Processing ILL Renewals
Renewals are where the unique nature of interlibrary loan really shows itself. Unlike your own collection where you set the rules, ILL renewals require a delicate dance between what your patron needs and what the lending library will allow. Let's walk through how to handle these requests smoothly and keep everyone happy.
What Makes ILL Renewals Different
When a patron asks to renew an ILL item, you can't just click a button and extend the due date like you would with your own materials. Every renewal requires approval from the lending library - they still own the item, after all. This means building in time for communication and being prepared for "no" as an answer.
Most libraries limit renewals more strictly for ILL than for their own patrons. You'll commonly see policies like one renewal only, specific renewal periods (often just two weeks), restrictions on certain material types, or renewals limited to faculty and graduate students. Some libraries evaluate each renewal request individually, considering factors like local demand for the item.
The key is managing expectations. When patrons first receive ILL materials, let them know renewals aren't guaranteed. This prevents disappointment later and encourages them to prioritize their reading.
Take a moment to check the lending library's renewal policy before telling a patron "sure, we can renew that." Each library's policies are different, and some are quite restrictive. The ILL community maintains these relationships on trust - respecting policies is crucial.
How Renewal Requests Begin
Renewal requests reach you through various channels. Some patrons stop by the desk with the item in hand, asking for "just another week." Others send emails, often at the last minute. Phone calls come in, sometimes frantically, when patrons realize the due date is tomorrow. The most organized patrons use your online renewal request form, if you offer one. And increasingly, patrons respond to your automated due-date reminders by requesting renewals.
Timing Is Everything
The sweet spot for processing renewals is about 3-5 days before the due date. This gives you time to contact the lender and receive a response while still leaving the patron some reading time if approved. Processing too early can be problematic - some lenders won't consider renewals until items are close to due. Processing too late risks the item going overdue while you wait for a response.
Remember that lending libraries operate on their schedules, not yours. A renewal request sent Friday afternoon might not get attention until Monday or Tuesday. Build this reality into your patron communications. When someone requests a renewal the day before it's due, be honest about the timeline constraints.
Processing Renewal Requests Step by Step
Finding the Request
You have several ways to access the item that needs renewing. If the patron brings the physical item, simply scan the barcode - the system will pull up the request automatically. For remote requests (email or phone), search by the patron's name or the transaction number if they provided it. If you've configured patron-initiated renewals, you'll find these waiting in your renewal queue, ready for batch processing.
The Staff Web Client makes this initial step smooth. The system recognizes what you're trying to do and presents the appropriate options based on the item's current status.
Checking If Renewal Is Possible
Before you can submit a renewal request, both you and the system need to verify it's actually possible. The system automatically checks whether this item has been renewed before (remember, many lenders allow only one renewal), whether the lender has indicated renewals are acceptable, whether the item is in the correct status for renewal, and whether your institutional policies allow this renewal.
But don't rely solely on the system checks. Take a moment to read any notes from the lender - they might have added special conditions. Review the borrowing correspondence for any red flags. Check that the patron is in good standing (you probably don't want to request renewals for patrons with multiple overdue items).
Submitting the Request
Once you've confirmed a renewal is possible, the actual submission is straightforward. Click the Renew button either in the request details or from your circulation module. The system will propose a new due date based on your configured renewal period - typically two or three weeks from the current due date. You can adjust this if needed, but staying within standard periods improves your approval chances.
Here's where a little extra effort pays off: add a note explaining why the patron needs the renewal. "Patron needs two more weeks to complete dissertation chapter" or "Faculty member using for course preparation" gives the lender context. These human touches often make the difference between approval and denial.
Once you submit, the system sends the request to the lender (usually through OCLC) and updates the item's status. Now you wait for the response.
Lending libraries are staffed by people just like you. When they see a renewal request with a compelling reason, they're often willing to be flexible even if their stated policy is restrictive. Always include the "why" when you can.
Handling Renewal Responses
When Good News Arrives
The happy path is when a renewal gets approved. The system automatically updates with the new due date and moves the item to "Awaiting Renewal OK Processing" (for first renewals). Your job is to review the lender's response - they might have approved a different period than you requested or added conditions.
Communicate the good news to your patron promptly. A simple email works: "Good news! Your renewal for [title] has been approved. The new due date is [date]. Please note this is typically the only renewal allowed for ILL materials." If the lender added any conditions, make those crystal clear.
Don't forget to update any paper records or date due slips if your library uses them. Some libraries print new receipts for patrons to keep with the book. The system logs everything automatically, but these physical reminders help patrons remember the new date.
When the Answer Is No
Renewal denials require more finesse. First, understand why the lender said no. Common reasons include their policy simply doesn't allow renewals, another patron at their institution needs the item, you've already had the maximum number of renewals, or they need it for course reserves or other institutional needs.
Contact your patron immediately - don't let them discover the denial when the item becomes overdue. Your message should be empathetic but clear: "I'm sorry, but the lending library was unable to approve your renewal request for [title]. The item must be returned by the original due date of [date]. If you still need the item after returning it, we can submit a new request, though there may be a waiting period."
Start preparing for the item's return. Flag it in your system so everyone knows it must come back. If you print return labels in advance, get those ready. Monitor the due date closely - denied renewals have a higher risk of going overdue because patrons may be scrambling to finish their reading.
Renewals on Mobile Devices
The Staff Web Client shines when processing renewals on mobile devices. The renewal button is prominently displayed and sized for easy tapping. Status information is clear and readable at a glance. The note field expands smoothly for touch keyboard entry. Everything you need is accessible without excessive scrolling or pinching.
This mobile optimization means you can handle renewal requests wherever you are. Process them at the circulation desk while helping other patrons, during a consultation when a faculty member asks about extending their loan, from your office when working through email requests, or while handling other tasks around the library. The flexibility keeps your workflow moving.
The system provides immediate feedback on mobile just as on desktop. Status changes appear instantly, patron notifications go out automatically if configured, and your renewal queue updates in real-time. Your colleagues see the updates immediately, preventing duplicate work.
Unlike some circulation tasks that can queue offline, renewal requests need an active internet connection to communicate with lending libraries. Make sure you have solid WiFi or cellular data before processing renewals on mobile.
Handling Special Situations
The Last-Minute Panic
We've all been there - a frantic patron appears an hour before closing, desperate for a renewal on an item due tomorrow. First, assess whether this is truly urgent. Is it for a dissertation defense tomorrow? A grant application deadline? Or just poor planning? For genuine emergencies, you have options.
Break out the phone and call the lending library directly. Email might not be seen in time. Explain the situation honestly - librarians understand academic deadlines. Ask if they can give you a quick answer. If they can't approve a full renewal, sometimes they'll grant a few days' grace period.
If renewal isn't possible, explore alternatives. Can you scan a crucial chapter (within copyright limits)? Can you submit a new request immediately so there's minimal gap? Is the item available for purchase as a rush order? Sometimes these band-aid solutions save the day.
Renewals with Strings Attached
Sometimes lenders approve renewals but with conditions. You might get a shorter period than requested - one week instead of three. They might say "final renewal, absolutely no more extensions." They might specify an exact return date tied to their semester's end. Or they might restrict use - "in-library use only for the renewal period."
When you receive conditional approvals, clear communication becomes critical. Don't just tell the patron "your renewal was approved" - spell out every restriction. Put it in writing. Set reminders in your system for any specific dates. Make sure circulation desk staff know about any use restrictions. These conditions are non-negotiable; violating them damages your library's reputation.
When Items Get Recalled Mid-Renewal
The most challenging situation is when a lender recalls an item during the renewal period. Their patron needs it back, and ILL courtesy demands compliance. Your patron, who thought they had extra time, now faces an immediate deadline.
Speed is essential here. Contact your patron through every available channel - email, phone, text if you have it. Explain that the lending library needs the item back immediately for their own patron. Most people understand when you frame it this way. Arrange for the quickest possible return - can they bring it in today? Tomorrow morning?
Document everything meticulously. Note when you contacted the patron, how they responded, and when they promise to return it. If they don't respond quickly, escalate to supervisors. A recalled item that goes overdue is a serious breach of ILL etiquette.
Processing Multiple Renewals Efficiently
When several items need renewing, batch processing saves significant time. Look for natural groupings - items due the same day, multiple items for the same patron, or items from lenders with similar policies. The system lets you select multiple items and submit renewal requests together.
The Staff Web Client supports batch operations elegantly. Use multi-select to choose your items, then apply the renewal action to all selected. The system sends individual requests to each lender but manages them as a group for you. You can add the same note to all requests if appropriate, or customize each one.
The trick is tracking responses when they come back at different times. Some lenders respond within hours, others take days. Create a simple spreadsheet or use the system's reporting features to monitor which requests have been answered. As responses arrive, update patrons promptly - don't wait until all responses are in unless the items are all for the same person.
Mastering Renewal Communications
Talking with Your Patrons
The key to smooth renewals is setting expectations from the start. When patrons first receive ILL materials, take a moment to explain that renewals work differently than for regular library books. They're not guaranteed, require approval from the owning library, and need several days to process. This upfront clarity prevents disappointment later.
When patrons request renewals, acknowledge their request immediately, even if you can't process it right away. "I've received your renewal request for [title] and will submit it to the lending library today. You should hear back within 2-3 business days." This simple acknowledgment reduces anxiety and follow-up emails.
Keep your tone helpful and understanding throughout the process. Remember, patrons don't always understand why ILL works differently. When delivering bad news about denied renewals, acknowledge their frustration while explaining the constraints. Always offer alternatives when possible - it shows you're on their side.
Working with Lending Libraries
Your relationships with lending libraries are professional partnerships. When requesting renewals, be clear and concise. State what you need, provide relevant context (especially for rush requests), and always respect their policies. A simple "We would appreciate your consideration of this renewal request" goes a long way.
Respond to lenders promptly when they contact you. If they approve with conditions, acknowledge that you understand and will comply. If they need clarification, provide it quickly. Thank them for approvals - these small courtesies build goodwill that benefits your patrons in the long run.
Learning from Your Renewal Data
The Staff Web Client tracks extensive data about renewals, and smart libraries use this information to improve service. Monitor your basic metrics: how many renewal requests you process, what percentage get approved, how long the process takes, and whether patrons are satisfied with the service.
Look deeper for patterns that inform policy. Are certain lenders consistently denying renewals? Maybe stop promising patrons those are possible. Do renewals spike at certain times of the semester? Staff accordingly. Are faculty renewals approved more often than undergraduate requests? This might influence how you allocate your renewal efforts.
Use these insights to refine your processes. If data shows renewals requested more than 5 days before due dates have higher approval rates, encourage patrons to request early. If certain types of materials rarely get renewed, set patron expectations accordingly. Share successful renewal strategies with your team so everyone benefits from collective learning.
Troubleshooting Renewal Problems
When Things Don't Work as Expected
If the renewal button isn't appearing where it should, first check that the item is in the correct status - it needs to be "Checked Out to Customer." Verify you have the necessary permissions for renewal processing. Review whether renewals are allowed for this specific item (check the "Allow Renewals?" field). If everything looks correct but the button's still missing, it's time to contact support.
When lenders don't respond to renewal requests within a reasonable time (2-3 business days), take action. Verify you have current contact information. Resend the request with a note about it being a second attempt. If still no response, pick up the phone or send a direct email. Set a deadline for response - your patron needs an answer.
System errors happen, usually at the worst possible times. Start with the basics: verify your internet connection is stable, clear your browser cache, try a different browser. If problems persist, report them immediately while documenting the error messages.
Creative Solutions When Technology Fails
Sometimes you need to work around the system. If electronic renewal requests aren't going through, contact the lender directly by phone or email. Document everything manually - what you requested, when, and what response you received. Update the system records as soon as it's working again. Most importantly, keep your patron informed about what's happening and what you're doing to resolve it.
Excellence in Renewal Processing
Success with renewals comes from proactive management. Monitor due dates actively rather than waiting for patrons to ask. When you see items approaching due dates, especially for your regular users, reach out proactively: "I noticed your ILL book is due next week. Would you like me to request a renewal?" This level of service builds tremendous goodwill.
Document everything clearly. Every renewal request, every lender response, every patron communication should be recorded. This protects everyone and provides valuable data for service improvement. Future staff (or future you) will appreciate detailed notes when questions arise later.
Keep your focus on patron needs while respecting lender requirements. Understand why patrons need renewals, provide realistic options, communicate status clearly, and always follow through on promises. When you can't deliver what they want, work hard to find alternatives.
Process renewal requests the same day they're received whenever possible. Set realistic expectations based on your experience with different lenders. Always offer alternatives when renewals aren't possible. Maintain positive relationships with both patrons and lenders. Learn from each denial to better predict future outcomes.
Keep Building Your Skills
Ready to master more circulation features? These guides will expand your expertise:
- Item Tracking - Learn to monitor checked-out items and prevent overdues
- Mobile Circulation - Take your renewal processing anywhere with tablets
- Request Management - Discover advanced features for complex situations
Remember, every renewal request is an opportunity to provide excellent service. Whether you're delivering good news about an approved extension or helping a patron work around a denial, your professionalism and creativity make the difference. Happy renewing!
| Previous | Current | Next |
|---|---|---|
| Check In & Check Out | Processing Renewals | Item Tracking |