Request Submitted - Patron Follow Up Question
Hi all! When researchers request material here at UC San Diego, they are asked to select a date of visit, and then the status for the requests are shown on the web as 'request submitted'. We don't have an appointment only reading room; researchers can come in any time we are open. Aside from the system email sent to them when they sign up, we only reach out to our patrons if there is a special request/comment, if the item is housed offsite, or if there are any other circumstances needing contact. We’ve had a few instances within the last couple of months where researchers reach out to us, waiting to hear back on the status of their requests, not realizing that they can just come in whenever they'd like. We recently added a web alert letting researchers know that as soon as they submit a request that isn’t offsite, their request is ready. We also changed the status wording from 'request submitted’, to ‘request received’. I wanted to reach out and ask how often you all follow up on requests, and see if others have run into this problem in the past, how other institutions word this, etc.
Thanks in advance for your input!
UC San Diego SC&A