ISO and I reap Lessons from Antipodean

ISO and I reap – Lessons from Antipodean implementations of the ISO-ILL protocol By Jillian Irwin and David Reid Presented with support from Fretwell-Downing Informatics

National Library of New Zealand • Next Generation National Library • New Zealanders connected with information important to all aspects of their lives • Te Puna Next Generation • Document delivery working group – Seamless location of information – Improved “get” function

National Library’s interloan roles • National Union Catalogue (Voyager) • Te Puna Interloan (VDX) – A tool for library staff – End-user testing • Largest supplier in NZ • Member of JSCI

Joint Standing Committee on Interloan • NLNZ & LIANZA membership • Permanent supervisory body • Formulates policy – – – • Oversees NZ Interloan Scheme Membership Compliance Reviews policy, performance and needs Monitors changing trends Initiates changes Interloan Billing System – third party agency

What makes for a good implementation? • A vision • A plan & communications • Testing • Task list • Post-implementation activity • Even more testing

Consequences for a national utility • Location maintenance and settings • Confidence – People – Knowledge and skills – Application robustness – The underlying protocol • Communication

University of Auckland Library • Established 1883 • NZ’s largest university • 40, 000 students • Over 21, 000 requests in 2004 • One of NZ’s largest suppliers • ILDS services to all staff & students • “One size fits all” policy

Why an ISO-ILL compliant package? • Improve services to customers • Streamline workflows • Reduce Library costs • To unite all electronic interloan processes in one package

Processes & issues • Web form for requests – No direct link to library’s catalogue – Unable to check progress of requests – Keeping patrons informed a low priority • Requests re-input to various systems – Double handling inefficient – Statistics gathering complex • Te Puna Interloan utility of choice – Relied on NUC for holdings – Inefficient, and unnecessary costs incurred

Expected benefits • A patron interface will – Improve services, streamline workflows, reduce costs – Patrons can check requests – Improve turnaround times • Library costs reduce – Double handling eliminated – Lower processing costs – Free staff for other roles

Auckland’s implementations • Supplier side approach • Te Puna Interloan – No difference to service – Minor change to look of requests – Staff-training needs minimal – Workloads initially more complex • 1500 requests remained live • Systems run in tandem • Billing information – Elimination of “own goals” – Simultaneous searching

Auckland’s implementations cont. • Kinetica Document Delivery – – – Te Puna Interloan a pre-requisite KDD July 2005 Complex and yet more straightforward 230 NZ locations, 580 Australian locations Duplicate symbols • Naming authorities, international standard – Service levels • Profiles – Charging • Charging regime – No existing requests, testing, location load errors

Auckland’s results • Integration of two national utilities • 800 potential suppliers • Seamless access to Australasian resources • Potential revenue stream

The future • Even more suppliers • Patron to supplier pathway • Te Puna gateway to KDD – Need to resolve billing issues • Other NZ implementations

Kinetica Document Delivery Z 39. 50 Transaction database ANUC Auckland catalogue ZNUC Te Puna Interloan Z 39. 50 Transaction database L 1 L 2 LS 3 Auckland VDX Z 39. 50 Transaction database L 3 LS 1 Commercial suppliers EU 1 EU 2 LS 1 LS 2

Conclusion • Plan thoroughly • Test methodically • Nurture specialist support • TEST AGAIN!