The Discovery Systems Management Working Group (DSMWG) was asked by Circulation staff to update the layout of the request page in the library catalog in order to reduce confusion and follow up questions about the status of the requested item.
ISSUE BEING ADDRESSED
In addition to picking up materials at a library service desk, Circulation offers our users the option to choose delivery to:
- “My Columbus Campus/Office Dorm,” or
- “Distance User (Out of State)”
This service provides an extra level of convenience for our users, but can also add complications. While the request page informs our patrons that they assume responsibilty while materials are in transit, the placement of this message is not prominent. Further, it doesn’t clearly explain that materials are checked out to the patron’s library account whilst in transit. As a result, circulation staff frequently get inquiries from patrons because they have logged into their library account, see that an item is checked out to them, but are concerned because the book is not yet in their possession.
PROPOSAL
Rather than discouraging users from the convenience of these delivery services, we would like to be more transparent about how the process works. DSMWG worked with Circulation staff and received approval to clarify and reformat the information to patrons on the request page.
The request page was previously formatted like this:
The newly formatted page
We hope that this change is helpful for our users and encourages them to make full use of the services we offer.
