13 Responding to an Initial Request (Lender)

Chapter overview

This chapter describes the options a Lender has when responding to a Borrower's initial request.

13.1 Overview

A submitted Workform initially appears on the Lender's Request Manager screen as a request with a status of Pending .

Pending request as seen by the Lender

Request aging

If you do not respond within 4 system days, the request is forwarded to the next symbol in the lender string and an entry is generated in the Request History area of the Display screen.

Next lender entry in Request History area.

Next steps

Five Next Steps are available for Pending requests:

Determine ability to supply

Before responding, consider the following fields in the Borrower's request when determining your ability to supply an item:

  • Need Before:
  • Edition:
  • Maximum Cost:
  • Copyright Compliance:
  • Borrowing Note

Temporary nonsupplier status

At some time, you may need to change your institution's lending status.

  • If your library is closed for up to 184 days due to unforeseen circumstances such as inadequate staffing or natural disaster, you can change your supplier status in the OCLC Policies Directory.

  • If your library is closed for more than 184 days you must notify your OCLC regional services provider to change your status.

Note: The Policies Directory also lists all holidays observed by OCLC, for example, New Year's Day.

Access

To view all current Pending requests:

Action Result
On the Request Manager screen, select the underlined QTY number shown for the Pending category. The Summary screen showing a list of all Pending requests appears.

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13.2 In Process Status

If you cannot respond to a Pending request immediately, you can change the request status to In Process . This acknowledges receipt of the request and also lets you identify requests that need staff attention and separate them from newer incoming requests. For example, you might want to identify a request as being In Process while checking the stacks for the item.

The In process status is also available to requests with a status of Conditional/Pending.

As a Lender you cannot edit an In Process request.

Request aging

Changing a request to In Process does not extend your 4-system-day period for responding.

Change status

To change the status to In Process:

  Action
1 Select the In Process radio button.
2 Select the Update button.
Result:
  • The Update Confirmation screen appears, displaying this message: R ecord has been updated <Request ID>
  • The request status changes to In Process.
Note: If you leave the Display screen before selecting the Update button your changes are lost.
3 Use the Redisplay Request  Redisplay Request icon icon to return to the request, or the Next arrow to view the next Pending request.

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13.3 Responding Yes

If you determine that you can supply an item as requested, that is, by the stated due date and with no constraints, you respond Yes. The request is returned to the Borrower with a status of Shipped and you are obligated to provide the item.

When responding Yes, you can also perform the following on a request:

Request aging

Responding Yes changes the status to Shipped for 14 system days (loans) or 7 system days (copies) or until Borrower updates to Received.

Apply Constant Data

A Constant Data Record is a set of stored information that is written into or applied to a request. The use of constant data saves keystrokes, reduces errors, and ensures consistency within WCRS requests.

Example uses of Constant Data records include:

Situation Suggestion
You regularly lend photocopies as well as items that must be returned. Create one Constant Data Record for loans and another for copies.
You have established policies for the amount you charge for each type of interlibrary loan material. Create a Constant Data Record for each type of material with its appropriate Lending Charges.
You handle all loan transactions at your main library, but want borrowers to return items directly to branches when necessary. Create Constant Data Records with a different Ship To: address for each branch.
You lend to members of your consortium free of charge but charge other borrowers a fee. Create a separate Constant Data Record for freeloan and payloan.

Constant Data Records are created and edited within the WorldCat Services Administrative Module, on the Resource Sharing > Staff ILL Settings > Constant Data Records screen. Constant Data Records can be created for a library as Borrower or as Lender. Multiple different Constant Data Records can be created to fit various routine borrowing or lending situations; you can create a maximum of 1,000 Constant Data Records. For more information, see: Constant Data in Chapter 5, "Resource Sharing Functions in the WorldCat Services Administrative Module".

To apply a Constant Data Record:

  Action
1 Select the down arrow at the right of the Apply Constant Data: field, then choose a Constant Data Record from the resulting drop-down list.
2 Select the Update button.
Result: This message appears below the Control panel:
Constant Data Record has been applied: [record name]
Note: Although the status in the Control panel changes to SHIPPED - Lender, the request is not actually updated until you select the Update button a second time and the Update Confirmation screen appears.

Once you have applied a Constant Data Record you can modify the data transferred to the request without affecting the actual record.

Respond Yes

To respond Yes to a request:

  Action
1 Retrieve the request.
2 Select the Yes radio button.
3 Optional: Apply a Constant Data Record and make any changes to the applied data.
4 Do you want to print labels or bookstraps/book stickers? (See: Chapter 20, "Printing from Request Manager" for more information.)
  • If Yes: Check the appropriate check box(es).
  • If No: Go to the next step.
5 Select the Update button.
Result:
The Status changes to Shipped.
6 Supply Lender data; supply Alert note if request needs Borrower’s immediate attention. For photocopy requests, Due Date should be N/A.
7 Select the Update button.
Result:
  • The Confirmation screen appears, displaying this message: Record has been updated <Request ID>
  • The request is returned to the Borrower with a status of Shipped.
Note: If you leave the Display screen before selecting the Update button your changes are lost.
8 Use the Redisplay Request  Redisplay Request icon icon to return to the request, or the Next arrow to view the next Pending request.

Erroneous Yes response

If you discover that you have responded Yes by mistake, or you later realize that you cannot fill the request, you can recall the request:

  Action
1 Retrieve the request.
2 Select the Recall radio button/check box.
3 Select the Edit button and indicate in Lending Notes that this Recall is for an erroneous Yes rather than for an item that has been physically shipped.
4 Select the Update button to save your edits.
Result: The Update Confirmation screen appears, with this message:
Record has been updated: [request identifier]
5 Use the Redisplay Request  Redisplay Request icon icon to return to the request.
6 Select the Update button.
Note: Make sure that the Recall check box is still checked.
Result:
  • The Update Confirmation screen appears, with this message:
    Record has been updated: [request identifier]
  • The request is returned to the Borrower with a status of Recall.
Note: You may wish to contact the Borrower directly about the error.

Example Yes response

This is the Lender's view of an example request after a Yes response. Note the Recall check box in case of an erroneous Yes.

Shipped request as seen by the Lender.

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13.4 Responding No

If you determine that you cannot supply an item under any circumstances, you respond No.

Request aging

Responding No causes an entry to be made in the Borrower's Request History area of the Display screen. The request is either:

  • Forwarded to the next Lender in the lender string with a status of Pending (all Reasons for No except not found as cited).
  • Returned to the Borrower with a status of Unfilled (last Lender in the string or not found as cited).

Note: When you respond No, the request disappears permanently from your system; it cannot be retrieved by searching either Active or Closed Requests.

Reasons for No

When responding No, you can also optionally supply the reason for your response.

To supply a Reason for No:

Action
Select the down arrow at the right of the adjacent text box, then choose a reason from the resulting drop-down list.
WCRS Reasons for No Lender Situation
unspecified Lender gave no reason.
1. in use/on loan Item owned but currently in use by patron or on loan to another institution.
2. non circulating Item held but not available for loan.
3. not on shelf/missing Item owned but is not charged out and not on shelf.
4. not owned Item not owned.
5. lacking volume/issue The title is owned but not component part or pages requested.
6. branch policy problem No policy in place to permit completion of the request.
7. on order Item ordered but not received.
8. cost exceeds limit Minimum cost to supply request is greater than amount in MAXCOST.
9. technical processing Item received but not yet ready for use.
10. preferred delivery time not possible Unable to fill request within time preferred by the Borrower.
11. poor condition Item owned but physical condition prohibits lending or reproduction.
12. at bindery Item owned but at the bindery.
13. volume issue not yet available Title owned but requested component part has not yet been received./td>
14. not licensed to fill This library lacks the contractual authorization to provide the item.
15. requested delivery services not supported Unable to send item via type of delivery method requested.
16. prepayment required Prepayment required prior to processing the interlibrary loan transaction.
17. other Cannot fill request for reasons other than those provided by ISO.
Discontinued reasons
charges Not used in WCRS
lacks copyright compliance Respond Conditional. See section 13.5, "Responding Conditional"
locations not found Now branch policy problem
not found as cited Respond Conditional. See section 13.5, "Responding Conditional"
on hold Now in use/on loan
on reserve Now in use/on loan

ISO ILL Equivalents.  WorldCat Resource Sharing does not accept certain ISO10161 numeric codes or text designations (for example, 20 or Policy Problem). WCRS equivalents for ISO codes are given in: section 1.6, "ISO ILL Applications "

Reasons for No reports.  Monthly Reasons for No reports for both Borrower and Lender activity are available free of charge via the OCLC Usage Statistics web site at http://www.stats.oclc.org/cusp/nav. The reports may be viewed online or exported to a workstation as a Microsoft ® Excel spreadsheet. See Chapter 6, "WorldCat Resource Sharing Reports in OCLC Usage Statistics" for details.

Respond No

To respond No to a request:

  Action
1 Retrieve the request.
2 Select the No radio button.
3 Optional: Supply a Reason for No.
4 Select the Update button.
Result:
  • The Update Confirmation screen appears, with this message:
    Record has been updated: [request identifier]
  • When you return to the Request Manager screen, the number of Pending requests is reduced by one, and the request no longer appears on the Summary screen.
5 Select the Request Manager link in the Control panel to return to the Request Manager screen, or the Next arrow to view the next Pending request.

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13.5 Responding Conditional

If you determine that you can supply an item, provided that certain conditions are met, you respond Conditional . The request is returned to the Borrower with a status of Conditional and you then wait for the Borrower's response.

Note: The Conditional response requires you to describe the conditions using either a WCRS Fixed Note, a Lending Note or a Free-Form Text message. If you do not provide one of these you receive an error message when you attempt to update the request.

Request aging

Responding Conditional changes the status to Conditional for 4 system days. If the Borrower makes no response within this interval, the request is either:

  • Forwarded to the next Lender in the lender string with a status of Pending
  • Returned to the Borrower with a status of Unfilled (last Lender in the string)

Additional tasks

When responding Conditional, you can also perform the following on a request:

  • Apply an existing Lending Note
  • Enter Free-Form Text
  • Add an Alert message in the Alert field

Guidelines for Conditional

Because use of the Conditional status increases processing time, you should use this status only to resolve critical problems.

Recommended.  Use Conditional to notify the Borrower of circumstances such as:

  • Copyright compliance is missing for copy requests.
  • Prepayment is required, the Borrower's Maximum Cost is insufficient, or Lender prefers IFM.
  • Address information is insufficient.
  • Another edition of the item is available.
  • The requested item is noncirculating but a photocopy is available.
  • Additional location information is available ( if requested to do so by the Borrower).

Not recommended.  Responding Conditional is not appropriate:

  • To explain routine negative responses such as Item not on shelf, Item does not circulate, etc. Respond No and select an appropriate Reason for No.
  • To call attention to inappropriate interlibrary loan practices.

WCRS fixed note

WCRS provides all lenders with four fixed lending notes:

Fixed Note Description
Not found as cited * The identification information for this item is incomplete or incorrect.
Duplicate request A request for the same item from the same Borrower has already been received by this Lender.
Borrower concerns The Borrower is not in good standing with this Lender.
Lacks copyright * Borrower must indicate compliance with applicable copyright regulations or laws before copying can be done.

* Prior to July 2008 these were Reasons for No.

Lending note

A Lending Note is a set of stored information that is written into or applied to a request. The use of these notes saves keystrokes, reduces errors, and ensures consistency within WCRS requests.

Lending Notes are created and edited within the WorldCat Services Administrative Module, on the Resource Sharing > Staff ILL Settings > Saved Notes screen. Multiple different Lending Notes records can be created to fit various routine situations. You can create a maximum of 20 Conditional Saved Notes. For more information, see: section 5.2, "Staff ILL Settings".

Note that if your library has not created any Lending Notes, the drop-down list mentioned below does not appear on the Display screen. To apply a Lending Note:

  Action
1 Retrieve the request.
2 Select the Conditional radio button.
3 Select the down arrow at the right of the adjacent text box, then choose a Lending Note from the resulting drop-down list.
Result: The note appears in the free-text message box.
4 Optional. Edit the text in the free-text message box.
5 Optional. Supply Alert note if Borrower’s immediate attention is needed; for example, an incorrect citation.
6 Select the Update button.
Result:
  • The Confirmation screen appears, with this message:
    Record has been updated: [request identifier].
  • The request is returned to the Borrower with a status of Conditional.
Note: If you leave the Display screen before selecting the Update button your changes are lost.
7 Use the Redisplay Request  Redisplay Request icon icon to return to the request, or the Next arrow to view the next Pending request.

Free-form text

You may enter a free-form text message in the text box to the right of the Conditional radio button. Maximum length is 500 characters (including spaces).

Example Conditional response

This is the Lender's view of an example request after a Conditional response. Note the Lending Note in the Lending Information area.

Conditional request as seen by the Lender.

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