Document Delivery service FAQ

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  1. Why can't I get into LADD?
  2. Why can’t I find my request in LADD?
  3. Why can’t I add a location to the rota?
  4. How do I update my library’s address/Ariel details in LADD?
  5. We will be closing over Christmas. How can I suspend my location so that I do not receive any requests during this time?
  6. How do I request from Infotrieve through LADD?
  7. I want to request an item that I could not find in any of the databases. How do I create a request from scratch in LADD?
  8. I supplied an item, but before I could action the request as Shipped the requesting library actioned it as Received. Now I don’t have the Shipped action available. How can I ensure my library is paid for the request?
  9. Who determines shipping charges in LADD?
  10. Can LADD handle reciprocal ILL agreements?
  11. How do I let other libraries know what my library’s ILL/Document Delivery policies and services are?
  12. How do I ensure my Rush and Express requests are responded to quickly?
  13. When shipping a request, why do I get a pop-up box saying Charge Units must be 1 or more?
  14. How do I cancel a request?
  15. A library has requested a loan for an item held at one of our other campus libraries and it will take a few days to arrive here for supply. Should I respond with a Public Note, Conditional Reply or Answer Will Supply?
  16. Can I remove multiple locations from the rota rather than deleting them one at a time?
  17. I have suspended my location in LADD but still received a request. Why?
  18. Why do I get an SQL error when trying to submit a request?

DocStore FAQ

  1. What is DocStore?
  2. How do I use DocStore?
  3. What is the maximum file size that I can send through DocStore?
  4. As a Borrower (Requester), how many times can I view a document delivered via DocStore?
  5. As a Borrower (Requester), can I save the file to my local or networked drive?
  6. As a Lender (Responder), I intended to ship the request using DocStore but forgot to attach the document to the request before actioning the request as Shipped. What should I do?
  7. As a Lender (Responder), when I checked the transmission status of the request, it was still at To be transmitted even though the shipped action was submitted. What should I do?
  8. As a Borrower (Requester), when viewing the status of documents where I requested DocStore delivery I cannot see any File – Delivered message, although the status of the request is Shipped. What should I do?
  9. As a Lender (Responder), is there any way for me to supply via my ARIEL workstation for a DocStore request?
  10. As a Borrower (Requester), I do not want to be supplied via DocStore. Instead I want to be supplied via ARIEL. How do I indicate this on my request?

Te Puna FAQ

  1. How can I find details about Te Puna Interloan member libraries?
  2. How do I search the Te Puna (New Zealand National Bibliographic Database) collection through LADD?
  3. Is there anything I should know about searching the Te Puna catalogue?
  4. What are the charges for requesting from Te Puna members?
  5. How much should I charge to supply to Te Puna libraries?
  6. Which Copyright conditions do I use?
  7. Which Service Levels will I see?
  8. What do Te Puna TGQs look like?
  9. How do I add Te Puna libraries to the rota?
  10. 300 extra locations are a lot! Will I be inundated with requests from them?

ISO ILL FAQ

  1. Where do I find the Ariel address of an ISO location?
  2. How do I set up my interlibrary loan system to operate with LADD?
  3. What will it look like when I place a request with an ISO location?
  4. What will it look like when I receive an ISO request?
  5. What will the audit trail display?
  6. How do I manually add an ISO location to the rota?
  7. As a responder why is my TGQ number alpha-numberic or smaller than normal?
  8. As a requester to an ISO location, why is my ILL No the same as my TGQ?
  9. How do I tell which librares are ISO ILL sites
  10. Why has my item been sent to our old address? It is up to date in LADD and the ILRS Directory.
  11. A location has rung asking why I haven't actioned their request. However I cannot see the request in my LADD account.
  12. Why am I still receiving requests when my location is currently suspended?
  13. My requests have been sitting at an ISO ILL site for more than five working days and has not expired, but when I rang the Lender (Responder) about my request they couldn't see it in their ISO ILL system.
  14. The Lender (Responder) actioned shipped in their ISO ILL system but this is not showing in my LADD account.
  15. My request has a 'Status or Error Report' in the History (Audit Trail). What does this mean?

1. Why can’t I get into LADD?

There are a few reasons why you may not be able to access your account:

Do you have the correct URL http://docdel.librariesaustralia.nla.gov.au/?

  • Do you have the correct login? Is CAPS LOCK on (logins are case-sensitive)?
  • Have you cleared the cache in your browser?
  • Are you able to access other internet sites outside your library e.g. http://www.google.com.au/?

If you have checked all of the above and still can’t log on, contact the Help Desk for further assistance.

2. Why can’t I find my request in LADD?

Reasons you may not be able to find your request include:

  • It may have reached the end of the rota without being supplied. To find it, go to the ILL Requests Search screen, select Status = Not Supplied and Authorisation Status = Check Manual and click Search.
  • It may be Complete. Requests will automatically enter Complete if they are:
    • a Copy request that has been Received by the Borrower (Requester)
    • a Loan request that has been Checked-In by the Lender (Responder).

    To find a Complete request go to the ILL Requests Search screen, enter the Our Number (ILL no) or Their Number (TGQ no), select Last Action = Complete and click Search.

  • It may be in Idle status. This happens if you only have one location on the rota and that location is suspended. It can also happen if a request has not been submitted correctly. To find an Idle request go to the ILL Request Searchscreen, select Status = Idle and Authorisation Status = Check Manual and click Search.
  • It may have been archived. This happens when a request has not been actioned for more than 12 months. See the Archive schedule for LADD requests.

3. Why can’t I add a location to the rota?

You can only add LADD members to the rota.

If you are trying to add a location by manually entering the NUC from the rota details, check you are adding the correct NUC. NUC Symbols are listed in the ILRS Directory. Ensure that the library you are trying to add is a LADD member.

See the Suspension directory for a list of LADD members and their current suspension status.

4. How do I update my library’s address/Ariel details in LADD?

Click on Locations , then Edit (at the top of the screen), make your changes and click Save.

5. We will be closing over Christmas. How can I suspend my location so that I do not receive any requests during this time?

You do not need to suspend your location over the Christmas & New Year period unless your organisation is closed for a greater period. The LADD system automatically suspends operation on standard public holidays and localised state/territory holidays.

You can check your holiday suspension information in your location details by clicking on then and scrolling down to Local Holidays/Suspensions.

If you do need to suspend yourself, please see LADD User Guide 9: Suspending your location or this short video for the procedure.

Note: You should not send requests to other libraries when your location is suspended, as the request may contain errors or not make it to its destination.

6. How do I request from Infotrieve through LADD?

First you’ll need to register by contacting the Help Desk. Details on how to do so are available on our Requesting from commercial suppliers via LADD page.

7. I want to request an item that I could not find in any of the databases. How do I create a request from scratch in LADD?

Click Create Request at the top of the screen. Fill out as much bibliographic information as you can. Defaults for a book are: Service Type = Loan and Service Level = Core - change these if necessary. In the Rota Details section, enter the NUC symbol in the Library symbol or location name field and click Search. The NUC symbol will appear in the Selected box. Continue adding locations as required and submit the request.

8. I supplied an item, but before I could action the request as Shipped the requesting library actioned it as Received. Now I don’t have the Shipped action available. How can I ensure my library is paid for the request?

The LADD Payments Service will pick up the request and flag it as RBS (received before shipped). A charge will be matched against it according to the ILRS Code and its service level. When the Payments Service Reports are emailed to your library, it is your responsibility to check the report and advise us of any changes before the reports become invoices.

9. Who determines shipping charges in LADD?

You do. LADD defaults a shipped cost that matches the service level of the request with the shipping charge in the ILRS Code. However, the supplying library can change this charge to match their charging level for ILL. On the Action: Shipped screen under Charge Details, change the base cost, click Calculate New Cost and Ship the request.

10. Can LADD handle reciprocal ILL agreements?

Yes. The Own Services function allows a library to configure the default cost when shipping an item to a particular location (i.e. your library as Responder). For example, if your library has agreed to supply another library on a reciprocal basis, an ILL can be setup to default a $0 cost into the Ship Cost and Base Cost fields when shipping to that library.

Note: Own Services can only be configured for Libraries which are LADD members and use LADD to request from your Library. See Own Services - At A Glance (LADD User Guide 6) for more information.

11. How do I let other libraries know what my library’s ILL/Document Delivery policies and services are?

On the ILRS Directory. You are assigned a password to maintain your entry. If you have forgotten your password or need assistance with your entry, contact ILRS Administration.

12. How do I ensure my Rush and Express requests are responded to quickly?

As a Borrower (Requestor) it is a good idea to phone the library you sent the request to informing them that you have sent an urgent request. As a Lender (Responder) it is advisable that you check for new incoming requests twice a day to pick up these requests. You can also sign up to receive Email Alerts for LADD.

13. When shipping a request, why do I get a pop-up box saying Charge Units must be 1 or more?

LADD calculates the charge units directly from the number of pages entered by the Borrowing (Requesting) location. Where the number of pages does not make sense, a zero value is substituted. To fix the problem you need to enter a number greater than zero in the Charge Units field.

14. How do I cancel a request?

A request can be cancelled by a Borrower (Requester) only if it's status is Pending. If the request is not Pending, then it is too late to cancel. It is up to the lending library to accept the cancel or not with a Cancel Reply-Yes or a Cancel Reply-No action.

15. A library has requested a loan for an item held at one of our other campus libraries and it will take a few days to arrive here for supply. Should I respond with a Public Note, Conditional Reply or Answer Will Supply?

Conditional Reply may be the best response, as it allows the requesting library to decide whether to wait for the item or not. If you use a Public Note the request may expire before the book arrives and move on down the rota. Answer Will Supply overrides the expiry date but if your book is late, the requesting library may not be very pleased.

16. Can I remove multiple locations from the rota rather than deleting them one at a time?

Yes. Click on a location that you would like to remove, hold down the shift key, highlight other locations using the up/down arrows on your keyboard and click on Remove.

17. I have suspended my location in LADD but still received a request. Why?

The request has most likely come from an ISO site (i.e. location is using an ILL system other than LADD) and they have not suspended your library in their system. Contact the library to ensure they have your location correctly suspended in their system. To deal with the request, you can either action "Non supply" so that the request moves on from your location or leave as is.

You can check the Suspension directory to confirm that you are correctly suspended and if the requesting library is an ISO site.


18. Why do I get an SQL error when trying to submit a request?

A common reason for an SQL error is having a dollar sign ($) in the 'Amount willing to pay' box. Try submitting the request again without the dollar sign. If that doesn't stop the SQL error, it could be another reason and please feel free to contact the Libraries Australia Helpdesk.

DocStore FAQ


1. What is DocStore?

DocStore refers to the functionality to attach, send, and receive electronic documents in LADD. As a borrower (requester), if a lender (responder) has supplied your request via the LADD DocStore function, you will be able to view the document from within your LADD account. See p.45 of the LADD Manual for more information on DocStore.

2. How do I use DocStore?

See: Using DocStore (LADD User Guide 10) (PDF, 354 KB).

3. What is the maximum file size that I can send through DocStore?

While there is no limit imposed on the size of electronic files transmitted through DocStore, we recommend a maximum file size of 4MB. This is so that the limitation of you and your Borrower (Requester)’s internet bandwidth does not adversely affect the response time of the system.

4. As a Borrower (Requester), how many times can I view a document delivered via DocStore?

The viewing limit for DocStore files has been set to 5 views, or 5 days after first viewing. The document is deleted on the viewing limit being reached.

5. As a Borrower (Requester), can I save the file to my local or networked drive?

Under copyright, you are not permitted to save electronic documents. This is why you should print out the document on the first viewing, and then follow up by deleting the document from the request.

6. As a Lender (Responder), I intended to ship the request using DocStore but forgot to attach the document to the request before actioning the request as Shipped. What should I do?

As the Shipped action has already been submitted, there is no way to reverse the transaction. The option you could now take is to deliver the document via alternative means (e.g. email, post or fax). You should send the requesting library a message advising them of this situation.

7. As a Lender (Responder), when I checked the transmission status of the request, it was still at To be transmitted even though the shipped action was submitted. What should I do?

This may have been caused by one or more of the DocStore request pre-requirements not being met. To work around this, you need to delete the attached document(s), so that the shipped message can go through. As the document was not delivered via DocStore, you should deliver the document via alternative means (e.g. email, post or fax). You should send the requesting library a message advising them of this situation.

8. As a Borrower (Requester), when viewing the status of documents where I requested DocStore delivery I cannot see any File – Delivered message, although the status of the request is Shipped. What should I do?

Confirm with the responding library that they did deliver the request via DocStore. They could have encountered an error and supplied via alternative means.

9. As a Lender (Responder), is there any way for me to supply via my ARIEL workstation for a DocStore request?

Yes. The Document ID field must contain only VDX [TGQ]. Please note that this method of supply is not supported by LADD.

10. As a Borrower (Requester), I do not want to be supplied via DocStore. Instead I want to be supplied via ARIEL. How do I indicate this on my request?

Please see these flowcharts for steps to ensure that DocStore is not used as a means of supplying your requests:

Te Puna FAQ

1. How can I find details about Te Puna Interloan member libraries?

There are several ways you can find details of Te Puna libraries:

  1. If you know the NUC: logon to Libraries Australia Document Delivery – Go to the ‘Location’ Tab – type in the NUC symbol
  2. If you know the name of the library: log on to Libraries Australia Document Delivery - Go to the ‘Location’ Tab – select ‘long description’ and select the Match of ‘any part’. Enter part of the library name and click the ‘Submit’ button.
  3. NLNZ symbols are also available online in a searchable directory. Go to: http://directory.natlib.govt.nz/ and enter the Library name or NUC Symbol then click Search.

A reminder: The NUC symbol of the requesting library is found in the Audit Trail of an incoming request.

2. How do I search the Te Puna (New Zealand National Bibliographic Database) collection through LADD?

The default 'Australasian Profile' contains the searchable collections Libraries Australia and Te Puna. Results from the Te Puna catalogue are the New Zealand holdings.

3. Is there anything I should know about searching the Te Puna catalogue?

Yes, while searching the Te Puna catalogue, a search on the ISSN field requires a space ( ) or a dash (-) to return a result.

4. What are the charges for requesting from Te Puna members?

Like Australian libraries, Te Puna members have a variety of charges for ILL. Te Puna libraries tend to charge a higher amount than the Australian ILRS code and Libraries Australia Document Delivery Administration highly recommends the use of the ‘Max Cost’* field to inform any responder of the maximum cost you are willing to pay for the supply of an item.

There have been reports of libraries charging up to $50 for supply of a loan, and the use of the Max Cost field helps ensure your library is aware of the cost of supply from a responder.

Enter the Maximum cost you are willing to pay for the supply of the item in Australian Dollars.

5. How much should I charge to supply to Te Puna libraries?

There are no recommended charges to supply to Te Puna libraries. The default charges to supply to Te Puna libraries will be based on the ILRS code (minus the GST). It is up to individual supplying libraries if they wish to vary this charge to accommodate postage or insurance costs. Please take the Requester’s ‘Max Cost’* into consideration before Shipping the item.

Te Puna libraries will request a Max Cost in New Zealand Dollars.

6. Which Copyright conditions do I use?

If requesting from a Te Puna Interloan member, Australian libraries should adhere to s 55 of the New Zealand Copyright Act 1994. Te Puna Interloan members requesting to Australian libraries should adhere to s50 (1) of the Australian Copyright Act 1968.

For more details of the New Zealand Copyright Act, open the web page below in your browser and navigate to ‘Copyright Act 1994’ (see section ‘C’) http://www.legislation.govt.nz

For Copy requests originating from Te Puna libraries, you should see the following statement in the requests:

“This copy request is for the private study or research of the above user, or complies with s54 or s55 of the Copyright Act 1994”

7. Which Service Levels will I see?

You will only see the standard Australian Service Levels in requests (both as requester and supplier). Behind the scenes, the Service Levels used by Te Puna Interloan members will be mapped to our standard codes.

For information only: If you are corresponding with a New Zealand library, they may refer to the following Service Levels:

  • Normal (the default): 72 hours/3 working days, or if this is not possible, respond within 2 working days (NZ Interloan Scheme Charter Conditions).
  • Priority: not generally used. NZ Interloan Scheme Charter Conditions apply as above. May process ahead of Normal.
  • Rush: current best national practice is to use Rush for urgent requests. Incurs the supplier’s urgent charge. No timeframe is laid down, but in practice this is same or next day despatch.
  • Express: incurs the supplier’s urgent charge. Expires on the system if not shipped within one day.

8. What do Te Puna TGQs look like?

As Te Puna Interloan also uses a VDX system (Libraries Australia Document Delivery uses the same supporting software), the TGQ numbers you will see will be numeric, though their numbers will be lower than Libraries Australia Document Delivery ILL numbers. An example number is 2205472.

9. How do I add Te Puna libraries to the rota?

When searching the Te Puna database, simply select Te Puna libraries for the rota in the same way to your select Australian libraries for the rota when searching the Libraries Australia database.

To manually add Te Puna Interloan members to the rota, you can search for the Te Puna symbol or the library name. For example, to request from Auckland Landcare Research Library (with the National Library of New Zealand NUC symbol ‘ALR’), type in ‘ALR’ or ' Auckland Landcare Research Library' to the ‘Library symbol or location name’ box and click the ‘Search’ button. If more than one matching library is found, select the location from the 'Available' column and click 'Add'.

10. 300 extra locations are a lot! Will I be inundated with requests from them?

As shipping charges are generally lower to local (rather than overseas) locations, it is assumed that libraries on both sides of the Tasman will request from local libraries before requesting to overseas libraries.

In addition, each document delivery system is configured to order locations in the home country first i.e. for Australia, Australian libraries are ordered ahead of New Zealand libraries. This operates in the same way as sorting libraries based on state - ie. libraries in your state appear at the top of the rota.

ISO ILL FAQ


1. Where do I find the Ariel address of an ISO location?

The direct Ariel address for ISO locations can be found in the Addressee field of the request not in the email field as per usual. The address that is held in the email field will look 'different' to a regular Ariel email address, prompting ILL staff to look in the Addressee field for the Ariel email address.

2. How do I set up my interlibrary loan system to operate with LADD?

See ISO ILL Interoperability with LADD for information on how your interlibrary loan system can operate with Libraries Australia Document Delivery.

3. What will it look like when I place a request with an ISO location?

The holdings on the bottom of a bibliographic record and in the rota will look exactly as they currently do.

4. What will it look like when I receive an ISO request?

The letter "I" will prefix the NUC symbol of an incoming ISO request. Eg. Murdoch University will be IWMDU. If Libraries Australia Document Delivery customers wish to Ariel an item to the ISO site, they will need to check the Addressee field for the Ariel address.

5. What will the audit trail display?

The audit trail will display the NUC symbol of ISO locations be prefixed by the letter "I".

6. How do I manually add an ISO location to the rota?

If you wish to add an ISO location to the rota, you simply use the normal NUC symbol for that location. There is no need to prefix the NUC symbol with an "I".

7. As a responder why is my TGQ number alpha-numberic or smaller than normal?

As a responder, your TGQ number is the requester's ILL number. The ILL number is generated by the requester's system, and may not be in the range currently used by the Libraries Australia server. ILL numbers generated by the ISO requester's system may also be alpha numeric. The TGQ sequence can be searched using the TGQ search on your requests screen.

8. As a requester to an ISO location, why is my ILL No the same as my TGQ?

When a request is sent to an ISO location, the Libraries Australia Document Delivery server will take a copy of the request and send the copy. Because the requester's ILL No is the responder's TGQ, and the Libraries Australia server is both the responder and the requester (remember the copy), the ILL No is also the TGQ. The responder however, will see their own ILL No, as this is generated by their system.

Note: When sending an Answer Conditional, Answer Nonsupply, Answer Will Supply, Answer Hold or Answer Retry you MUST choose a Reason from the drop down list. If you do not choose a Reason, the request will have an Authorisation Status of "Check Error".

9. How do I tell which libraries are ISO ILL sites?

Consult the list of libraries that use ISO ILL locations that interoperate with LADD.

You can also view the Suspension Directory which lists all LADD members and has a column which states if a library uses an ISO ILL compliant system.

10. Why has my item been sent to our old address? It is up to date in LADD and the ILRS Directory.

ISO ILL sites maintain their own location data. ISO ILL compliant systems are not automatically updated when you make a change to your location in LADD. Out of date addresses can therefore linger in an ISO ILL system. If you find an ISO ILL location is sending your requests to an old email or shipping address, contact them directly with your up to date information so that they can update your details in their ISO ILL compliant system.

11. A location has rung asking why I haven't actioned their request. However I cannot see the request in my LADD account.

Occasionally requests sent from ISO ILL compliant systems do not arrive at the Lender’s (Responder’s) LADD account. In the Borrower’s (Requester’s) ISO ILL compliant system the request looks like it has processed correctly. The Borrower (Requester) will investigate what happened with the request on their ISO ILL system.

12. Why am I still receiving requests when my location is currently suspended?

ISO ILL sites maintain their own software and need to manually apply your suspension to their system. This ensures they don’t request from a LADD location who is suspended. If the requesting location has not suspended you in their system, the request will still go to your location. For this reason we ask that ISO sites regularly check the Suspension directory here. When your location is suspended, all requests coming from LADD sites will automatically skip to the next library on the rota. Only requests from ISO ILL sites may still arrive in your LADD account when you are suspended.

13. My requests have been sitting at an ISO ILL site for more than five working days and has not expired, but when I rang the Lender (Responder) about my request they couldn't see it in their ISO ILL system.

Occasionally requests sent from a LADD location do not arrive at the Lender’s (Responder’s) ISO ILL system. In the Borrower’s (Requester’s) LADD account the request looks like it has processed correctly. As the request did not process into the ISO ILL system, the expiry message will not be sent to the LADD system and the request will not move to the next location on the rota.

The Borrower (Requester) should contact the ISO ILL site to ensure the request cannot be found. The Lender (Responder) will investigate what has happened and advise if a new request needs to be created. Do not action your initial request further until the reason why it did not arrive in the ISO ILL system has been resolved.

14. The Lender (Responder) actioned shipped in their ISO ILL system but this is not showing in my LADD account.

There are two main reasons why the shipped action displays in the ISO ILL system but does not display in the LADD account:

  • The ISO ILL site did not remove the GEDI parameter when actioning shipped. These shipped actions are processed overnight after a nightly script has been run on the LADD system.
  • If a Lender (Responder) changes the service type when actioning Shipped this could result in an error occurring as the Shipped service type is not the same as the Request service type. This error will only occur if the Shipped service type is not present in the original request in either the Service Type 1 or Service Type 2 fields. If this error occurs the shipped action to the Borrower (Requester) is unable to be processed.

15. My request has a 'Status or Error Report' in the History (Audit Trail). What does this mean?

The ‘Status or Error Report’ action is an error report sent from an ISO ILL system. The most common cause of the ‘Status or Error Report’ is the truncation of fields when a request is processed into the Relais ISO ILL system as Relais has character restrictions for bibliographic fields. Further information regarding the ‘Status or Error Report’ can be viewed in the History (Audit Trail) in LADD. An example is the note in the History (Audit Trail) of ‘ISBN truncated to 17 characters’, which indicates that the request contains information in the ISBN field exceeding 17 characters. Requests containing a ‘Status or Error Report’ will proceed as normal. You only need to contact the Libraries Australia Helpdesk if you have more then three ‘Status or Error Report’ actions immediately preceding each other in the History (Audit Trail).