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Recommendation
The following are recommended resolutions for possible issues patrons could encounter when attempting to borrow items in-person while visiting another UC Library. These issues/resolutions should be shared with staff during their local trainings.
Patron Issue | Resolution | Notes |
|---|---|---|
Patrons who don’t show up in the Fulfillment Network when attempting to pull in their stub record | Staff attempts to contact patron’s home institution to try and resolve. | There will be a non-patron facing local contacts sheet shared with staff at all UCs.
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Expired patrons | Patron will be directed to contact their local institution to clear up. | There will be a patron-facing UC Libraries contact sheet or card to hand to the patron. |
Patron’s account is blocked because of issues with their home institution account |
...
(Billing, manual blocks, etc.) | Patron will be directed to contact their local institution to clear up. | There will be a patron-facing UC Libraries contact sheet or card to hand to the patron. |
Patron is given a short expiration date for items | Patron will be directed to contact their local institution to clear up. | There will be a patron-facing UC Libraries contact sheet or card to hand to the patron.
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Error message appears indicating missing patron information fields when attempting to pull in stub record Ex. phone number, email address, etc. | Update local fields on the stub record for the patron, and save changes. | |
Patron is going to be delayed picking up their ILL item from another UC. | Borrowing UC will extend the hold pick up time for the patron. |
Dependencies
Our testing showed that patrons cannot be automatically blocked from using the AFN to request ILLs if they exceed fine limits at other UCs. They can only be blocked from using the AFN to request ILLs if they exceed fine limits at their home institution. This is OK to us because it’s likely that if someone is willing to be delinquent with their materials borrowed from other UCs, they are likely delinquent to the point of blocking at their own institution, and would be blocked. Technically, the patron would still be able to travel to the other UC, and continue checking out materials in-person unless they had managed to get themselves blocked at the other UC by reaching their local fines limits with their in-person loans there or being manually blocked, but we feel that the possibility of this happening will be very low, since most patrons will prefer to have items delivered to their home campus.
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If a patron account is expired and they call their home library and get the issue resolved, how quickly does that update in the network for us to pull up at our desk? Has this been tested yet?
This was tested, and it’s an immediate change.
How long does it take for a patron’s block to be removed from their Network account, once their account issue is resolved at their home institution?
This was tested, and it’s an immediate change.
Action Log
Action/Point Person | Expected Completion Date | Notes | Status |
|---|---|---|---|
Fulfillment and ILL FG | 7/22/2021 | FG approves this decision page to be sent to PPC and local teams for go-live | Done |