Southern Ontario Library Service

Announcement to Ontario Library Service-North Libraries

Southern Ontario Library Service and Ontario Library Service-North are working together to consolidate support in service areas common to all Ontario public libraries. One of these is the INFO Interlibrary Loan system. Support for INFO related matters as described here, will be provided by Southern Ontario Library Service staff in the Toronto office. This will take effect on Tuesday July 19, 2005.

HelpDesk Services

INFO libraries in both SOLS and OLS-N service areas will be supported by SOLS HelpDesk for INFO operational needs in the following areas:

1. VDX issues
   1. VDX system administration
   2. VDX network problems
   3. Search target accessibility
   4. browser configuration
   5. z39.50 target implementation
   6. procedural questions
   7. VDX user documentation

   8. system advisory announcements

2. INFO union database
   1. procedural instructions for annual build
   2. support with FTP of data files if required
   3. confirmation of submission process
   4. mediate troubleshooting with database vendor

HelpDesk support has the following exceptions:

Exception 1: Hardware issues (computer, printers, etc.) and virus cleanup
As with SOLS libraries, if OLS-N libraries have support issues for hardware or virus cleanup that are not readily answered by SOLS HelpDesk staff, the call will be referred to 24/7 TekDesk for resolution.
Phone: 1-866-484-0355
Website: http://24by7.ca/
Email:  solveit@tekdesk.org

Exception 2: Internet Connectivity
All libraries should seek support directly from their ISP for connectivity issues. This includes setup and problems relating to receiving/sending of email.

CONTACT INFORMATION FOR HELPDESK SUPPORT:

Mediated Interlibrary Loan Support

INFO libraries in both SOLS and OLS-N service areas will be supported by the SOLS ILL Unit for mediated interlibrary loan in two categories.

1. Mediation for 3rd party offline requests
   Requests from small libraries not using full VDX functionality, can be directed to the SOLS Toronto office for processing by ILL Unit staff. Requests may be sent by fax or email (preferred method). Guidelines and procedures for this process are described in SOLS Interlibrary Loan: A Guide for Offline Libraries published on the sols website at http://www.sols.org/resourcesharing/INFO/policies/offlineguide.htm

2. Mediation for “beyond INFO” requests
   Requests that can not be satisfied by either

   1. any public library in Ontario that is a responder in the VDX network
      (requesting library has performed a thorough search of INFO and all targets)

   2. the collection at Library and Archives Canada (OONL)
      (requesting library has searched AMICUS within VDX to determine if OONL has a lending copy)

   These requests can be directed to the SOLS ILL Unit staff for processing following procedures outlined in Borrowing from Library and Archives Canada (OONL) using VDX published as a .PDF file on the SOLS website at http://www.sols.org/resourcesharing/INFO/policies/index.htm

CONTACT INFORMATION FOR MEDIATED INTERLIBRARY LOAN

If you have any questions regarding these support consolidation initiatives please contact:

Lorraine Leblanc lleblanc@olsn.ca 1-800-461-6348, Ext. 207
Barbara Franchetto 1-800-387-5765, Ext. 5104
SOLS HelpDesk 1-800-387-5765, Press 4