Why can’t I log in to LADD?
There may be a number of reasons why you can’t log in.
you are using the correct URL: http://librariesaustralia.nla.gov.au/
you are using the correct login
you do not have Caps Lock on (logins are case sensitive)
you have cleared the cache in your browser
you can access other websites outside your library.
If you still can’t log in, contact Libraries Australia member support.
Why can’t I find my request?
You may not be able to find your request if:
1. It has reached the end of the rota without being supplied
To find your request:
2. It is Complete
Requests will automatically become ‘Complete’ if they are a copy request that has been Received by the borrower, or a loan request that has been Checked-In by the lender.
To find a Complete request:
3. It is Idle
A request may become Idle if you only have one location on the rota and that location is suspended. A request may also become if it hasn’t been submitted correctly.
To find an Idle request:
4. It has been archived
A request is archived when it hasn’t been actioned for more than 12 months.
Why can’t I add a location to the rota?
You may not be able to add a location to the rota if:
- You are entering the wrong NUC symbol.
If you are trying to add a location by manually entering the NUC from the rota details, check that you are adding the correct NUC symbol. NUC symbols are listed in the Interlibrary Resource Sharing (ILRS) Directory.
- The location is not a LADD member.
You can only add LADD members to the rota. Check the LADD Suspension directory for all current LADD members and their suspension status.
How do I update my library’s address/Ariel details?
Click on ‘Locations’, then ‘Edit’ (at the top of the screen). Make your changes and click ‘Save’.
We will be closing over Christmas. How do I suspend my location so that my library doesn’t receive any requests during this time?
You don’t need to suspend your location over the Christmas and New Year period unless your organisation is closed for longer than the standard Australian public holidays. LADD automatically suspends operation on standard Australian public holidays and localised state/territory holidays.
You can check your holiday suspension information in your location details by clicking on Locations, then Edit Own. Scroll down to Local Holidays/Suspensions.
For instructions on how to suspend your library or organisation from the rota, see:
You should not send requests to other libraries while your location is suspended.
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?
To create a request from scratch:
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.
You can also add the location name or part of the name in the ‘Library symbol or location name’ field and a list of possible options will appear under ‘Available’. Highlight the appropriate one and click ‘Add’. Add other details as required and submit the request.
I supplied an item, but before I could action the request as Shipped, the borrowing 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 Interlibrary Resource Sharing (ILRS) Code and its service level.
When the Payments Service Reports are emailed to your library, check that your library has been paid correctly. If there are errors, advise Libraries Australia member support as soon as possible—Libraries Australia cannot reverse a charge once an invoice has been issued.
Who determines shipping charges in LADD?
LADD defaults a shipped cost that matches the service level of the request with the shipping charge in the ILRS Code. However, if wished, the supplying library can change this charge.
To change a shipping charge:
on the ‘Action: Shipped’ screen under ‘Charge Details’, change the base cost
click ‘Calculate New Cost’
‘Ship’ the request.
Can LADD handle reciprocal ILL agreements?
Yes. ‘Own Services’ allows you to configure the default cost when shipping an item to a particular location.
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 that ‘Own Services’ can only be configured for libraries which are LADD members and use LADD to request from your library.
For more information about configuring default costs for reciprocal libraries, see:
How do I let other libraries know what my library’s interlibrary loan and document delivery policies are?
You can let other libraries know your library’s loan and copy policies via the Interlibrary Resource Sharing (ILRS) Directory.
You need a password to edit your ILRS entry (provided when you join Libraries Australia). If you have forgotten your password or need assistance with your entry, contact Libraries Australia member support.
I need an item quickly. How do I ensure my Rush and Express requests are responded to quickly?
As well as specifying ‘Rush’ or ‘Express’ in your LADD request, it’s a good idea to phone the library you sent the request to informing them that you have sent an urgent request.
How do I ensure I respond to Rush and Express requests on time?
Ensure you respond to ‘Rush’ and ‘Express’ requests on time by checking for new incoming requests in LADD twice a day.
You can also sign up to receive Email Alerts letting you know when a new request comes in.
How do I cancel my request?
You can only cancel your request if its status is ‘Pending’. If the request is not ‘Pending’, it is too late to cancel.
Note that your Pending request has not been cancelled until the lending library responds to your cancellation request. The lending library can either accept the request to cancel with a ‘Cancel Reply-Yes’, or reject the request to cancel with ‘Cancel Reply-No’.
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’ is probably the best response. It allows the borrowing 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—however, the borrowing library won’t know that their item may arrive late.
Can I remove multiple locations from the rota rather than deleting them one at a time?
To remove multiple locations from the rota:
I have suspended my location in LADD but still received a request. Why?
The request has most likely come from an ISO site (a location is using an interlibrary system other than LADD) which has 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, action ‘Non supply’ so that the request moves on from your location to the next location on the rota.
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, contact Libraries Australia member support.
What is DocStore?
DocStore lets you attach, send, and receive electronic documents in LADD.
For more information on DocStore, see:
What is the maximum file size that I can send through DocStore?
There is no limit imposed on the size of electronic files transmitted through DocStore. However, a maximum file size of 4MB is recommended so as not to adversely affect the response time of the system.
How many times can I view a document delivered via DocStore?
The viewing limit for DocStore files is 5 views, or 5 days after first viewing.
Once the limit is reached, the document is deleted.
As a borrower, can I save an electronic document to my local or networked drive?
Under Australian copyright law, you are not permitted to save electronic documents.
Rather than saving the document, print it out on first viewing, then delete the document from the request.
I intended to ship a request using DocStore but forgot to attach the document to the request before actioning it as ‘Shipped’. What should I do?
As the ‘Shipped’ action has already been submitted, there is no way to reverse the transaction.
Deliver the document via alternative means such as email, post or fax. Make sure you send the borrowing library a message letting them know you have delivered the document via alternative means.
When I checked the transmission status of a request which I had ‘Shipped’ via DocStore, it was still appearing as ‘To be transmitted’. Why?
One or more of the DocStore request pre-requirements may not have been met, preventing the copy from being delivered.
The pre-requirements for DocStore requests are:
Service Type must be ‘Copy Non Returnable’
Requested Delivery Method must be ‘Electronic Mail’
Docstore delivery address field must be populated with a valid DocStore email address—this will be email@example.com unless the request is from an ISO ILL location. For known DocStore adresses, see the Libraries Australia Document Delivery manual, Section 5.
To work around this, delete the attached document(s) so that the shipped message can go through. Deliver the document via alternative means such as email, post or fax. Make sure you send the borrowing library a message letting them know you have delivered the document via alternative means.
When viewing the status of documents which I requested be delivered via DocStore, I can’t see any ‘File–Delivered’ message, even though although the status of the request is ‘Shipped’. What should I do?
Contact the lending library to check that they delivered the request via DocStore. They may have encountered an error and supplied via alternative means.
Is there any way for me to supply an item for a DocStore request via my Ariel workstation?
The Document ID field must contain only VDX. Note that this method of supply is not supported by LADD.
For more information on supplying via Ariel, see:
I don’t want my requests to be supplied via DocStore. Instead, I want to be supplied via Ariel. How do I indicate this on my request?
For steps to ensure that DocStore is not used to supply your requests, see:
How can I find information about Te Puna Interloan member libraries?
There are several ways you can find out the lending policies, delivery methods and charges of Te Puna Interloan member libraries.
If you know the NUC symbol:
If you know the name of the library:
log in to Libraries Australia Document Delivery
go to the ‘Location’ Tab, enter part of the library name (eg Auckland) and click ‘Submit’
You can also find NLNZ symbols by searching the Directory of New Zealand libraries.
What are the charges for borrowing from Te Puna members?
Like Australian libraries, Te Puna members have a variety of charges for interlibrary loans and copies.
Te Puna libraries tend to charge a higher amount than specified in the Australian ILRS Code—in some cases, up to $50 per item. We highly recommend you use the ‘Max Cost’ field to let lenders know the maximum cost you are willing to pay.
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 are based on the ILRS Code (minus the GST). It is up to your library to decide whether you wish to vary this charge to accommodate postage or insurance costs. You should take the Borrower’s ‘Max Cost’ into consideration before shipping the item.
Which copyright conditions do I use for Te Puna loans?
An Australian library borrowing from a Te Puna Interloan member should adhere to s 55 of the New Zealand Copyright Act 1994.
For more information about the New Zealand Copyright Act, see Part 3 of the Copyright Act 1994 at www.legislation.govt.nz
A Te Puna Interloan member borrowing from an Australian library should adhere to s50 (1) of the Australian Copyright Act 1968.
You should see the following statement in copy requests from Te Puna libraries:
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.
Which Service Levels will I see when requesting from Te Puna lnterloan members?
You will see the standard Australian Service Levels. (Behind the scenes, the Service Levels used by Te Puna Interloan members will be mapped to our standard codes.)
Note that 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 time frame 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.
What do Te Puna TGQs look like?
Like LADD, Te Puna Interloan uses a VDX system. The Te Puna interlibrary loan numbers (TGQ numbers) you see will be numeric—though their numbers will be lower than those in LADD. An example Te Puna TGQ number is 2205472.
How do I add Te Puna libraries to the rota?
Select Te Puna libraries for the rota in the same way you select Australian libraries.
To manually add Te Puna Interloan members to the rota, search for the Te Puna symbol or library name and add it to the ‘Library symbol or location name’ box.
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.
The address 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 address.
How do I set up my interlibrary loan system to operate with LADD?
For information on how your interlibrary loan system can interoperate with Libraries Australia Document Delivery, see:
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 the same as when you request from a non-ISO location.
How do I manually add an ISO location to the rota?
To add an ISO location to the rota, use the normal NUC symbol for that location. You do not need to prefix the NUC symbol with an ‘I’.
Why is the borrowing library's number smaller than normal?
The ILL number generated by a borrower’s ISO system may not be in the range currently used by the Libraries Australia server. It may also be alphanumeric.
Why is my library's ILL number the same as the lending library's ILL number?
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 Libraries Australia server is both the lender and the borrower, it generates both numbers. By contrast, the lender will see their own number (as it will be generated by their system).
How do I tell which libraries are ISO ILL sites?
You can see which libraries are ISO ILL locations by checking:
Why has my item been sent to our old address? The address is up-to-date in LADD and in the ILRS Directory.
Some ISO ILL compliant systems are not automatically updated when you make a change to your location in LADD.
If an ISO ILL location is sending your requests to an old address, contact them directly with your up-to-date information so that they can update your details in their system.
A location has rung asking why I haven’t actioned their request. Why can’t I see the request in my LADD account?
Occasionally, requests sent from ISO ILL compliant systems do not arrive at the lender's LADD account, even though the request looks like it has been processed correctly in the borrower’s ISO ILL system.
If you are unable to determine the reason for the missing request, contact Libraries Australia member support.
My location is currently suspended. Why am I still receiving requests?
When your location is suspended, all requests coming from LADD sites will automatically skip to the next library on the rota. However, ISO ILL sites need to manually apply your suspension to their system. If the borrowing location has not suspended you in their system, the request will still go to your location.
My request has been sitting at an ISO ILL site for more than 5 working days and has not expired. When I rang the lender, they couldn’t see my request in their ISO ILL system—why?
Occasionally, requests sent from a LADD location do not arrive at the lender’s ISO ILL system, even though the request looks like it has been processed correctly in the borrower’s LADD account.
When a request is not processed in the ISO ILL system, an expiry message is not sent to LADD, and the request does not move to the next location on the rota.
Ask the lender to investigate what has happened and advise whether a new request needs to be created. Do not action your initial request further until the reason for it not arriving in the ISO ILL system has been resolved.
My request has an ‘Error Report’ in the History (Audit Trail). What does this mean?
‘Error Report’ is an error report sent from an ISO ILL system. The most common cause is the truncation of fields when a request is processed into the Relais ISO ILL system (Relais has character restrictions for bibliographic fields).
You can find more information about the Error Report in the History (Audit Trail) in LADD. For example, the message ‘ISBN truncated to 17 characters’ indicates that the request contains information in the ISBN field exceeding 17 characters.
Requests containing an Error Report will proceed as normal.
If you have more than 3 error reports one after the other in the History area of a LADD request, contact Libraries Australia member support.