Category: Services

Welcome to my long overdue update on the software situation in the library.  Since our library system (UHLS) moved to a new library management software at the end of March, the system’s techies have been working hard to get the kinks out of the new system.  Believe it or not, there are still several modules and functions that are still being configured.  The purpose of this post is to let you know which issues are still outstanding and where to get help if you need it.

1.  Notifications

Some people are still experiencing minor issues receiving their notifications.  Most commonly, emails are not received.  Make sure to check your spam folder.  Even if you have already “rescued” a library email from your spam folder and marked the sender safe, emails can come from different library email addresses.  You may need to add several addresses to your email whitelist before the emails will stop going to junk mail.  If you are not receiving notifications and you have already checked your spam folder, please contact the library and let us know.

Some patrons have pointed out that phone notifications do not mention the library where their items are being held.  This can be an issue for power users who pick up items at multiple locations.  At this time, there is no fix for this issue.  We suggest that patrons who are unsure where their items are being held login to the online catalog and click their name in the upper right corner of the screen.  On the left menu of the next screen, select “holds.”  Any items showing “ready for pickup” under status will also list a pickup location.

2. Prompts to request specific items

In some cases, when requesting an item, a patron is prompted to request a specific copy of an item, even though all of the copies are the same.  This is a cataloging issue that all of the libraries are working to fix.  Reports of this issue are few and far between, but it still happens.

3. Blocked from placing a hold

On our previous system, patrons with outstanding charges on their library cards could place holds on items and would be prompted to pay down their fees when checking out an item.  The new system no longer allows holds for any card not in good standing.  Unfortunately, we cannot control this.  If you are blocked from placing a hold, call the Reference Desk (477-7476, option 4) and we can override this restriction and place the hold for you.

4.  Checking out an OverDrive item through the library catalog

Previously, we had two separate catalogs for our physical items (books, CDs, DVDs, etc.) and digital items (OverDrive).  While the two separate catalogs still exist, our new library catalog contains our digital items as well as physical.  You can even check out and download most digital titles without leaving the catalog!  To test this, search the catalog for a title.  In the left menu, look under “format.”  If the item is available as a downloadable audiobook or e-book, there will be options for “downloadable e-book” or “downloadable audiobook.”  You may need to click “more” to see all available formats. 

If you are looking for a magazine or streaming video, the format categories are less helpful.  Downloadable magazines show up as “downloadable e-books” and streaming videos show up as “DVDs.”  Check the individual record for more clarification:

If you click on “Check out with OverDrive”, you will be prompted to sign in if you haven’t already.  Then a window will pop up confirming checkout:

After you select “check out”, you can immediately download the title by selecting “Get eBook” if you are using the device you would like to read/watch on.

Otherwise, you can download it later by logging into your account in the OverDrive catalog.  Occasionally, an error message will display, and you will need to go to the OverDrive catalog and sign in to download, anyway.  We’re working on that, too.

5.  New item notification

We had more direct control over our last system, which allowed UHLS to create add-ons that would use the power of our library catalog to provide extra features for patrons.  One of these add-ons was the ability to subscribe to a “New Items” feed.  This feed would notify subscribers when a new item was added to the catalog.  The popularity of this feature was made clear to us by patrons who were very frustrated when it disappeared.  UHLS knows how much patrons want this feature, and they are working to bring it back.  Because there are still some higher priority bugs to work out with the everyday functioning of the catalog, this feature may need to be on the back burner for a while.  However, it is definitely on the to-do list.

6.  Getting help

We have created several types of training resources to help you navigate our new catalog. Our Online Catalog Help page includes short videos and text instructions for common tasks, as well as a print-friendly (PDF) guide to using your library account online.  Of course, if you’d rather get assistance from a live person, our reference librarians are always happy to help.  Give us a call (518-477-7476, option 4) or stop by at your convenience.

Again, we’d like to thank all of our patrons for their patience and understanding during this time of transition.  What are your thoughts on the new catalog?  Have you discovered a bug not discussed here?  Let us know in the comments.

What’s Encore?

Last week, the Upper Hudson Library System (UHLS) upgraded its catalog and patron management software.  We were unable to remain with the old software, as the vendor had stopped supporting it years ago and it was really showing its age by failing in critical ways.  Moving to a new library management software is an enormous project that takes lots of planning and configuration.  In fact, the project has several phases, and it will remain ongoing for several months.  While the new software has many exciting features for both patrons and staff, many of them are not yet available and will roll out over time.

Phase One Complete

Because this was not simply an upgrade to our current software, but changing software entirely, much of the battle here was getting the data from our current system to move successfully and meaningfully to the new system.  I won’t bore you with the details, but at times this can be like trying to fit a square peg in a round hole.

The priority for our first day working live in the new system was to make sure that we could check items in and out and they would attach/remove appropriately with a patron’s account.  Now we are identifying glitches that may have occurred in translation (a.k.a. stuff that got lost or broken in the move) and working to fix them.  If you believe something may be amiss with your patron account (lost requests, inability to login to your account, etc.), please let us know ASAP so we can investigate and fix the issue.

Getting Help with the New System

Another part of phase one of the project is staff and patron education.  The library staff has been trained on the new software, but it will take time for us to get used to using it.  We truly appreciate your patience, as transactions at the checkout desk and information desk may take longer than usual.  If you would like help searching the catalog or managing your account, please see our catalog help page for videos, text, and a printable guide, or our YouTube channel for videos only.  If you would prefer to walk through the new catalog with a librarian, please visit the reference desk, and we’ll be happy to show you the finer points of the new catalog and answer any questions you may have.

Phase Two Underway

The next part of the project is to integrate the new software with our other library software and turn on additional features.  Here are some examples:

• We have integrated our online article subscriptions (databases) with the catalog, making it possible to search for digital newspaper, magazine, and journal articles right alongside our physical books, music and movies.  Unfortunately, there is still a bit of an issue getting these articles to display consistently when accessed through the catalog.  Until we work this out, you can search the databases separately from our online resources page.
• OverDrive, our service for downloading books, audiobooks, magazines and streaming video, is currently partially integrated into the catalog.  Some, but not all, titles show up with links that will open the separate OverDrive catalog for checkout.  In the coming weeks, a feature will become available that will show all current OverDrive titles and allow you to check them out without ever leaving the main catalog!
• Libraries that use software for managing public computers, printing, self-check machines, and point-of-sale systems (taking payments) are working to make sure that this third party software communicates effectively with the new system.  At the East Greenbush Community Library, these particular services are up and running.  Your experience may vary at other libraries.

Known Issues

Aside from the issues above, the following missing features have been brought to our attention.  Issues we may be able to fix have been submitted to UHLS support.

• The My Account login page does not offer an option to save your barcode. This has been addressed.  There is now a check box you can click if you would like the browser to remember your barcode.
• The New Items feed is no longer available.  We are aware of how important this feature is to our patrons, but are unsure if this can be configured as part of the new system.  It is on the list of features to explore.
• When viewing the catalog in the Internet Explorer browser, the input fields on the login page are too short (though they do accept a full barcode), and sometimes the popup windows become transparent and don’t respond to clicks.  So far, we have only seen these issues in IE.  If you experience these issues, we recommend using an alternate browser, such as Firefox or Chrome.

We Appreciate Your Feedback

As always, your feedback on the new system is important to us.  We want to make sure your library experience is a positive one.  In the first week, we received a lot of feedback at our service desks, which helped us report issues we may not have seen otherwise.  Have questions or comments about the new system?  Please let us know in the comments below.

If you have placed a request on an item in our catalog, you may have noticed that your request was automatically suspended.  This is a temporary measure to ensure that the migration to our new catalog software goes smoothly.  By temporarily suspending requests until we go live on the new software, we will reduce the likelihood that items will get lost in transit during the change.  Your requests will automatically reactivate when we go live with the new system on 3/31/15.  We apologize for any inconvenience this may cause.

As I mentioned in my previous post, the Upper Hudson Library System is upgrading its catalog and patron management database.  The new software, named Sierra for staff and Encore for patrons, has some great features that we are very excited to offer.  As with any software migration (I’m not being overly dramatic – it’s an industry term), there will be some major differences between how the system runs currently and how it will run after we go live on the new system.

In my last post, I focused on some of the new features Encore will have for patrons.  This post is dedicated to the issues you need to know about, actions you may need to take to preserve your account information, and the timing of planned interruptions in service.

New Rules and Actions You May Need to Take

• With our current system, patrons can suspend a request for an item if they want to place a request but make sure the item doesn’t show up when they cannot pick it up.  In Encore, patrons can only suspend (now called freeze) a request if there are no checked in items at any location to fill the hold.  In order to time future requests, we suggest patrons use the new “Reading List” feature when logged into their account in Encore.
• If you currently have suspended requests in your account, they will be activated automatically when we move to the new software on 3/31.  You will need to either re-freeze the items or move them to your reading list.
• Currently, if your account is not in good standing for any reason (too many fines, too many overdue items, expired card, etc.), you are blocked from checking out physical items and using our computers.  In the future, you will be blocked from ALL functions, including downloading digital items, placing requests, registering for events using your library card, and using online resources that require you to enter your library card number.  We would have preferred to keep the old policy, but this is one way in which the new software is inflexible.
• If you have an email address configured in your account, you can have your checkout receipt emailed to you rather than printed.
• Items currently saved in patron accounts under “My Lists” will NOT be moved to the new system.  If you save items there, print or email yourself the list prior to 3/27 in order to preserve it.
• There is a chance that you may need to reset your PIN on the new system.  In the future, library staff will not be able to see patron PIN information in plain text in a patron account.  Staff will be able to reset a PIN, but not determine a current PIN.

Important Dates

• 3/16/15 – We will pause taking requests for materials until we go live on the new system (3/31).  This will help us minimize errors with items in transit and on hold for patrons during the move.  Traditionally, this is where most of the errors in transition would be.
• 3/27/15 – We will pause taking new patron registrations and item renewals.  We will resume registering patrons and renewing items on 3/31.
• 3/30/15 – All UHLS libraries will be offline.  Patrons will be able to check out physical materials (with library cards only – no Driver’s Licenses will be accepted on this day), but digital downloads will not be available.  Also, other online resources that require a library card number will not be available.  Item check-in, fine/fee payment, card signup/replacement, and any other in-person or online account management services will need to wait until we go live with the new system on 3/31.  There will be a procedure in place so that public computers can still be used, and our “old” catalog will still be available for reference at http://vufind.uhls.org, though item status will be out of date.

Questions?

If all goes smoothly, the libraries will be live on the new system when we open for business on 3/31.  It is unlikely that online services will be restored before that.  Of course, with a project this size we expect some glitches, but we will do our best to keep our users informed of any changes in the plan along the way.  If you have questions, let me know in the comments and I will do my best to find answers for you.