Working with Patron Accounts
Behind every ILL request is a person – a researcher racing against a deadline, a student exploring new ideas, or a faculty member advancing knowledge. The Staff Web Client's user management features help you serve these patrons effectively while maintaining the security and integrity of your ILL service. Let's explore how to work with patron accounts efficiently and thoughtfully.
Understanding the User Ecosystem
In ILLiad, "users" primarily means your patrons – the people requesting materials. But the system also manages staff accounts and, in some configurations, external users from partner institutions. Each type has different needs and privileges, but the management interface remains consistent, making it easy to work across user types.
Your institution defines user categories that reflect your community: faculty with extended loan periods, graduate students with research privileges, undergraduates with standard access, or community users with specific limitations. These categories aren't just labels – they drive automated policies for loan periods, fee structures, and service eligibility.
Finding the Right User
User management often starts with finding a specific patron. The Staff Web Client offers multiple search paths because patrons identify themselves differently – sometimes by name, sometimes by ID number, sometimes by that email they're "pretty sure they used to register."
Search Strategies That Work
The dedicated User Search interface is your power tool for finding patrons. Unlike quick searches, it lets you combine criteria and use partial matches. This flexibility proves invaluable when dealing with common names or uncertain information.
When searching by name, start with last names – they're more unique and less prone to variations. "Smith" might return hundreds of results, but "Smithfield" or even "Smi" with a first name narrows things quickly. The system handles name variations intelligently, often finding "McDonald" when you search "MacDonald."
Email searches require exact matches, but remember that patrons might have multiple addresses in the system. If the primary email search fails, they might have registered with a departmental address or updated their email without telling you.
Quick Access Methods
Sometimes you don't need to search – you're already looking at a request and need to check the patron's account. Click their username in any request view to jump directly to their profile. This context-switching saves time and maintains your workflow.
The toolbar's quick lookup excels when you have exact identifiers like usernames or barcodes. Scan a patron's ID card, and their profile appears instantly. No menus, no waiting – just immediate access to help them.
Navigating User Profiles
When you open a user profile, you're viewing a comprehensive service record. The tabbed interface organizes information logically, putting the most-needed details up front while keeping detailed history easily accessible.
The Summary Tells the Story
The Summary tab answers your immediate questions: Is this patron active? Can they submit requests? Do they owe fees? When did they last use the service? This bird's-eye view helps you quickly assess the situation before diving into specifics.
Account status indicators deserve special attention. "Active" means they can submit requests, while "Blocked" shows service restrictions. "Cleared" indicates copyright compliance, typically required annually. These statuses often explain why a patron is having problems or asking questions.
Detailed Information When You Need It
The Details tab contains complete contact and demographic information. Multiple addresses accommodate patrons who want office delivery during the semester but home delivery during breaks. Phone numbers might include office, mobile, and emergency contacts. This flexibility helps you provide personalized service.
The Requests tab shows both active and historical transactions. Seeing a patron's request patterns helps you provide better service. If they regularly request engineering journals, you might suggest relevant database resources. If they have multiple cancelled requests, you might offer search assistance.
Notes consolidate all communications and observations about this patron. Staff notes remain internal – perfect for documenting service issues or special circumstances. System notes track automatic events like login failures or password changes. This communication history proves invaluable when addressing problems or questions.
Editing User Information
Patron information changes constantly – new email addresses, department transfers, name changes, updated phone numbers. The edit function lets you keep profiles current while maintaining appropriate audit trails.
Making Thoughtful Updates
When editing profiles, accuracy matters more than speed. That email address will receive all notifications. That department code might determine lending privileges. That delivery address is where expensive materials will be sent.
Always verify changes with the patron when possible. If someone calls to update their email, send a test message while they're on the phone. If they report a department change, confirm the new code. These small verifications prevent larger problems later.
Document significant changes in notes. "Updated email per patron phone call 3/15" provides context for future staff. "Changed department from Biology to Chemistry per registrar update" explains privilege changes.
Managing Account Settings
Beyond contact information, you can modify account settings that affect service delivery. Notification preferences determine how patrons learn about their requests. Delivery options control where materials go. Status changes enable or restrict services.
Password resets deserve special mention. While patrons can often reset their own passwords, sometimes they need staff assistance. Always verify identity before resetting passwords – this protects both patron privacy and system security.
The Art of User Notes
Notes transform a database record into a service history. Good notes help colleagues understand past interactions, explain current situations, and provide better future service.
Writing Effective Notes
Effective notes balance completeness with conciseness. "Patron called" tells you nothing. "Patron called 3/15 about overdue fees – explained policy and set up payment plan" tells the whole story.
Use professional language even in internal notes. You never know when notes might be needed for policy discussions or problem resolution. "Patron was difficult" is less helpful than "Patron expressed frustration about cancellation policy – provided policy documentation and alternative resources."
Date significant interactions, especially for ongoing issues. "3/1: Blocked for overdue items. 3/5: Patron returned items. 3/6: Unblocked and notified" creates a clear timeline.
Different Notes for Different Purposes
Staff notes document internal observations and decisions. Use them for processing notes, service patterns, or special circumstances that affect how you handle requests.
Block notes require special care. When blocking a patron, clearly state why and what they need to do for reinstatement. "Blocked for $45 in overdue fines. Will unblock when paid in full" gives everyone clear information.
System notes appear automatically and can't be edited, but they provide valuable timestamps and audit trails. Review them when investigating problems or verifying patron claims about system issues.
Managing Access and Restrictions
Sometimes you need to restrict or restore patron access. The block and unblock functions handle this sensitively while maintaining service integrity.
Blocking with Purpose
Blocking should be purposeful, not punitive. Common reasons include overdue materials, unpaid fees, or expired eligibility. Whatever the reason, communicate it clearly to the patron and document it in the system.
When blocking, always include resolution requirements. "Blocked for overdue items – return items to restore access" is more helpful than just "Blocked." This clarity helps both patrons and staff work toward resolution.
Consider partial blocks when appropriate. Some systems allow blocking new requests while permitting renewals, or restricting certain material types while allowing others. Use the least restrictive option that addresses the issue.
Restoring Access Gracefully
When unblocking patrons, verify that the issue is truly resolved. If blocked for overdue items, confirm they're returned. If blocked for fees, verify payment. This prevents the frustration of premature unblocking followed by re-blocking.
Add a resolution note when unblocking. "Unblocked 3/15 – all items returned and fees paid" completes the story. This helps if questions arise later about why the patron was blocked or when access was restored.
Batch Operations for Efficiency
While individual attention is important, batch operations handle routine updates efficiently. End-of-semester clearing, graduation status changes, or department-wide updates process faster in batches.
Planning Batch Updates
Before running batch operations, clearly define your criteria. "All undergraduates with May graduation date" is specific enough to act on. "Students who might be graduating" is too vague for safe batch processing.
Always preview batch operations before executing them. Review the list of affected users. Check for exceptions that need individual handling. This preview step prevents unintended consequences.
Document batch operations thoroughly. Note what was done, when, why, and to whom. This documentation helps answer questions months later when someone asks why their status changed.
Mobile Interface Advantages
The mobile interface reimagines user management for touch devices. Profile information displays in a mobile-friendly format without sacrificing functionality. Swipe gestures and touch-optimized buttons make common tasks efficient even on phones.
Mobile excels for quick lookups and simple updates. Checking a patron's status at the service desk, updating contact information during a phone call, or adding notes while helping patrons – these tasks flow naturally on mobile devices.
Privacy and Service Balance
User management requires balancing service needs with privacy protection. Access patron information only for legitimate service purposes. Protect display screens from public view. Log out when leaving workstations.
Remember that patron information tells personal stories. Request histories reveal research interests. Address changes might indicate life transitions. Treat this information with the respect it deserves.
Building Better Service
Effective user management is about more than database maintenance – it's about enabling excellent service. Accurate profiles ensure notifications reach patrons. Clear notes help colleagues provide consistent service. Thoughtful policies respect patron needs while protecting resources.
Take time to understand your patron community. Learn the rhythm of your academic calendar. Recognize regular users and their needs. This knowledge, combined with the Staff Web Client's user management tools, helps you provide ILL service that truly serves your community.
The user management features amplify your ability to help patrons succeed in their research and learning. Master these tools, and you master a fundamental aspect of ILL service excellence.