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Technology & library student support in an ODL environment

Sophie Van der Walt Search Librarian, IRD Unisa Library Tel: +2712 429 8910 Email:

Overview • • • • •

Library structure Client Contact Management System UniFlow workflow system Self-service technology Virtual Reference Services

Library structure Unisa Library

Client Services

IR Content Management

Corporate Services

Information Resource Distribution(IRD)

Request and Information Search Services

Request and Delivery Services

IR Housing Services

Client Contact Management System –Facilitates fundraising, grant making and bursary management in a single application at Unisa –Adapted to facilitate the capturing and administration of search requests from staff and students –Contact Relationship Management –Document Management –Reporting

Client Contact Management System

Client Contact Management System

-The system allows reports on the requests to be generated

-reports on researchers can also be generated

UniFlow workflow system • Unisa’s business process management system to – administer student registrations and related requests – Library material requests

• LibFlow (2004) > UniFlow

UniFlow Workflow Via OPAC

Sort into Unisa library and Interlibrary Loans

Unisa Library captured on system

Staff adds item detail (shelf number, location)

Staff member opens request mailbox

Student receives automated email, sms and snail mail

Staff collects book

Collection or dispatch

Student receives automated email, sms and snail mail

Receive request

Request record

UniFlow in the library Uniflow system with mailboxes

System tracks all interaction with the request Patron receives automated Staff input book detailsemail +availability Receives notification of any issues with request

Per individual shelver

UniFlow in the library Statistics • Available from the SQL Snapshot system – only of current situation supervisors have access • Can access statistics for: – Individual work performance of shelvers (daily/monthly) – Current situation as is – Monthly archive of all requests Monthly archive

Self-service technology • • • •

PreRequest (Sabinet) LibGuides AirPAC Safemail

Self-service technology PreRequest Register via email

Receive log in detail

Request item

Search on Sabinet interface

Item is forwarded to partner library

Item is collected or dispatched

• enables Unisa staff, masters or doctoral students to complete their own ILL requests via Sabinet • service that is used to obtain books and articles that are not available in our library, from national and international libraries

Self-service technology PreRequest

Self-service technology PreRequest

Self-service technology Libguides (F) • LibGuides offer Web 2.0 multimedia functionality • Is mobile-friendly, all pages are optimized for mobile browsers, and does not use Flash, so chat works on any smartphone, tablet, or computer. • Keeps detailed statistics on its use and can create in-depth content usage reports • Main focus for IRD LibGuides will be training on request services as well as Library and information literacy

Self-service technology AirPAC • AirPAC has been developed by Innovative Interfaces

• puts the Unisa Library Catalogue in your hand • much of the same functionality as the Web version of the catalogue

Self-service technology AirPAC Classic phone

Smart phone

• Search, request, view your patron record, renew items • AirPac server detects the type of mobile device you are using and deliver displays formatted for that device

Self-service technology Safemail Request via OPAC

Request is handled via UniFlow

Item is packed into parcel

Item is collected and sent to Delivery Services

Parcel is labelled and entered into Safemail system

Parcel is given a tracking number

Arrive at student

Sent to Post Office

• South African Post Office parcel tracking product • a delivery system for library books/articles to locally based and international students • Students can track and trace via myUnisa

Self-service technology Safemail The student number is entered

Safemail system

The parcels detail (weight) is recorded. Parcel has a label with unique label code applied and the label is scanned in. Unique label code is connected to the student number

Self-service technology Safemail - tracking

Self-service technology Safemail - payment

Virtual Reference Services • QuestionPoint – Chat (via the LibGuides) – Knowledge Base

• Facebook • Twitter

Virtual Reference Services

Virtual Reference Services Questions can be asked via @unisalibrary Facebook & Twitter

Technology and library support