Incoming Request
Similar to outgoing requests, incoming requests start with
processing, which involves printing the request, entering data
in an Excel-file, classifying the print-outs, and searching books
and journal articles in the LIBIS-catalogue and e-sources
subscriptions (3.2 min). If the Arenberg library does not
possess the requested item, library staff negatively responds to
the requesting library (2 min). Then, library staff searches the
shelves, which takes up 2.5 min for a book and 4.4 min for a
journal article, because journal volumes need to be checked.
Obviously, the reader or requesting library may also ask
feedback via e-mail, telephone or at the library desk (6.3 min).
Secondly, the requested article or book has to be delivered.
A PDF file of a requested journal article is sent by e-mail to the
requesting library (2 min). An article on paper is scanned, by
one or more students working part-time at the library (3.4 min).
If successful, library staff saves the PDF file and sends it via email
(2.4 min). Otherwise, the article is copied, subsequently
scanned (4 min), and delivered, meaning either a second
successful PDF version via e-mail (2.4 min) or the hard copy
via postal mail or shuttle service (1 min). A book is packed,