the patron contacts staff letting them know it is repeatedly cancelled. This can be frustrating and overly confusing.
   3. The item item is cancelled in CSU+ for not being on the shelf, on reserve, etc. The patron then receives a message letting them know it isn't currently available in CSU+ and to use ILLiad. The patron places a second request but puts a note in the system saying it was previously requested through CSU+. The item is requested through ILLiad. This would get the item to the patron but may take several days longer than if it had stayed in ILLiad.
2. Request through ILLiad:
   1. The item is delivered by a CSU through Tricor but has a shorter checkout time than it would have if it had gone through CSU+. There is no additional cost through this method. 
   2. Neither CSU fills the request and the request continues down the lending string (ILLiad/WorldShare Rota) until it is filled by another library. 

Action log: