# Presentation: 683506

## DOCLINE Medical Library AssociationMay 2004

- Maria Elizabeth Collins
- National Library of Medicine
- National Institutes of Health
- Department of Health & Human Services

**Notes:**
Thank you and Good Morning Everyone.
My name is Maria Collins and I work in the Public Services Division of NLM and I’m a member of the DOCLINE Team.
I want to tell you about what we’ve been working on since our last meeting, and what we have planned for the coming year.

## It was a very good year ...

- DOCLINE 1.6 (July 2003)
- DOCLINE 2.0 (December 2003)
- DOCLINE 2.1 (April 2004)

**Notes:**
As Frank Sinatra said, It was a very good year
DOCLINE had three major releases in the past year starting with DOCLINE 1.6 in July 2003.

## DOCLINE 1.6 (July 2003)

- Ordering using OLDMEDLINE UI
- Displaying links to free full-text articles
- Statistics since December 2003:
- Loansome Doc: 2,166 articles not ordered
- DOCLINE: 6,996 articles not ordered
- SERHOLD to OCLC batch update
- 365 libraries participating
- 256,480 holdings records

**Notes:**
DOCLINE 1.6 introduced the display of links to FREE full-text articles available in PubMed Central and through LinkOut.  In December, we started gathering statistics of the number of times a free link was displayed to users and the number of times the user abandoned the order.  More than 9,000 times, the user chose to view the free full-text article online rather than order the article – saving everyone some time and money.  
We also introduced, the SERHOLD to OCLC batch update program.  Currently, we have 365 libraries participating with more than 250,000 serial holdings records sent to OCLC for updating each quarter – a nice time-saver for our libraries.

## DOCLINE 2.0 (December 2003)

- New design and navigation
- Institution record searching & updating
- 50+ user requested enhancements added
- New search limits
- Restructured ILL charges
- Improved Routing Table maintenance
- Added separate billing address
- And more...

**Notes:**
In December of 2003, we released DOCLINE 2.0 which was the major event for us last year.  It was more than a year in the making. It introduced a new design for DOCLINE, new navigation, and new functionality.  Our focus was on the institution record, formerly called DOCUSER.  We updated the searching and update function for that module.  We included more than 50 individual user requested enhancements.  In addition, we updated the picture of Tugger, the DOCLINE mascot.

## DOCLINE 2.1 (April 2004)

- Additional visual cues for free full-text articles
- Improved editing of Loansome Doc services

**Notes:**
Just last month, in April 2004, we released DOCLINE 2.1.  We made some minor changes to the updating of the institution record based upon feedback received from our users.  We also made some changes to the Free links, adding some additional visual cues in order to bring more visibility to those items, indicated here in blue. 

## DOCLINE Ordering of Free Articles

**Notes:**
A few statistics on the free links – the bar in blue shows the number of times a free link was displayed to a user.  The red bar shows the number of times the user elected to abandon the order process once the link was displayed.  You can see that with our consistent DOCLINE user base, the numbers of requests abandoned have steadily increased over time.  Our ideal would be 100% of the users abandoning the order when they see a free link.

## Loansome Doc Ordering of Free Articles

**Notes:**
In Loansome Doc however, the numbers of users who choose to abandon the order are significantly less.  So we need all of your help in publicizing the links to free full-text articles not only in Loansome Doc, but also in PubMed to make sure people are aware of these valuable resources available to them for free.  You can see an increase in order abandonment in April which we attribute to the additional visual cues, as well as some publicity we added to the Loansome Doc Login page for a one-week period.  We’re going to do more publicity in the coming months, but ask that you all try to reach your users with this information in training sessions and newsletters.

## Coming soon ...

- DOCLINE serial holdings import from OCLC
- In testing
- Ability to change delivery method in batch lend
- Truncated journal title search
- Serial Holdings
- Requests / Unique Key

**Notes:**
What we’re working on now is the OCLC to SERHOLD batch update program.  We completed some testing with OCLC in April where we identified some issues with the data transmission.  We are waiting for the next round of data from OCLC which is only produced monthly.  We expect the data in June.  Once we receive the data, we will test again, and try to make it available to our libraries as quickly as possible.

We’re also adding the ability for lenders to change the actual delivery method in Batch Lend.  This will provide borrowers with the correct information.  It will also provide the system the correct delivery method so that the DOCLINE Team can evaluate the traffic so we can better plan for enhancements and system changes.

And long awaited, we will be adding a truncated journal title search – left anchored.  The search will be available in both the Serial Holdings module and Requests module.  This is in addition to the journal title abbreviation search which is being retained.

## In the coming year ...

- ISO / ILL Protocol
- Testing in progress
- Serial holdings output in MARC 21
- Pilot project beginning in late summer
- Loansome Doc Redesign
- In design & usability testing phase

**Notes:**
A little farther beyond, but still within this calendar year, we are working on the ISO ILL protocol.  Currently, we are in early testing with the OCLC ILLiad product.  The project team expects a fall release for the protocol.  Once the initial version is out, we’ll start working with other vendors – VDX, RLG, and Relais International.

Beginning in the summer, we will be working on a pilot project to provide serials holdings output in MARC 21.  This will allow an individual library to request their holdings be exported in the MARC format.  Currently we have 7 libraries signed up for this pilot project. 

The other major project that we are undertaking is the redesign of Loansome Doc.  

## Loansome Doc Redesign

- Goals
- Improve usability
- Decrease learning curve
- Add library and user requested enhancements
- Design new appearance and user workflow
- Usability Testing
- Coding
- Testing
- Release

**Notes:**
The goals of the project are similar to what we had for the initial phase of the DOCLINE redesign:  improve usability, decrease the learning curve, and add library and user requested enhancements.

During the first part of the year, we worked with a graphical design firm to design a new appearance and to revise workflows, particularly the registration process and ordering.  Currently we are in usability testing of the new design.  We conducted the first round of usability testing in April.   We are currently revising screens and workflow based upon those results.  The second usability test will be take place at the end of June.  We expect coding to begin at NLM towards the end of August with release projected towards the end of the calendar year.

## Loansome Doc Enhancements

- Allow libraries to edit their LD patron records
- Display library message to user during registration
- Email registration confirmation to user
- Login ID will be user’s email address
- Password retrieval mechanism
- Warn user requesting duplicate articles
- Alert user to library’s holdings during order

**Notes:**
Some key enhancements we plan to add include:
allow Loansome Doc libraries to edit their own Loansome Doc patron records,
to display a message from the library to the user during the registration process to allow libraries to communicate important information to their users,
And once the user has completed their registration with the system, we will send them an email confirmation which will include basic information about Loansome Doc, its terms of use, the copyright statement, their LD Library's contact info, URL, and comments field.  Also their ID, P/W and a link to LD Home Page.

We will also be moving to the user’s email address as their login and introducing a password retrieval system.  These two items together should reduce customer service calls by 50%.  At NLM, and what we’ve heard from all of you, is that people cannot remember their logins and/or passwords so this should really help everyone.

We’re also introducing a warning system to alert users who appear to be ordering a duplicate article.  If the user has requested the same PMID within the last 40 days, the system will warn them and give them the request’s current status.  They will have the opportunity to abandon the order or continue with that knowledge.

Last of the key enhancements is to alert users to their library’s holdings of that item during the order process.  This has been an end-user and library enhancement request.  Libraries have different policies about what they want their users to do.  Some libraries want users to abandon the order if they report owning the material, while others would want users to abandon the order if they don’t report owning the material.  We’ll present the information to the user, but the libraries will need to educate their users about what decision is best for them in their library.

## Loansome Doc Login

- New

- Current

**Notes:**
I wanted to give you a preview of the new design, still in-process.  The current login screen is on top, while the new design is in the lower right corner of the screen.  This will be going to a second round of usability so it might change somewhat before its release.  We’re trying to make it more visually appealing, but also to make it more of a landing page for Loansome Doc users which leads users to the full functionality of Loansome Doc.  The first usability test showed that users are mostly unaware of the functionality of Loansome Doc beyond ordering.  We’re trying to point out other features in Loansome Doc which are available to them.

## Slide 13

**Notes:**
This is the Order page which displays the citation information as well as the holdings information and free link.  In the second usability test, we will be specifically testing the free links to try and understand why users are not clicking on the free links and getting those articles for free.

## Loansome Doc Status

**Notes:**
Here is the Status screen.  This is the functionality that most users do not know about.   As you are working with users, or on publicity / training, you may want to highlight this functionality to bring it to light.

Just a little aside to illustrate the value of usability testing.  We discovered that the status of “Not Filled” was interpreted by 100% of the usability subjects to mean “Not Filled – Yet”, that it was still pending.  We’ll be testing new wording, “Could not be filled”, in the second test to see if the users understand that better.

## And beyond ...

- Requests & Serial Holdings Redesign
- Review screens and workflow
- Review requested enhancements
- Site visits with select libraries in Metro Washington area
- Design
- Usability testing
- Coding
- Testing
- Release

**Notes:**
Beyond the Loansome Doc redesign and the other projects I’ve highlighted for you, we are planning for the redesign of the Requests and Serial Holdings module.  As we did with the DOCUSER or institution record redesign, we will be reviewing all of the screens and workflows to figure out what better ways we can do things.  We will also be reviewing all of the enhancement requests you have sent us.  In addition, we will be visiting some local libraries to watch their processes and learn from them what issues and concerns the software could possibly address so we can bring us the best possible product.

Beyond that, we will be going though the same steps of design, usability testing, coding, testing, and release.  There is no projected release date yet.

## And now for some numbers ...

## DOCLINE Requests

**Notes:**
Our fill rate in DOCLINE continues to be about 91.5%, a fact that we very proud of.  However, one of our goals during the Requests & Serial Holdings redesign is to increase the fill rate where we can by analyzing the No Fills to see if & how the software could have helped fill a request.  We’ll be looking at those No Fill transactions and the enhancement requests to see if we can raise the fill rate even higher.

## DOCLINE Routing

- 83% of requests completed on first route
- 96% of requests completed on second route
- Only 4% of requests require more than 2 routes
**Average number of routes = 1.23**

**Notes:**
This is another statistic which has remained stable over the years.  96% of requests are completed by the second route, meaning it went to only two libraries.  The average number of routes to complete a request is only 1.23.

## A Day in the Life ...

- 31,505 requests were completed on 5/19/2004
- 19% were completed in less than 3 hours
- 30% were completed in less than 6 hours
- 65% were completed in less than 24 hours
- 88% were completed in less than 48 hours
- Average time to fill a request = 1.135 days

**Notes:**
And just a little slice of life as we look at one day’s activity in DOCLINE.  It shows that more than 31,000 requests were completed last Wednesday.  65% were completed in less than 24 hours.  The average time to fill a request was only 1.135 days.  So everyone is doing a great job.

## Network Delivery Methods

- Mail Delivery :  - 13.61 % points
- Email Delivery : + 10.27 % points

**Notes:**
Numbers that have changed over time and quite dramatically in the past few years is the way in which requests are delivered to borrowers.  In the Network Libraries, mail delivery is now just 50% of all requests, down from about 64% just last year.  Email delivery is up 10% points.

## NLM Delivery Methods

- Mail Delivery : - 18.17 % points
- Email Delivery : + 21.22 % points

**Notes:**
At NLM, the shift is even more dramatic.  Three years ago, we were delivering about 65% of all our requests via mail.  Over the past 40 days, mail delivery was only 10.5%, a fact that we are very happy about at NLM.  Even from just last year, mail delivery decreased 18.17% points and email delivery rose 21.22% points.  So since last year, email delivery has doubled.  As a reminder, NLM’s preferred delivery methods are web and email.  We feel it provides the fastest delivery and the best document for the user.

## DOCLINE Team Members Available...

- NLM Booth
- Monday, 10am – 12pm
- Monday,  2pm – 5pm
- Tuesday, 10am – 12pm

**Notes:**
We invite you to stop by the NLM Booth at the times shown to ask questions, give us feedback, or just to say hello.  

Thank you.

## Questions?