Special Messages alert Lenders and Borrowers to potential problems. Lender and Borrower have different categories of special messages. When a request is marked with a Special Message, it also maintains a separate OCLC status and ILLiad status in addition to the problem status it will be assigned. The following are possible problem statuses (Special Messages) a request can have:
| Overdue (Borrowing) | Informs you that an item borrowed by your institution has not yet been returned to the Lending institution and is 14 or more days overdue based on the Lender's due date. |
|---|---|
| Received? (Borrowing) | Informs you that the Lending institution has not yet received notification that your institution has successfully received a shipped ILL item. |
| Complete? (Lending) | Informs you that an item believed to be returned to your institution by the Borrowing institution has not yet been completed within 30 days. |
| Not Received (Lending) | Informs you that an item you have shipped to the Borrowing the institution did not arrive. |
Viewing Special Messages
Special Messages can be viewed and opened from the OCLC Statuses form. These will also display as flags on the main screen of the ILLiad client, and can be accessed by clicking the flag name.
- From the ILLiad main screen, click the System tab then click Search/Review Statuses.
- Special Messages will be displayed under the Special Messages Borrower and Special Messages Lender statuses.
- To view Special Messages, click on one of the statuses.
- Special Messages will appear in the grid under a specific Problem Status.
- To view specific transactions in a Problem Status, click the + to expand the transactions.
- Double-click a transaction to open the OCLC request form.
Special Messages Flags
Starting in ILLiad 8.5, Special Messages will display as flags on the main screen of ILLiad. Special Messages can also still be viewed from the System tab on the OCLC Statuses form.
Six flags have been added. These flags are not available for editing in the Customization Manager. In addition, these flags will be available for all NVTGCs to use. The NVTGC associated with these flags is set to System. The ILLiad Connection Manager will check for Special Messages during the normal OCLC sync that happens every 12 hours, and on any changed requests that are processed every 10 minutes. Any existing Special Message flags associated with an ILLiad request will be checked during the 12-hour sync to verify if they are still applicable. If not, they will be removed automatically.
Borrowing Custom Flags
- OCLC Special Message: Overdue
- OCLC Special Message: Received?
- OCLC Special Message: Borrower Lost
Lending Custom Flags
- OCLC Special Message: Complete?
- OCLC Special Message: Not Received
- OCLC Special Message: Lender Lost
When a Special Message flag is added to a request, it will display like any other custom flag. These requests can then be opened and handled accordingly. See Custom Flags for more details on flags. If staff chooses to remove a Special Message flag without first correcting the issue on OCLC, that flag may return on the next Connection Manager run.
Resolving Special Messages
There are several reasons that each Special Message may appear. Below you will find common reasons with a suggested course of action to resolve them.
OCLC Special Message: Overdue (Borrowing)
Items at this status are overdue in OCLC and need to be returned to the Lending institution.
| Possible Reason for this Status to Appear | Suggested Course of Action |
|---|---|
|
The item has not yet been returned by the patron |
Contact the patron and inform him/her that the item is overdue and must be returned as soon as possible. Request a renewal (if possible and/or appropriate). When the item is returned by the customer, return it to the Lending institution using the normal return process. Once the item is returned, the Connection Manager will update the OCLC status of the request to Returned. |
|
The item has been returned by the patron but has not yet been returned to the Lending institution |
Return the item to the Lending institution using the normal return process. Once the item is returned, the Connection Manager will update the OCLC status of the request to Returned. |
|
The item has already been returned to the Lending institution but the request was never updated to Returned in OCLC |
Update the transaction to Returned by selecting the Manual Return option from the Process menu of the OCLC Request Form. |
|
The item has already been returned to the Lending institution but the request was never completed by the Lending Institution |
Contact the Lending institution to determine if the item has already been returned and has somehow been passed over by the Lending institution during the Check In/Completion stage of the process. |
|
The item has been lost by either the customer or the Borrowing institution |
Contact the Lending institution to determine the next course of action. If necessary, begin whatever process is necessary to replace the lost item or to make payment for it. Once the situation is resolved satisfactorily, the item can be returned in ILLiad to allow the completion of the OCLC request. Note: You also have the option of leaving the transaction at this status in OCLC until the request expires. This process takes 180 days. Once the record expires in OCLC, route the ILLiad transaction to the appropriate ILLiad status. |
OCLC Special Message: Received? (Borrowing)
Transactions at this status have waited at a Shipped status in OCLC for at least 7 days (for articles) or 14 days (for loans), but the Lending institution has not yet received confirmation in OCLC that the Borrowing institution has successfully received them.
| Possible Reason for this Status to Appear | Suggested Course of Action |
|---|---|
|
The item has not yet arrived at the Borrowing institution |
Update the transaction to Not Received by selecting the Manual Not Received option from the Process menu of the OCLC Request Form. This will move the OCLC request to the Lending institution and make it visible at a Not Received Special Message status. From here the Lender may resend the requested item if appropriate. Route the transaction to the appropriate ILLiad status. Note: The appropriate ILLiad status will depend on the situation, but Request Sent would typically be appropriate. |
|
The item has arrived at the Borrowing institution but has not yet been Received |
Option 1: Check the request in from the Lending institution using the normal process. Once the item is checked in, the Connection Manager will update the OCLC status of the request to Received. Option 2: Update the transaction to Received by selecting the Manual Receive option from the Process menu of the OCLC Request Form. This will manually receive the item in OCLC. Route the transaction to the appropriate ILLiad status. Note: The appropriate ILLiad status will depend on the situation, but Awaiting Post Receipt Processing would typically be appropriate. |
OCLC Special Message: Complete? (Lending)
Transactions at this status have not been completed within 30 days after the Date Returned by the borrower.
| Possible Reason for this Status to Appear | Suggested Course of Action |
|---|---|
|
The item has not yet arrived at the Lending institution |
Contact the Borrowing institution to determine if the item has actually been returned. |
|
The item has arrived at the Lending institution but has not yet been Received |
Check in the item from the returning library using the normal check in process. Once the item is checked back in, the Connection Manager will update the OCLC status of the request to Completed. |
OCLC Special Message: Not Received (Lending)
When the Borrower responds NO to the Special Message: Received? it will move to this status.
| Possible Reason for this Status to Appear | Suggested Course of Action |
|---|---|
|
The item was never actually sent to the Borrowing institution |
Check local tracking to verify that the item was really sent. Check the local collection to determine if the item is found locally. |
|
The item has not yet arrived at the Borrowing institution |
Check the local collection to determine if the item is found locally. If found, resend the requested item (if appropriate). Route the transaction to the appropriate ILLiad status. |
|
The item has arrived at the Borrowing institution but has not yet been Received |
Contact the Borrowing institution to determine if the item can be received. |
