Managing Requests from Start to Finish
Every ILL request tells a story – from a patron's initial need through final delivery and return. The Staff Web Client gives you the tools to shepherd each request through this journey efficiently, keeping patrons informed and materials moving. Let's explore how to make the most of these request management features.
Understanding the Request Lifecycle
Before diving into specific features, it's helpful to understand that every request, regardless of type, follows a predictable path. A patron submits a need, you process that need through various stages, and eventually the transaction completes. The request record captures this entire journey, creating a permanent record of decisions, actions, and communications.
This comprehensive record serves multiple purposes. It helps you answer patron questions months later, provides data for service improvements, and ensures continuity when multiple staff members handle the same request. Think of each request as a complete case file that travels with the item throughout its lifecycle.
Viewing Request Details
When you open a request, you're presented with a wealth of information organized into logical tabs. This isn't just data display – it's a workspace designed around how you actually process requests.
The Header Tells You What You Need First
The request header immediately shows the most critical information: transaction number, current status, and what type of request you're dealing with. Priority indicators and action buttons appear prominently, so you can quickly assess what needs to happen next.
This design recognizes that you often need to make quick decisions. Is this request urgent? What's its current status? What actions can I take? The header answers these questions before you dive into details.
Information Tabs Organize the Full Story
The tabbed interface groups related information logically:
Details Tab contains all the bibliographic information – what the patron wants and how they've described it. This includes titles, authors, publication details, and any special instructions. When troubleshooting why a request isn't finding lenders or why pricing seems high, this tab often holds the answers.
User Tab shows you who made the request and how to reach them. Beyond basic contact information, you'll see their department, status, and account standing. This context helps you make decisions – a faculty member's urgent research need might be handled differently than a undergraduate's general interest request.
History Tab is your audit trail, showing every action taken on this request. When a patron asks "What's happening with my request?", this tab provides the complete answer. You can see when it was submitted, who processed it, what decisions were made, and when status changes occurred.
Notes Tab consolidates all communications and observations about the request. Staff notes remain internal for your team's reference, while patron notes may be visible in their account. This separation lets you document processing challenges while maintaining professional patron communications.
Billing Tab tracks any charges associated with the request. Whether it's lending fees, copyright charges, or special shipping costs, you can see what's been charged, what's been paid, and what's still outstanding.
Editing Request Information
Sometimes request details need adjustment. Maybe a patron provided an incorrect ISBN, or you've found the correct edition after some research. The edit function lets you correct and enhance request information while maintaining a clear audit trail.
Making Thoughtful Edits
When you click Edit, the form becomes active and fields unlock based on your permissions and the request's current status. The system is smart about what can be edited when – you can't change fundamental details of a request that's already been shipped, for example.
As you edit, think about why you're making changes. Correcting obvious errors improves processing success. Adding information discovered during verification helps the next staff member. Updating special instructions based on patron clarification ensures proper handling.
Always document significant edits in the notes. Future staff (including future you) will appreciate understanding why changes were made. A simple note like "Corrected ISBN based on WorldCat verification" provides valuable context.
The Power of Accurate Data
Well-maintained request data pays dividends throughout processing. Accurate ISBNs help automated lender location. Complete citations reduce lending library confusion. Clear special instructions prevent delivery problems. Time spent improving data quality early saves much more time later.
Working with Notes
Notes are your communication lifeline – with patrons, with lending libraries, and with your own team. Using them effectively transforms request processing from a series of isolated actions into coordinated teamwork.
Different Notes for Different Audiences
Staff Notes are your internal workspace. Use them to document processing decisions, flag potential issues, or leave reminders for yourself. "Patron called about rush – explained normal timeline" or "First ISBN invalid, used second ISBN for searching" are perfect staff notes.
Patron Notes communicate directly with requesters. Keep these professional and informative. "Your request has been sent to a lending library. Expected delivery in 5-7 business days" gives patrons useful information without overwhelming detail.
System Notes appear automatically as you process requests. While you can't edit these, they provide valuable timestamp information about automated processes and status changes.
Note-Writing Best Practices
Good notes are concise but complete. "Patron contacted" is less helpful than "Patron emailed requesting rush processing for dissertation deadline 3/15."
Use professional language in all notes, even internal ones. You never know when notes might be needed for problem resolution or policy discussions.
Date significant events within your notes, especially for long-running requests. "3/1: Original lender unable to supply. 3/5: Found alternate lender" helps reconstruct timelines.
Essential Request Actions
The Staff Web Client provides numerous actions for managing requests, but some you'll use constantly:
Routing Requests
Moving requests between queues is fundamental to ILL workflows. When you route a request, you're not just changing its location – you're moving it to the next stage of processing and potentially assigning it to different staff members.
Understand your library's queue structure and routing rules. Some routing happens automatically based on status changes, while other moves require manual intervention. The system shows only valid routing options, preventing workflow errors.
Cancelling with Grace
Sometimes requests can't be filled. When cancelling, always provide a clear reason – both for the patron's understanding and for statistical tracking. "Not owned by lending libraries" is more informative than just "Cancelled."
Consider alternatives before cancelling. Can you suggest ILL purchase? Is there a freely available electronic version? A helpful cancellation note can turn disappointment into appreciation for your service effort.
Cloning for Efficiency
The clone feature shines when dealing with multi-volume sets, similar editions, or resubmissions. Rather than entering all information again, clone the existing request and modify only what's different.
Cloning preserves accuracy while saving time. All the verified bibliographic data carries over, reducing typo opportunities. Just remember to update volume numbers, edition information, or other varying details.
Understanding Request History
The History tab is more than a log – it's a powerful troubleshooting and training tool. Every action taken on a request appears here with timestamps and staff attribution.
When investigating problems, history tells you exactly what happened when. If a patron claims they never received notification, you can verify when and how notices were sent. If a request seems stalled, you can see its last activity.
History also helps with training and quality improvement. Reviewing successful request histories shows new staff members good processing patterns. Examining problematic requests reveals improvement opportunities.
Batch Processing for Efficiency
While individual request attention is important, batch processing similar requests saves significant time. The system lets you select multiple requests and apply common actions.
Smart Batching Strategies
Group requests heading to the same queue for bulk routing. Select all requests needing the same status update. Print shipping labels for multiple requests at once.
The key is identifying truly similar requests. Batch processing works best when all selected items need identical treatment. Mixed batches often require individual attention anyway, negating efficiency gains.
Maintaining Quality in Bulk
Batch processing shouldn't mean reduced attention to detail. Review your selection before applying actions. Verify that all selected requests truly need the same treatment. Add notes explaining bulk actions when appropriate.
Mobile Request Management
The mobile interface reimagines request management for touch devices without sacrificing functionality. Swipe gestures replace mouse clicks, making one-handed operation possible.
Swipe right on a request to approve or forward it. Swipe left for additional options. Long press to select multiple requests. These gestures become second nature quickly, allowing rapid processing even while away from your desk.
The mobile interface particularly excels for straightforward tasks like checking in returns or updating statuses. Complex editing is possible but often easier on desktop. Know your tools and use each where it excels.
Integration Points
Request management doesn't happen in isolation. The Staff Web Client integrates with other systems to streamline workflows:
Email integration lets you communicate with patrons and lenders without leaving the request. Messages sent through the system are automatically logged in request history.
Catalog links help verify holdings and availability. When a patron requests something you own, integrated catalog checking can catch this before processing begins.
Making Request Management Work for You
Efficient request management combines system knowledge with good judgment. Learn your institution's workflows and policies. Understand what your different queues represent and how requests should flow between them.
Develop consistent habits. Check certain queues at regular intervals. Process similar requests together. Keep notes current. These patterns create efficiency and reduce errors.
Remember that behind every request is a person with an information need. While efficiency matters, accuracy and service quality matter more. Take time to handle special circumstances appropriately. Add the extra note that will help a colleague. Double-check that ISBN before sending the request to lenders.
The request management features in the Staff Web Client are tools that amplify your expertise. They handle the mechanical tasks – tracking, routing, recording – so you can focus on the intellectual work of connecting patrons with the resources they need. Master these tools, and you master the core of ILL operations.