Document Delivery Workflow Overview
Welcome to document delivery—the service that transforms your library's collection into a personal research assistant for your patrons. Instead of waiting for materials from other libraries, document delivery taps into what you already have on your shelves, delivering articles and books directly to the people who need them.
What Makes Document Delivery Special?
Think of document delivery as interlibrary loan's speedy local cousin. While ILL reaches out to other libraries for materials, document delivery looks inward, using your own collection to fulfill requests quickly and efficiently. It's the difference between ordering takeout from across town and raiding your own well-stocked pantry.
This service shines brightest for several key groups. Faculty members love it when they need articles from journals in your collection but can't make it to the library between classes. Distance education students rely on it as their lifeline to physical materials they can't access in person. Researchers appreciate getting specific chapters without lugging entire volumes back to their offices. And for patrons with mobility challenges, it's not just convenient—it's essential.
The web client excels at managing your document delivery workflow, but when it comes to actual scanning and creating PDFs, you'll need additional tools. Most libraries use ILLiad's Electronic Delivery Utility or integrate with scanning solutions like Odyssey or Article Galaxy. Think of the web client as your workflow conductor, orchestrating the process while specialized tools handle the technical performance.
How Document Delivery Flows
The journey of a document delivery request follows a predictable path, and understanding this flow helps you provide better service at every step.
It starts when a patron submits a request—perhaps a faculty member needs an article for tomorrow's lecture, or a graduate student requires a specific chapter for their dissertation. That request lands in your queue, waiting for someone to retrieve the material.
Next comes the treasure hunt. Staff members head into the stacks with pull slips (printed or digital) to locate the requested items. Once found, materials move to processing, where articles get scanned or books prepared for delivery. Finally, the materials reach the patron—either through a secure download link for scanned articles or physical delivery for books.
Your Working Queues
Document delivery organizes work through specific queues that guide materials through each stage:
Awaiting Doc Del Stacks Searching is where new requests arrive, fresh and ready for retrieval. This is your starting point each day.
Awaiting Doc Del Processing holds successfully retrieved items that now need scanning or delivery preparation.
In Stacks Searching shows what's actively being hunted down in your collection—helpful for avoiding duplicate efforts.
Delivered to Web contains completed electronic deliveries, providing a satisfying view of fulfilled requests.
How Document Delivery Differs from Borrowing
If you're familiar with borrowing workflows, document delivery will feel both familiar and refreshingly different. Understanding these distinctions helps you leverage each service's strengths.
Your Collection, Your Control
The most fundamental difference? Everything happens in-house. You're not negotiating with other libraries, waiting for shipping, or wondering about another institution's policies. The materials are right there in your stacks, which means faster turnaround times and complete quality control. When a patron needs something urgently, you can often deliver it the same day—try doing that with traditional ILL!
Different Tools for Different Tasks
Instead of sending requests to other libraries, you're printing pull slips and heading to the stacks. Rather than receiving scanned articles from partners, you're doing the scanning yourself. Copyright compliance becomes an internal consideration rather than relying on another library's interpretation. And delivery logistics are entirely yours to manage—whether that's setting up pickup locations or coordinating campus mail delivery.
The Unique Challenges You'll Face
Document delivery brings its own set of puzzles to solve. Finding items in your stacks can be like a treasure hunt, especially with older materials or items that tend to wander. Managing scanning workloads requires balancing quality with speed—patrons want their articles quickly, but they also need them to be readable. Copyright compliance adds another layer of complexity, requiring you to track usage and ensure fair use guidelines are met. And coordinating different delivery methods means juggling pickup shelves, electronic delivery systems, and sometimes even campus mail runs.
Here's where ILLiad's integration shines: when you can't find an item locally, you can seamlessly convert that document delivery request into a borrowing request. Your patron still gets their material, and they don't need to start over with a new request. It's like having a backup plan that activates automatically.
Getting Around Document Delivery
Finding your way around document delivery is intuitive once you know where to look.
Your Daily Starting Point
When you're ready to work on document delivery, simply click "Document Delivery" in the sidebar navigation. You'll immediately see queue badges showing how many requests await at each stage—these colorful indicators give you an instant workload snapshot. Click any queue to dive in and start processing requests.
Mobile Magic in the Stacks
Here's where document delivery really shines: it's designed for mobility. Load up the interface on a tablet or smartphone, and suddenly your entire workflow becomes portable. View pull slips without printing a single page. Update request statuses the moment you find (or don't find) an item. Scan barcodes with your device's camera for quick verification. Even photograph damage or other issues for instant documentation.
This mobile optimization transforms what used to be a paper-heavy, desk-bound process into something fluid and efficient. You're updating information in real-time, right where the action happens.
The Features That Make It Work
Document delivery success relies on several key features working together seamlessly.
Pull Slip Excellence
The web client turns pull slip management from a chore into a smooth operation. Print entire batches of slips with a few clicks when you need paper copies. Or go paperless by viewing slips on mobile devices while you're in the stacks. Update statuses instantly—found, not found, damaged, wrong edition—with quick taps or clicks. Then route items to their next destination without returning to your desk.
Visual Workflow Management
The interface uses visual cues to keep you informed at a glance. Color-coded queue badges show workload distribution across different stages. Priority flags ensure rush requests never get buried. Age indicators highlight requests that have been waiting too long. And completion statistics let you track your productivity and celebrate successes.
Smart Integration Points
Document delivery doesn't work in isolation—it connects intelligently with other ILLiad functions. Can't find an item? Convert it to a borrowing request without starting over. The system automatically notifies patrons as their requests progress through each stage. If you charge for services, billing integration handles the financial side. And copyright tracking helps you stay compliant with fair use guidelines.
Remember, while the web client excels at managing your workflow, actual scanning happens through specialized tools. Most libraries use ILLiad's Electronic Delivery Utility, though some prefer Odyssey or cloud-based solutions like Article Galaxy. These tools integrate with your workflow, picking up where the web client hands off.
Types of Document Delivery Services
Document delivery isn't one-size-fits-all. Different patron needs call for different approaches, and understanding these service types helps you provide the right solution every time.
Article and Chapter Delivery
This is your bread and butter—patrons need specific articles from journals or particular chapters from books. You retrieve the physical item, scan the requested pages, and deliver them electronically via a secure download link. It's fast, convenient, and perfect for researchers who need just the relevant portions. Copyright compliance is built into the process, with the system tracking usage to ensure you stay within fair use guidelines.
Physical Book Retrieval
Sometimes patrons need the whole book, not just excerpts. Maybe they're comparing multiple chapters, need to see images in full quality, or simply prefer working with physical materials. You retrieve books from the stacks and either place them on a pickup shelf, deliver them to campus offices, or arrange home delivery for eligible patrons. When items are checked out, you can place recalls to get them back for document delivery requests.
Supporting Course Reserves
Faculty members often use document delivery to build course reserves. They request materials that multiple students will need, and you process these for electronic reserve systems. This might involve scanning entire chapters or articles that dozens of students will access throughout the semester. Copyright clearance becomes especially important here, as you're providing multiple copies for educational use.
Special Collections Access
Your rare books and special collections require delicate handling. These materials often can't leave the reading room and may be too fragile for scanning. Document delivery helps by coordinating supervised access appointments, ensuring patrons can use these materials while maintaining preservation standards. You become the bridge between researchers and irreplaceable materials.
Why the Web Client Makes Everything Better
Moving document delivery to the web isn't just about modernization—it delivers real, measurable improvements to your daily work.
Speed and Efficiency Multipliers
Tasks that once took multiple steps now happen with single clicks. Process entire batches of requests at once instead of handling them individually. Search for items while simultaneously updating their status. Complete routine operations in seconds rather than minutes. The time savings add up quickly, letting you serve more patrons without working harder.
Service Quality Improvements
Better tools lead to better service. Requests move through the workflow faster, reducing patron wait times. Real-time tracking means you always know a request's status—no more hunting through paper slips or wondering who has what. Enhanced communication features keep patrons informed automatically, reducing confusion and follow-up questions. Multiple delivery options let you meet patrons where they are, whether that's their office, home, or email inbox.
Work Where You Need To
The web client's flexibility transforms how and where you work. Process requests from any service desk, not just your dedicated ILL office. Update statuses while searching the stacks instead of making notes to enter later. Handle urgent requests from home during weather emergencies. Manage workflows from any computer without special software installations.
Mobile Processing: A Game Changer
The mobile experience deserves special attention because it fundamentally changes how document delivery works in practice.
Your Stacks Companion
Picture this: you're in the stacks with a tablet, working through today's requests. Pull slips appear on your screen—no printing needed. Find a book? Update its status with a tap. Can't locate something? Add a note about where you searched. Discover damage? Snap a photo for documentation. Everything happens in real-time, right where you're working.
Designed for Touch
The interface acknowledges that you're working on the go. Buttons are sized for easy tapping, even when you're balancing a tablet and stack of books. Swipe gestures let you move quickly between requests. The camera integration means barcode scanning and photo documentation happen instantly. And responsive design ensures everything works smoothly whether you're on a phone, tablet, or desktop.
If your library hasn't yet equipped stacks searchers with tablets, consider piloting this approach. Libraries report significant efficiency gains and cost savings from paperless pull slip processing. Plus, staff prefer the real-time updates and reduced paper handling.
Who Can Do What: Understanding Permissions
Document delivery permissions follow a logical progression from basic to advanced capabilities.
Getting Started: Standard Access
With basic document delivery permissions, you can handle the daily workflow essentials. View and process requests in all standard queues. Update statuses as you find items or encounter problems. Print pull slips for retrieval missions. These core permissions let you manage the fundamental document delivery workflow from start to finish.
Power User: Advanced Permissions
Advanced permissions unlock additional capabilities for experienced staff. Convert requests to borrowing when items aren't available locally. Cancel requests that can't be fulfilled. Modify request details when patrons provide updated information. Access billing features for fee-based services. Generate reports to track performance and identify trends. These permissions typically go to supervisors or senior staff members who handle exceptions and complex situations.
Maintaining Quality Standards
Excellence in document delivery isn't accidental—it comes from attention to detail and consistent standards.
Getting It Right Every Time
Accuracy forms the foundation of quality service. Retrieve exactly what patrons requested, verifying editions, volumes, and years. Double-check citations to ensure you're scanning the right article or chapter. Maintain scanning quality that produces readable, professional documents. Stay within copyright guidelines to protect your institution. Process requests promptly to meet patron deadlines.
Setting Service Expectations
Every library should establish clear service standards that balance patron needs with realistic capabilities. Set turnaround time goals—perhaps 24 hours for articles, 48 hours for books. Define minimum scan quality specifications to ensure readability. Establish delivery method preferences based on patron categories. Create communication protocols for delays or problems. Document problem resolution procedures so everyone handles issues consistently.
Your Document Delivery Journey Starts Here
Ready to dive into document delivery? These guides will walk you through each part of the process:
- Printing Pull Slips - Master the art of generating and managing retrieval lists
- Processing Local Requests - Learn the complete workflow from retrieval to delivery
- Electronic Delivery - Understand digital fulfillment options and best practices
While these guides cover the standard workflows, every library has its quirks. Your library might have custom pull slip routes based on your unique layout, special procedures for certain collections, or local delivery partnerships. Check with your supervisor for institution-specific documentation that complements these general guides.
Daily Best Practices That Make a Difference
Success in document delivery comes from consistent good habits:
Check your queues regularly throughout the day. New requests arrive constantly, and quick response times impress patrons.
Always prioritize rush requests. That faculty member really might need the article for this afternoon's class.
Update statuses immediately. Real-time information prevents duplicate work and keeps everyone informed.
Document everything unusual. If you can't find something, note where you looked. If something's damaged, describe the condition.
Communicate proactively about delays. Patrons appreciate knowing their request status, even if the news isn't ideal.
Keep copyright compliance in mind. Track what you're copying and stay within fair use guidelines.
Maintain consistent scan quality. Readable scans the first time save everyone frustration.
How Document Delivery Connects to Everything Else
Document delivery doesn't exist in isolation—it's part of ILLiad's integrated ecosystem.
The Borrowing Bridge
When you can't find items locally, the conversion to borrowing is seamless. All patron information transfers automatically, maintaining request history and preferences. Billing systems work across both services, simplifying fee management. Statistics combine to show your complete resource sharing picture.
Circulation Synergy
Check your catalog to see if items are available before searching. Place holds on checked-out items to retrieve them when returned. Initiate recalls for materials needed urgently. Track where items are throughout your building. This integration prevents wasted trips to the stacks and ensures efficient retrieval.
User Management Integration
Access complete patron request histories to understand their research needs. Check delivery preferences to ensure you're using their preferred method. Update contact information when you notice changes. Manage permissions for special patron categories. This holistic view helps you provide personalized service.
Your Next Steps in Document Delivery
You're now equipped with a solid understanding of document delivery. Ready to put it into practice? Start with these essential guides:
- Printing Pull Slips - Learn the retrieval process that starts every document delivery request
- Search Functionality - Master finding specific requests quickly when patrons call with questions
- Print Management - Customize pull slip templates to match your library's workflow
Each guide builds on what you've learned here, taking you deeper into the practical skills you'll use every day. Remember, document delivery is all about connecting your patrons with the materials they need from your own collection—and you're the key to making that connection happen.
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