Managing Lending Shipments
You've found the requested items in your collection and updated their status—now it's time to get them safely into the hands of your borrowing partners. Shipping might seem like the simple part, but it's where good lending relationships are made or broken. This guide walks you through everything from printing labels to tracking packages, ensuring your materials arrive intact and on time.
Understanding Your Shipping Role
When you lend materials, you're not just sending books—you're representing your library to partners across the country (or world). Your shipping practices directly impact how quickly patrons get their materials and how likely other libraries are to borrow from you again.
What Great Shipping Looks Like
Excellence in shipping means packaging items so they survive their journey unscathed. It means including all the paperwork that makes returns smooth and hassle-free. It means shipping promptly so researchers don't lose momentum. It means providing tracking information so everyone knows where materials are. And ultimately, it means building trust with your borrowing partners through consistent, professional service.
Choosing Your Shipping Method
The shipping landscape offers many options, and choosing the right one depends on your specific situation. Regional library delivery services often provide the most cost-effective solution, especially if you're part of a consortial network. These trucks regularly route between member libraries, often at no direct cost for individual shipments.
USPS Library Mail remains the workhorse for many libraries—it's affordable and reliable, though not particularly fast. When speed matters, commercial carriers like UPS and FedEx offer guaranteed delivery times and comprehensive tracking. Local courier services can be perfect for nearby institutions. And for articles, electronic delivery eliminates shipping entirely, getting materials to patrons in hours instead of days.
Before defaulting to commercial shipping, investigate whether your borrowing partner participates in any delivery networks you belong to. Many libraries are members of multiple consortia, and free delivery options often exist that new staff don't know about. A quick check can save significant money over time.
Finding Your Way to the Shipping Queue
Getting to your shipping tasks is straightforward once you know where to look.
Your Shipping Command Center
Navigate to the Lending menu and click on "Shipping Labels"—this opens your shipping queue where all items ready for dispatch are waiting. The interface cleverly groups items by borrowing library, so you can immediately see that you have three books going to Harvard, two to Yale, and one to that small college library down the road.
The queue provides vital information at a glance. Rush items jump out with priority indicators because that researcher really does need the material for tomorrow's presentation. Age indicators show how long items have been waiting to ship—helpful for maintaining your turnaround time standards. And the borrower groupings mean you can efficiently batch shipments going to the same destination.
Shipping Goes Mobile
Here's where modern technology makes your life easier. Pull up the shipping queue on a tablet and suddenly you're not tied to a specific workstation. Print labels to any network printer from wherever you're packing. Update tracking information immediately after dropping off packages. Even photograph packaged items for documentation if needed.
This mobility is particularly valuable in larger libraries where your packing area might be far from your desk, or when you're processing shipments at different service points throughout the day.
Preparing Items for Their Journey
Before anything goes in a package, a few minutes of careful preparation prevents hours of problem-solving later.
The Pre-Flight Inspection
Think of this as your quality control moment. First, verify you're sending exactly what was requested. Double-check that title, edition, and volume number against the request—sending volume 2 when they need volume 3 wastes everyone's time and money. If it's a multi-part item, ensure all pieces are present and accounted for.
Next, assess the item's condition. This isn't about finding fault; it's about protection. Document any existing damage with quick notes or photos. That coffee stain on page 47? Note it now so you're not blamed later. The slightly loose binding? Document it so the borrowing library handles the item appropriately. This protects both the item and your library's reputation.
Finally, prepare the item for travel. Remove any patron hold slips or internal routing flags—you don't want your internal processes visible to other libraries. If the item needs extra protection, add a clear book cover or protective wrapper. For items with loose parts (like CDs with books), secure everything together so nothing gets lost in transit.
The Paperwork That Matters
Every shipment needs documentation, and each piece serves a purpose. The ILL band or strap wraps around the item, displaying essential information like transaction number and due date—it's the first thing the receiving library sees.
But here's the crucial piece many forget: the return shipping label. This pre-addressed label with your library's correct mailing address is your insurance policy for getting items back. Tuck it inside the front cover or in an envelope taped to the item. Without it, your materials might end up in limbo at the borrowing library.
Include a packing slip listing what's in the shipment, especially for multi-volume sets. And if there are special conditions—like "in-library use only" or "no renewals"—make these crystal clear in a note with the shipment.
That return label needs your complete, current mailing address—not just your library's name. Many universities have multiple libraries, and "Main Library" doesn't help when there are five campuses. Include department names, building names, and any special routing codes your mailroom requires.
Creating Professional Shipping Labels
Good labels are more than addresses—they're your communication tool with shipping services and receiving libraries.
Printing Labels One at a Time
When shipping individual items, start by clicking on the transaction number to open the full request details. Take a moment to review the shipping address—you'd be surprised how often institutions update their addresses or have multiple shipping locations. What looks right might route to the wrong campus.
Click "Print Shipping Label" and you'll see template options. Choose the one that fits your needs, but always preview before printing. This preview moment catches those frustrating errors—the cut-off ZIP code, the missing suite number, the template that puts text outside your label boundaries.
Your label should display all the essentials: the borrower's complete address, your return address (yes, even on the outside label), space for tracking numbers, and the transaction number for easy identification. Think of it as a mini-dashboard for your shipment.
Batch Printing for Efficiency
When you have multiple items heading to the same library, batch printing saves significant time. The system intelligently groups items by destination, but always verify the addresses match—sometimes the same institution has different departments requesting through separate accounts with different addresses.
Select all items going to that borrower and double-check your count. Three books to Princeton? Make sure you're printing three labels. The system can print consolidated labels for multiple items in one shipment or individual labels for separate packages—choose based on how you're packing.
Customizing Your Label Templates
ILLiad's label templates are surprisingly flexible. You can adjust address formatting to match your label stock, include barcodes for institutions that use them, add prominent tracking number fields, highlight special handling needs, and make rush indicators impossible to miss. Work with your Staff Manager to customize templates that match your workflow and shipping supplies.
The Art and Science of Packaging
How you package items can mean the difference between materials arriving pristine or damaged—and between maintaining or losing good lending relationships.
Everyday Packaging That Works
For most lending shipments, choosing the right container is your first critical decision. Thin items like single journals or pamphlets travel well in padded envelopes—they're economical and provide adequate protection. When shipping multiple items or thick books, boxes offer better protection and stack more securely in transit. For anything fragile or irreplaceable, rigid mailers provide maximum protection despite the higher cost.
Once you've chosen your container, focus on protection. Wrap items in bubble wrap, paying special attention to corners that tend to get bumped. Add padding material to prevent any movement inside the package—items that can't move can't get damaged. A book sliding around in a too-large box is asking for bent corners or worse. Seal everything securely with quality packing tape, not just scotch tape that might fail in transit.
Label placement matters more than you might think. Put the shipping label on the largest flat surface where it won't wrap around edges. That return label goes inside—tucked in the front cover or in a document pocket attached to the wrapping. Cover labels with clear tape to protect them from moisture and handling. And make sure that address is completely visible, not obscured by tape or package seams.
When Items Need Extra TLC
Some materials demand special handling, and your packaging should reflect their needs.
Rare and Fragile Books require the VIP treatment. Use rigid containers that won't compress, even if stacked under heavy packages. Wrap these treasures in extra bubble wrap, creating a cushioned nest. Add "FRAGILE" stickers liberally—on multiple sides so handlers can't miss them. And seriously consider insurance for items that would be difficult or impossible to replace.
Media Materials have their own challenges. DVDs and CDs need protective cases to prevent scratching. Temperature-sensitive items might need insulation during extreme weather. Add handling warnings for materials that could be damaged by security scanners or magnetic fields.
Multi-Volume Sets require strategic thinking. Keep all volumes together in one package when possible—separated sets often mean one volume goes missing. Number each volume clearly on the outside wrapping. Include a detailed list of what's in the package. And secure everything so volumes won't bang against each other during shipping.
Running out of packaging materials during a busy shipping day is frustrating and delays service. Keep adequate supplies of various sizes and types on hand. Quality packaging materials are a small investment compared to the cost of replacing damaged items or losing lending partners' trust.
Making the Shipment Happen
With your items properly packaged and labeled, you're ready for the actual shipping process.
The Standard Shipping Flow
First, complete your packaging following all the guidelines we've covered. Double-check that all paperwork is included and the package is sealed securely—this is your last chance to catch any missing pieces.
Next, apply the appropriate postage or shipping label for your chosen method. Make sure you're using adequate postage (nothing's more embarrassing than having packages returned for insufficient postage). If using a trackable service, carefully affix the tracking label where it can be scanned easily.
The crucial final step is updating ILLiad. Mark the item as "Shipped" in the system, which moves it to the appropriate queue and triggers borrower notifications. Add the tracking number immediately while you have it in hand—don't plan to "come back and add it later" because later rarely comes. Record the actual ship date, especially important for gathering accurate turnaround statistics.
Your shipped items queue provides a satisfying view of completed work and helps track lending patterns
When Rush Really Means Rush
Priority requests require special handling from start to finish. Choose expedited shipping options—overnight, priority mail, or express services depending on the urgency and distance. The extra cost is usually worth maintaining good relationships with borrowing partners who have urgent patron needs.
Make the rush status unmistakable. Use bright "RUSH" stickers on multiple sides of the package. Highlight the address label with colorful markers. Some libraries even use different colored envelopes or boxes for rush shipments. The goal is making sure everyone who handles the package knows it's time-sensitive.
Always use tracking for rush shipments—no exceptions. Enter the tracking number in ILLiad immediately and consider sending it directly to your borrowing partner via email. Monitor the delivery progress and be ready to intervene if the package stalls somewhere.
Electronic Delivery: The Instant Option
When articles can be scanned and delivered electronically, you eliminate shipping time entirely. Prepare files in PDF format with clear, readable quality—check that all requested pages are included and properly oriented. Nobody wants to crane their neck to read a sideways scan.
Upload files to your agreed-upon delivery platform, whether that's ILLiad's electronic delivery system, Odyssey, Article Exchange, or another service. Send any necessary access information to the borrowing library. Then update the request status to show electronic delivery is complete, noting which platform you used. Good documentation helps if questions arise later.
Keeping Track of Everything
Good documentation is your safety net when questions arise weeks later about a shipment.
What to Record and Why
Every shipment needs a paper trail—or rather, a digital one. Always document the ship date and time (helpful when investigating delays), all tracking numbers (your proof of shipping), the shipping method used (explains delivery timeframes), number of packages if multiple (prevents "missing box" claims), and any special handling notes (documents unusual circumstances).
This information serves multiple purposes. It helps you answer borrower inquiries quickly. It provides evidence if items go missing. It helps identify patterns in shipping problems. And it demonstrates your professionalism in managing lending operations.
Making Technology Work for You
The web client's tracking integration eliminates much of the tedious documentation work. Enter tracking numbers directly into the system where they're linked to specific requests. Monitor delivery status without leaving ILLiad. Receive alerts about delivery problems or delays. Generate reports showing your shipping performance.
For batch shipments, the system really shines. Select all the items you just shipped, enter their tracking numbers in sequence, update all statuses simultaneously, and generate reports for your records or billing purposes. What used to take 30 minutes of individual updates now takes 3.
Most smartphones can scan tracking barcodes directly into ILLiad's tracking fields. This eliminates transcription errors and speeds up the process significantly. Your IT department can help set this up if it's not already configured.
Navigating International Shipments
International lending adds layers of complexity, but it's also where resource sharing truly shines—helping researchers access materials from around the globe.
What Makes International Different
When your package crosses borders, everything becomes more complicated. Customs forms are mandatory, and filling them out incorrectly can delay shipments for weeks. Transit times stretch from days to weeks, depending on destination and customs processing. Costs jump significantly—sometimes a $40 shipping charge for a $30 book. And insurance becomes less optional and more essential when replacement would require international negotiations.
The Documentation Marathon
International packages need paperwork that domestic shipments don't. The customs declaration must accurately describe contents ("Book" is too vague; "Academic textbook on molecular biology" works better). Some countries require invoices showing value, even for loans. Your contents description should be detailed enough for customs officials who don't speak English as their first language. And those return instructions? They need to be crystal clear about international shipping requirements.
Making International Shipping Work
Success with international lending comes from smart practices. Always use trackable services—losing a package internationally is a nightmare. Package items like they're going on a rough journey, because they are. Build extra time into your expectations and communicate realistic timelines to borrowers. When delays happen (not if, when), proactive communication maintains those important international relationships.
Managing the Money Side
Shipping costs can quickly eat into budgets if not carefully managed. Here's how to keep expenses under control while maintaining service quality.
Tracking Where the Money Goes
Understanding your shipping expenses starts with good tracking. Monitor costs by borrower to identify your expensive partnerships. Track costs by shipping method to see if that "faster" option is worth the premium. Watch monthly totals to spot trends and seasonal patterns. And always check budget compliance before it becomes a year-end surprise.
This data tells important stories. Maybe 80% of your shipping costs go to 20% of your borrowers—information that might justify joining a consortium with those libraries. Or perhaps express shipping for non-rush items is quietly draining your budget.
Getting Money Back
Several strategies can offset shipping costs. Direct billing to borrowers works when policies allow, though many libraries prefer reciprocal agreements—"we won't charge you if you don't charge us." Consortium agreements often include shipping coverage as a member benefit. And don't forget about internal funding—some academic departments will cover shipping for materials supporting their research.
Smart Strategies for Saving
Cost reduction doesn't mean service reduction. Batch shipments to the same destination whenever possible—two packages cost more than one. Maximize consortial delivery services that you're already paying for through membership. Negotiate rates with commercial carriers based on your volume. And use efficient packaging that protects without excess—oversized boxes cost more to ship.
Maintaining Shipping Excellence
Quality control in shipping isn't about perfection—it's about consistency and continuous improvement.
Setting Your Standards
Establish clear standards that everyone follows. Every package should be secure enough to survive rough handling. All paperwork must be complete and properly placed. Items should ship within your stated timeframe (usually 24-48 hours). And tracking information must be accurately recorded for every shipment.
These aren't arbitrary rules—they're the foundation of reliable service that builds trust with borrowing partners.
Learning from Common Mistakes
Even experienced staff make shipping errors, but recognizing common pitfalls helps avoid them. Missing return labels cause the most headaches—items sit at borrowing libraries because staff don't know where to send them. Inadequate packaging leads to damage claims and relationship strain. Wrong addresses waste time, money, and patience. And missing tracking information leaves everyone blind when problems arise.
Measuring Your Performance
Track key metrics to spot problems before they become patterns. Monitor your average ship time from retrieval to dispatch. Calculate damage rates to identify packaging problems. Track delivery success rates by carrier and method. And watch your cost per item to ensure efficiency.
These numbers tell you where to focus improvement efforts and demonstrate your value to administration.
Daily Practices for Shipping Success
Establishing solid routines transforms shipping from a chore into a smooth operation.
Building Your Daily Rhythm
Start each morning by processing yesterday's retrieved items. This prevents backlog and ensures consistent turnaround times. Print all labels for the morning's work in one batch—it's more efficient than printing individually. Then package systematically, perhaps organizing by shipping method or destination to maintain focus.
Throughout the day, maintain momentum. Ship items as they're ready rather than waiting for day's end. Update statuses immediately after shipping while details are fresh. Add tracking numbers as you apply them—not later. This real-time approach prevents errors and forgotten updates.
Before leaving, ensure all packaged items actually shipped. Record any remaining tracking numbers. And set up tomorrow's success by checking supply levels and pre-staging any items ready for packaging.
Pro Tips from the Trenches
Experienced shippers develop strategies that save time and prevent problems:
Pre-print return labels during slower periods, creating a ready supply for busy times.
Batch similar items together—five books to the same library pack faster than switching between destinations.
Keep supplies stocked and organized so you never pause mid-packaging to hunt for tape.
Use shipping templates in ILLiad to standardize label formats and reduce setup time.
Maintain an address book of frequent borrowers with verified, current addresses.
Track everything because "I'm pretty sure I shipped it" doesn't resolve disputes.
Excellence as Standard Practice
Service excellence comes from consistency. Ship within 24-48 hours of retrieval—your borrowing partners count on predictable turnaround. Package professionally because your shipments represent your library. Communicate promptly about any problems or delays. Follow up on issues until they're resolved. And always remember: you're building relationships, not just shipping books.
Troubleshooting Common Shipping Headaches
Even the best systems hiccup occasionally. Here's how to handle the most common shipping challenges.
When Labels Won't Cooperate
Nothing's more frustrating than a deadline approaching and your labels won't print. Start with the basics: check that your printer is actually connected and has paper. Verify you're using the correct label template for your label stock. Sometimes switching browsers resolves mysterious printing issues—what fails in Chrome might work perfectly in Firefox. And always save labels as PDFs for backup printing options.
Solving Address Mysteries
Address problems usually surface at the worst possible times. When an address seems wrong, first verify it in your borrower directory or OCLC policies. Check if the institution recently updated their shipping address—this happens more often than you'd think. When in doubt, contact the borrowing library directly. And keep alternate addresses on file for frequent borrowers who sometimes ship to different locations.
Tracking Troubles
When tracking numbers don't work, stay calm and systematic. First, confirm you entered the number correctly—transposed digits are common. Check the carrier's website directly, as ILLiad sometimes lags behind carrier updates. Remember that tracking numbers often need processing time before they're active in the system. If a package genuinely seems stalled, follow up with the carrier promptly.
Expanding Your Lending Expertise
You've mastered the shipping process—now expand your skills with these related guides:
- Secondary Processing - Handle renewals, recalls, and other special situations
- Circulation - Understand how lending connects to broader circulation workflows
- Print Management - Customize your label templates for maximum efficiency
Remember, great shipping is about more than getting packages out the door. It's about representing your library professionally, building strong partnerships, and ensuring researchers get the materials they need. Every well-packed shipment strengthens the global resource sharing network that makes modern research possible.
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