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Due to the growing popularity of our FAST TRACK and FAST TRACK PLUS services, we have decided to write an issue of Service Points which covers the most frequently asked questions we receive regarding these services. We also tell you ways in which you can assist us to process your requests in the most efficient way possible.
The Document Supply Service receives over 5% of all requests as part of the FAST TRACK service. In one month, for example, (October 1994), we received 789 requests for this service. Since FAST TRACK PLUS commenced in September 1994, we also receive regular requests for this premium service. Maintaining the high levels of quality we have achieved in providing these services takes two staff full time, and a large proportion of the time of a higher level staff member (our Fast Track Co-ordinator).
Requests for the FAST TRACK service may be forwarded to us by any of our current methods of receipt; ABN ILL, ILANET, electronic mail or fax. (Mail requests are obviously not the most efficient way for you to forward requests for these urgent services.) Telephone requests are also accepted, but only between the hours of 1pm and 3pm each day. FAST TRACK PLUS requests are only accepted by fax (and may be only for faxed copies of articles). All requests must be clearly set out as follows, specify the level of service you require, and include a contact name, fax and phone numbers. Requests for loans must include your full street address for delivery purposes.
ABN ILL subsystem; FAST TRACK should be indicated in the CANCEL ON field.
ILANET or electronic mail; FAST TRACK should be either the first words of the request or be in the 'Special Requirements' field. Please place asterisks before and after the word FAST TRACK eg ***FAST TRACK***; this will assist us in distinguishing your urgent request from the large number of standard requests we receive. All electronic mail requests should contain full bibliographic details clearly set out with the requesting library's address and requirements appearing on EACH individual request.
Fax; FAST TRACK should be clearly indicated and requests must be on either a copy of an ACLIS form or in a format suitable for us to process ie contain full bibliographic details clearly set out with the requesting libraries address and requirements appearing on EACH individual request. Each request should be no larger than an ACLIS form or half an A4 size page.
The National Library is a large institution and has many fax numbers. ALL requests for the Document Supply Service, including FAST TRACK, FAST TRACK PLUS, and standard, should be forwarded to the Document Supply Service fax number (02) 6273 2719. Requests sent to any other fax number may not be processed within the time required.
There is no limit to the number of requests a library can make. However, if more than one request is made by either fax or electronic mail, the notes made under pt. 1 above must apply.
If you have a problem with a request which we have delivered, you should contact our FAST TRACK officer on (02) 6262 1438 between 1-3pm, or at other times our FAST TRACK Co-ordinator on (02) 6262 1415. You should provide us with the internal processing number which we have allocated to your request (this appears in a box on the charge cover sheet) and be able to give us clear details of the problem eg incorrect charging, fax transmission not clear.
There a two reasons for a request to be cancelled. The first is because we are unable to supply the item within the guaranteed processing time of 24 or 2 hours. In these cases we will contact you and give you the choice of either cancelling your request or having it processed at another level of service at the different charging level. The second reason a request may be cancelled is because it is no longer required urgently by the requestor. However, all requestor initiated cancellations must be done as soon as possible after the original request has been made. This is because if we have already forwarded you the request, we will expect payment at the appropriate level. Please make your FAST TRACK requests carefully!!
All FAST TRACK requests are guaranteed to be processed within 24 hours and all FAST TRACK PLUS requests within 2 hours. These times however are only from the receipt of the request within the Document Supply Service to the despatch of either the item or the negative reply. The only types of requests which we can guarantee to be delivered within these times are faxed requests for articles. All loans, microfiche etc are delivered by courier to your library (except for ACT libraries who collect their items from the Pigeon Holes in the National Library loading bay); this delivery time is not controlled by the Document Supply Service.
Depending on the type of request, we will provide delivery by either courier, fax or Express post. All our loans are delivered by courier to your street address. We provide all articles by fax unless you request otherwise; in these cases we will deliver by Express Post. All ACT items are placed in the Pigeon Holes in the National Library Loading Bay. Articles are only faxed to ACT libraries upon request. FAST TRACK PLUS requests are ONLY delivered by fax.
Although we intitially offered a FAST TRACK Ariel service to requestors, the large number of standard requests we are required to deliver by this method means we have incurred some problems with FAST TRACK via Ariel. As a result, all FAST TRACK articles to Ariel sites will be delivered by fax only.
Depending on your method of requesting, all FAST TRACK requests should be sent to one of the following addresses.
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