Service Quality Improvement Council

• Delete all traces of the lost/missing items in ORBIS and the card catalog if it was the only copy or edition held by the library
• Keep records if more than one copy is held by the library

Joan recommended stating, in user-friendly language, that an item is no longer available and that it no longer exists within the collections. The statement that the user now sees ["Item no longer on file."], Joan argued, provides little information. Altering the ORBIS display would make it unnecessary to pull cards from the card catalog -- ORBIS would be the catalog of record. She added that the process of pulling cards is a time-intensive activity. Then, the two options for handling missing and lost items are

1. CURRENT: Suppressing records and pulling card catalog entries OR
2. PROPOSED: Presenting a clear statement of missing/lost status in ORBIS

In spite of the traditional outlook that the catalog should show only what the library has, the use of remote access by patrons makes it more important than ever that missing/lost status be intelligibly presented in ORBIS displays.

Joan then suggested that rather than having catalog management dependent on selectors' decision to replace/not replace lost items, the two processes be made discrete. Such an arrangement, in her opinion, would be "cleaner," would work across units, and put cataloging staff in a better position to perform their duties in a more timely manner. Currently, the withdrawal process does not begin until after the replacement process has been completed.

Sue Crockford-Peters noted that displaying call numbers for missing items creates the impression that these items are still available. Users who key in a call number search are unaware of the lost/missing/withdrawn status of an item. Readers' reaction have been negative when learning that this "maintenance task" has not been performed. Joan responded that unless staff suppress the copy statement in the present way that ORBIS is used, the call number cannot be suppressed. Sue added that broadcast searching on a bibliographic record does not make it clear that an item is lost.

Questions raised include:

Paul Stuehrenberg outlined Joan's recommendations:

1. Institute a new policy, making ORBIS the catalog of record.
2. Separate catalog management from the replacement process.
3. Determine new text of statement to be displayed to patrons.

The SQIC approved recommendations 1 and 2. As regards point 3, Joan reported that a number of faculty members have asked that withdrawn items be distinguishable from lost items.

Next steps include:

II. SQIC retreat. The next meeting of the SQIC will be devoted to discussion of the 12-8-00 retreat.

III. Borrower account service on ORBIS. SQIC members were asked to comment on the service. There has been a modest level of activity already. Access Services will have instructional handouts available for the first day of classes.

The next meeting will be held on 1-10-01.