Created by Courtney Crummett and Resource Sharing Staff
March 2016
Context: I created this document based on findings from the Chat Assessment. The most frequently asked questions related to finding known items, reference help in management and social sciences, and questions related to our document services.
Additionally, Chat staff reported that they wanted more training. This document is intended to give you a detailed narrative regarding several of the most frequently asked questions. Some examples include “I requested a book, where is it?” or “The MIT book is out, how do I get it?” and so forth.
This documentation is not intended for you to share explicitly with the chat users; instead it is a reference for you. I would recommend you review this and try the different services out so that you become more familiar with the processes behind them.
This documentation is not intended to replace any referral to these services using the various established mechanism we all know well (quick referral, CIRC FAQ, ILB FAQ, etc).
Questions to consider asking the chat user:
MIT LIBRARIES ITEMS & YOUR ACCOUNT
Check the status of request or hold through Your Account. You can send users the Your Account link (libraries.mit.edu/barton-account) from the shortcut URL page (http://libraries.mit.edu/about/shortcuts/) OR direct them to the Account link (icon of person’s head) at the top header of most MIT libraries webpages. Both options will authenticate them and take them to their Your Account.
For MIT Libraries items that you have requested or put on hold, use Your Account to check the status. Login to Your Account and click on the "view requests" to check the request status. If you have requested an item that is already checked out to someone else, and you are the only one in the queue, the item should be available to you within 2 weeks of the date you requested, if the previous borrower returns it on time. Your place in the queue and the due date is available in Your Account.
Deleting a hold in Your Account
If someone wants to delete a hold, they need to email circulation@mit.edu
NON-MIT ITEMS & WORLDCAT
Use Worldcat (libraries.mit.edu/worldcat) to get print books that we don’t own through Borrow Direct (BD) or ILB (Illiad). No e-books or PDFs can be requested through WorldCat.
Loan options (BD or ILLiad) are displayed in the results view of a WorldCat search. This info is located at the bottom of the short display in the results list in green type as “Libraries that own this item.” For e.g.: Libraries that own this item: Borrow Direct or Libraries that own this item: WorldCat Libraries. The WorldCat Libraries option directs you to Illiad.
Libraries that own this item: Borrow Direct
You will see the blue “request from Borrow Direct (3-4 days)” link. When you click this Borrow Direct link, it does not necessarily mean the item is available through Borrow Direct. You are taken to another system (Relais) and you have to click on the title of the item (again) to see how you are going to get the item. It is either going to be available from Borrow Direct or not. If not, the system will take you through to Illiad to finish the request.
Once you click on the title of the item in Relais, check the Borrow Direct Availability to see if it is “requestable”. If it is, you can select a pick up location and click “request” to finish the Borrow Direct request. You will get a request number and a confirmation email that your request was submitted (not filled). At this point it is possible that the owning library may refuse the request (some reasons include requested by their community at the same time or going to be put on reserves). In that case you will get a cancelation email instead of the request confirmation. This email provides a link to our Illiad services. If it isn’t canceled and you received the request confirmation, then you will get a email from Borrow Direct letting you know that the item has been shipped to your pick up location Library. You will get another email from MIT Libraries alerting you that the book is on the hold shelf and ready to be picked up. These items don’t show up in Barton’s Your Account until they are put on hold or checked out.
If the item is not requestable through Borrow Direct (on loan, not circulating) at the lending institution, you will see a different screen then outlined above. A “request” link will direct you to your Illiad account (or to the page to create Illiad account if you have never use Illiad before).
If you want to check the status of your WorldCat Borrow Direct request you can do that through the My Account link at the top of the Borrow Direct page. If you need to find the Borrow Direct page (like after a request has been made) follow these steps: Borrow & Request —> Get it —> Borrow Direct link in Books box —> Order online from Borrow Direct libraries—> Borrow Direct—> My Account.
You can email borrowdirect@mit.edu to request that BD staff cancel your request. If the request has already been shipped, BD staff can note the cancellation in Relais and ship the item back immediately upon receipt. This email is also included in the various automated notification emails regarding a request.
Libraries that own this item: WorldCat Libraries
You will see the “request via interlibrary loan 7+ days” link and you will be taken to your Illiad account (or to the page to create Illiad account if you have never use Illiad before).
For Illiad requests, you don’t get a confirmation email. You can go your Illiad account (http://libraries.mit.edu/illiad) and review the active request box on your Illiad homepage to check the status. A glossary of status updates is provided here: https://mit-illiad-oclc-org.libproxy.mit.edu:9443/illiad/glossary.html
NOTE: