Productivity Solutions: ILLiad

Presented at the NELINET Annual Meeting, May 10, 2002
By Pamela Skinner, Reference/Interlibrary Loan Librarian, Smith College

What is ILLiad

• Integrated interlibrary loan management software
• Access-based, now ISO-compliant, requiring own server
• Designed originally by Virginia Polytechnic Institute (VPI)
• Further developed, marketed & supported by Atlas Systems, a VPI spinoff
• Now licensed by OCLC
• Atlas still the authorized service, support and development arm

Why did Smith select ILLiad? Why did Smith want or need ILLiad?

• History of using ILL management software packages, initially just for statistical reporting, tracking, archiving (first SAVEIT, then CLIO)
• Knew we needed a web request form
• As we read about and saw demos of ILLiad, realized it offered many other enticing features not available elsewhere in a single, integrated package, i.e.,
  • Patron tracking (ability for patron to view outstanding transactions, completed transactions (as database grows, for years back), initiate own renewals, resubmit cancelled requests)
  • Built-in batch e-mail for patron notifications, overdues, etc.
  • Desktop delivery of articles (PDF)
  • General streamlining via import/export functions between ILLiad and OCLC, various built-in searching macros, etc.m
  • Plus usual archival and stat reporting functions
  • Installed Dec. 2000; brought lending up immediately; borrowing in May 2001

What is it doing for Smith?

• Patrons love it!
  • Users set up account with username/password. Never need to retype name, address, phone, e-mail, etc.
  • Request forms available anytime, from anywhere
  • Ability to track requests, initiate own renewals, etc.
  • No complaints and few questions-not unexpected for our undergrads; more remarkable for our faculty, who don't always embrace change enthusiastically
• Staff benefits:
  • No paper files--no paper request forms to hang onto, no filing of OCLC printouts, etc.-all borrowing and lending transactions (current and old) stored in ILLiad
  • No deciphering of handwriting and laborious re-keying of patron info into OCLC, no writing down of OCLC #, ILL #, lender string-spits info back and forth between ILLiad and OCLC
  • No printed notices-batches of arrival notifications, cancellation notices, renewal confirmations, overdues etc. sent via e-mail with a single click [although option for printed notices and phone notifications is included]
  • Fewer phone calls (renewals, what did I request two months ago, etc.)
  • Better handle on overdues-use software to set up schedule for automatic notices, can even automatically block users who reach "level 3" overdues (the "seize your firstborn child" stage)
  • No in-house forms-no request forms, software used to produce all pull slips, book-bands, shipping labels, etc.-via mail merge documents

Surprises (good or bad)?

• Surprises:
  • How inadequate the training at installation was ("advanced staff training" for $250 is really what should take place at installation) ...nothing on location of web forms, how/where to change settings in customization manager, etc. The 1-day install/train has been upped to 1.5 days, so may have improved. Talk to other recent installs before your installation
  • Contrast: post-installation tech support from Atlas is stellar-timely responsive, and expert
  • How VPI "centric" the software is (reasons for cancellations referred to availability at Virginia locations, for example). Still hasn't changed, according to a recent installation site
  • How much users love it vs. how much stress created for staff (Smith not alone on stress)
• Other issues to be aware of:
  • Complex software-It's much more difficult to setup than something like Clio, since its tentacles touch every aspect of workflow. Many decisions to be made, not sure of impact of given decision sometimes. "If I only knew at the beginning what I know now..."
  • Care and feeding of separate server-keeping one step ahead of latest viruses, keeping up with Microsoft server security patches, etc. (think about systems support levels/tolerance-library? IT department?)
  • Frequent client updates-every two months or so-and some have been bumpy
  • Hardware intensive-because all work-even searching OPAC-done through ILLiad. Smith pre-ILLiad: 2 OCLC PCs for 2.5 FTE; now have three, plus upgrading two more for student access/Ariel/desktop delivery
  • Software reflects VPI's workflow. Very flexible in some aspects (totally customizable customer interface, modifiable document and e-mail templates, lots of options for "schedules," etc.). Equally rigid in other aspects (can't process requests out of a certain order, can't check in a book from a customer without a shipping label moving to the print queue). Think carefully the benefits/drawbacks of adopting someone else's workflow

Migration path:

• Can install yourself or have Atlas Systems install ($1,200) and do mini-training (we went Atlas route)
• Lending:
  • Can bring up out-of-the-box (since library to library, not quite as critical to adhere to any library/campus visual standard at the outset). Then tinker as you go along
  • Fairly simple, gave us a chance to get used to the software generally, which in turn made it easier to tackle the borrowing side.
• Borrowing:
  • Allow 2 months minimum
  • Which/how many web request forms to use (we did loan, copy, ERIC document, thesis request-type/number your choice entirely)-and edit them
  • Edit mail merge documents (pull slips, bookbands, shipping labels)
  • Edit e-mail templates
  • Set customization manager re: request limits, if any, renewals window, overdues cycle, etc.-plus set text for reasons for cancellations, etc.
  • Importance of test period for borrowing-get staff to register, submit requests, find a buddy to respond to requests-test all facets of workflow before you make it live for your faculty and students. (Atlas can clear out test patrons and requests before going live.)
• If you're thinking of this product, support staff visits to one or more libraries that have ILLiad

Has it been a difficult transition? Yes.
Has it improved productivity? Yes, after an initial "transitional" decline.
Would we buy ILLiad again? Yes, absolutely.

Contact information for further questions:

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