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State Library of Queensland  >  Information for...  >  Public libraries  >  CLS - information for library staff  >  CLS manual  >  6. Request service

Country Lending Service (CLS) manual

6 Request service

6.1 Submitting requests to Public Library Services (PLS) 
6.2 Author / title requests: procedures at PLS
     6.2.1 Books in Reference Library stock 
     6.2.2 Books not in State Library 
     6.2.3 Author / title requests: progress reports 
6.3 Ask a librarian requests - tips 
6.4 Ask a librarian requests: procedures at PLS
6.5 Keeping records of requests sent to PLS
6.6 School assignments
6.7 Photocopies of journal articles

6 Request service

Public Library Services operates an extensive request system which enables you to draw on items held in the PLS network as well as other collections within Queensland and the other states. By making use of this system, you can greatly enhance the service you provide for your readers.

Encourage your patrons to make use of the request system but before making a request:

1. Check your local stock for specific title requests to ensure that your library does not already hold them.
2. Check SLQ's online databases before placing a request.

Take the opportunity to talk to the library user about what he/she is looking for; and what they need the information for, if possible. Ask questions if you are not clear yourself. If the request gives us very little to go on, then even the smallest scraps of information can help.

If your reader's request is urgent, please ask them to indicate a date by which they want the book or information, as well as informing us whether the information is still required after this date. Please include these details in the relevant sections on the  online request forms (see Section 6.1 and 6.3)  Urgent requests can also be phoned or emailed through to PLS. The number 1800 017 114 can be used for the cost of a local call.
Books supplied the State Reference Library (see Section 6.2.1) are lent for a period of 6 weeks. Items supplied by other libraries may have different loan periods. All loan periods should be observed and books returned promptly. Books sent from State Reference Library (with clearly marked wrap-around covers) should be returned directly to the Reference Library; (including those obtained from libraries outside State Library of Queensland.); books from PLS should be returned to PLS.

The appropriate return labels will be supplied in each case.

6.1 Submitting requests to PLS

Requests can be submitted to PLS in several ways:

1. By requesting items directly using the PLS catalogue
2. By using the online forms
3. By telephoning PLS

A password is provided to you, allowing you to order items for your library directly from the State Library catalogues. You locate items your borrowers require in the catalogue, and order them by filling in your details on the screen. If you do not locate the specific title requested you can also request it for purchase in the collection using the Request for Purchase option.

Subject requests are placed using the Ask a Librarian request form and are recommended if a borrower does not require specific titles on a topic as this enables PLS staff to locate the best available resources and ensure that they arrive within the given time frame.

Contact PLS for information on how to start searching and ordering from the catalogue.

It is possible to use the State Library catalogue to request items directly from the Reference Library at Southbank without going through PLS. Your library name and barcode are identical for both catalogues.

6.2 Author / title requests: procedures at PLS

Requests are received at PLS the same day. Each library's requested books are sent out in your weekly parcel. Urgent requests are mailed out on the day they are retrieved, if they are available on the shelves. If they are not available, you will be notified.

When requests are placed via the catalogue, the item is automatically reserved for your library. If the book is on shelf it is retrieved and sent out in your weekly parcel. If it is currently on loan your reservation is placed in a queue and you can watch the progress of your orders via 'Your Details' in the catalogue. It should be noted that this can mean several weeks or even month’s delay before the book reaches you. If there are no items listed under Number of Items this means there are no items held.  Please do not place a request, contact PLS.

6.2.1 Books in State Reference Library stock 

If requests are received for books held in the State Reference Library (see Section 8.6.1), they are sent there to be retrieved and despatched to you. Although most of these requests can be fulfilled, there are some categories of material which cannot be borrowed. These include magazines, journals, newspapers, microfilm, reference books, rare books, car manuals, videos, sound recordings and some government publications. Wherever possible, photocopies of extracts will be supplied to get the required information to your reader.

6.2.2 Books not in State Library 

If requests are received for books not held in State Library stock, the system is checked to see whether they are on order. If so, we place reserves on them and they are sent straight to you when they arrive.

Sometimes requests are made for books which are neither in State Library stock nor on order. When this happens:

• the title may be ordered (if it is in print and suitable for PLS purchase); or
• if you have indicated that you want PLS to check other libraries in Australia, then we do. In cases where the book is held somewhere else, it is requested on your library's behalf through inter-library loan; or
• PLS returns your request saying the item is unavailable.

Items may be obtained from libraries that are not part of the State Library. If you wish us to check other libraries, you must indicate this on the form. Inter-library loans may take quite a while to fulfil. Make sure your borrower is prepared to wait and really does want this particular item.

If you don't indicate that you wish us to try another library, we will notify you that the item is unavailable for loan via email or form letter.

6.2.3 Author / title requests: progress reports

In order to stay fully informed of the progress of your requests, we recommend that you check the ‘Your details’ screen via the PLS catalogue on a regular basis to ensure that your requests are active and progress is being made. (Catalogue help is available online.) PLS will notify you via email or form letter if any requests become unavailable.

6.3 Ask a Librarian requests - tips

Before submitting an Ask a Librarian request to PLS you should check your own collection, online databases and the Internet (if available) to satisfy the request. It is better service to your patrons and less work for you in the long run to satisfy requests on the spot.

Remember to:

• be as specific as possible
• indicate the purpose for which the information is required - for example:
• • If you require books on dogs: does your borrower want to -
  • • Find a picture of a poodle
    • Buy a dog
    • Train a dog
    • Read biographical stories about people who raise dogs
• show the level of information required i.e. age or interest level
• specify if urgent. If so complete the date required. Make sure you allow time for postage and for us to search for the information. If it is extremely urgent ring us and place a telephone request.

6.4 Ask a Librarian requests: procedures at PLS

Ask a Librarian requests are processed daily and we check all PLS collections and resources to answer the query. Photocopies, books, DVDs etc. may be sent to satisfy the request. If a request is urgent, photocopies may be faxed or Internet sites emailed to you.

The title forwarded to your library will be indicated on the request response with title and barcode or record number listed, or a printout of the Voyager record of the item will be attached. If a reserve has been placed on an item to answer a query, it will be indicated on the response. Remember, if items are reserved, it may take some time. If a request can not be satisfied by PLS it will be forwarded to the State Reference Library. State Reference Books must be returned directly to the State Reference Library and not through PLS.

6.5 Keeping records of requests sent to PLS

• Keep a copy of all requests sent to PLS. Print the online request form screen once you have submitted your request.
• Keep these in the date order in which they are sent to PLS.
• Keep these only for 6 weeks before checking with PLS if you have not either received the item or a report on it.
• When you receive the item, discard the copy of the request.

If you receive a return or overdue notice for a returned item, you can verify its return by checking on your your shelves and the circulation computer. If there is no record of the item you can also assume it has been returned and notify PLS.

Remember you only need to notify PLS on the status of an item on the receiving of a Return Overdue notice or a Second Overdue notice. The first Return notice or Overdue notice is for your use only, as an alert for items that need to be located for return.

6.6 School assignments

Many school assignment requests can be met quite readily by the existing stock in your own library. Make sure you check your own collection, online databases and the Internet (if available) first and encourage students to do so too.

If you need to send a subject request for a school assignment to PLS, you should include the following information on the request form.

• Where possible include an exact copy of the assignment question. Sometimes students do not properly understand the assignment question and request inappropriate information. Remember that if the question does not make sense to you, it will probably not make sense to us. So, please include as much information as possible.
• State the grade of the student
• State the subject for which the assignment has been set, e.g. geography, biology
• Include the precise date by which the information is required, not the date the assignment is due. Please state deadlines clearly, particularly if the material will not be relevant after this date.

Please impress on the student that it may take at least two weeks for the request to be processed and returned and that information should be requested for long term assignments only. And, as the PLS collection has not been designed for curriculum support we may not be able to supply the information required. This is particularly the case in subject areas such as geography and economics.

6.7 Photocopies of journal articles

• Don’t forget to try the online databases to see whether the article you require is available online.
• Photocopied requests are available only from the Interlibrary loan service at the State Library.
• When requesting an article, please give the following details:
• • author
  • title of article
  • title of magazine or journal
  • volume
  • year/date
  • page numbers
• If you can supply the reference or where the information was found please photocopy it and forward it with the request
• Copyright declaration forms should be completed by your borrower when they request the information. You should keep these on file in your library.