I sometimes feel that there is an over-abundance of messages on checking
up on the status of requests. Do we really need to be informed that
something has been done every time we ask for a specific service? I seem
to spend more time on checking whether something has been done rather
than the doing of the task. 

Can't we just trust the systems in place? Why should we assume that any
request made is going to be a problem!
If we ask for an article to be faxed within 2 hours, can we not just
assume that the fax has been delivered within 2 hours? 
If a check is needed, should the onus be on the requestor to say they
have received it?

Getting rid of the belts and braces doesn't necessarily mean that the
trousers fall down :o)
have a great weekend!



Sean A. Austin
Library Services Advisor
Information Services Unit (ISU)
Environment Agency, Bristol

>>> [log in to unmask] 29/07/2005 14:08:50 >>>
Very interesting, today I was told I couldn't be informed about the fax

being sent out to our reader and we have had a variety of responses
when we 
have rung for urgent action requests over the last 2 weeks.

Jean

--On 29 July 2005 14:03 +0100 "Brine, Jenny" <[log in to unmask]>

wrote:

> Dear Jean & colleagues,
> I used UAS recently to get a book posted to us and I was asked
whether I
> wanted to be informed of progress.  I was then told when it was
ready
> for posting. No change there.
>
>
> Dr Jenny Brine
> Interlending & Document Supply
> Lancaster University Library
> Lancaster
> LA1 4YH
> Tel: 01524 592528
> Fax: 01524 63806
> IDS email: [log in to unmask] 
> Personal email: [log in to unmask] 
>
> -----Original Message-----
> From: For interlibrary-loan and document supply services.
> [mailto:[log in to unmask]] On Behalf Of JI Bradford,
Information
> Management
> Sent: 29 July 2005 12:32
> To: [log in to unmask] 
> Subject: Urgent Action at BLDSC
>
> Dear ILL Colleagues
>
> Does anyone else share my concern at the changes to the Urgent
Action
> Service?
> We are not heavy users of the service, but when we use it, it is
very
> important to us to know that requests are being dealt with
immediately
> and that we get very quick feedback about any problems that might be
> occurring so that we can inform our reader and sort them out.  It is
> also important to us that when we ask for an article to faxed to our
> reader - who could be anywhere in the UK or elsewhere - that we were
> also informed that the fax is being sent, and could alert the reader
if
> necessary.
>
> We now not being informed about faxes being sent and we do not get
phone
> calls reporting problems, but responses sent automatically.
>
> What is the experience of others? I haven't had anything from BL
before
> these changes were introduced and I feel that they are not helping us
to
> deliver the service which we want to give our readers.  I know that
> Jenny Brine reported her recent experience with SED, but what I miss
> with these changes is the interaction with staff at BLDSC so that we
> know what is happening and can make sure that problems are sorted
out
> promptly.
>
> Jean
>
> ----------------------
> Jean I. Bradford
> Serials and Inter-Library Document Supply
> University of Bristol Information Services
> Arts and Social Sciences Library
> Tyndall Avenue
> Bristol BS8 1TJ
>
> Tel: 0117 928 8008   Fax: 0117 925 5334
> [log in to unmask] 



----------------------
Jean I. Bradford
Serials and Inter-Library Document Supply
University of Bristol Information Services
Arts and Social Sciences Library
Tyndall Avenue
Bristol BS8 1TJ

Tel: 0117 928 8008   Fax: 0117 925 5334
[log in to unmask]

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