Going with the flow: Implementing a workflow system to streamline acquisitions in a special library

Abstract

Managing requests for published information within an organisation can be a very cumbersome and difficult process particularly where costs have to be recouped from the client’s own cost centre. Keeping track of the current status of each request, follow-ups with suppliers, feedback to clients as well as getting good management information from the system are other factors that play an important role in the acquisitions process. The CSIR Information Services (CSIRIS), being a medium-sized, special library, have a somewhat different approach to acquisitions from that of a large academic library which handles high volumes of requests every year. For example: CSIRIS does not have a budget for books and other published information. It is very much a “just-in-time” approach rather than a “just-in-case” scenario. Every request originates with a knowledge worker in one of the business units in response to a very specific need. The business unit is also responsible for the cost of the item and this ensures that only those items which will fulfil a current, often urgent need, are ordered. All costs have to be debited back to a project through some interface with the CSIR financial system. The number of requests is therefore much lower but higher priority than in the average academic institution. A more personalised approach is needed to manage the acquisitions process, ensuring the cost effective and rapid supply of information. Interaction with clients is an important element of the process