Automatic deflection of requests: saves staff time and increases user satisfaction
OCLC WorldShare Interlibrary Loan automatically deflects resource sharing requests based on policies defined in the Policies Directory. Policies Directory users may set deflection criteria for borrowing requests to bypass the request manager.
Deflection can be based on the following criteria:
- Request Service type (copy/loan)
- Group membership
- Material age
- Format type
- Custom holding group
Does your library have a policy of not loaning e-books? If so, a deflection of format type=E-Text will ensure that all requests for e-books are automatically deflected by your library—and that your staff never has to see the requests.
Deflections can also be turned off and on as needed. For example, if you want to deflect loans only during staff shortages. You can easily enable/disable the feature via the Policies Directory and the change will take effect right away.
With deflection enabled, the Request Manager "skips" lenders based on deflection policies and automatically moves requests to the next lender, reducing the amount of time an unfilled request remains in the "pending" status. This saves time for staff because they don’t have to respond to requests they can't fill, giving them more time to respond to requests your library CAN fulfill. In turn, this results in faster delivery of library materials to users.