Over-the-Counter Orders - Overview and Workflow

Over-the-Counter (OTC) Work

“Over-the-Counter” work is generated by patron orders. The patron could be a researcher, on-campus or overseas; an author seeking publishable images; the office of the President, needing quick turnaround for a gift; an artist who wants to have original work digitized; or a student who wants to make a poster for a dorm room wall.

OTC orders can be given Rush service if cleared with production staff. OTC work is an important part of the services that we offer, but is secondary to ongoing project work generated from within Harvard.

The following outlines describe three typical workflows for OTC work.

OTC workflow for material from Houghton (HOU) Library

1. HOU staff receives order in Aeon, reviews original material, and prepares invoice using list of reproduction services in Aeon created and maintained by Imaging Services (IS).
2. Once invoice is generated, HOU routes Aeon Site to HOUPRES, making it visible to Patron Services (PS) staff. At this point, the order will be in the third queue “3 – Order Quote Issued.”
3. Payment is processed by PS staff, and order is automatically routed to “4 – Order Payment Received.”
4. HOU staff, monitoring queue 4, see new paid order appear, print out Job Ticket, and deliver with the original material directly to the appropriate production location in IS.
5. IS production staff signs Job Ticket indicating that the material has been received, and manually routes order to “5 – Order in Production.”
6. Production work is finished.
7. The finished product is most often delivered by one of three different methods:
   1. Via sendthisfile.com  – IS production staff sends files via third-party file-transfer site, and routes order to “6 – Order Delivered.” From this point, the order is sorted automatically. If post-production services (DRS deposit) are listed on the invoice, order is routed to “6a – Post Digital Capture Services.” If no such services are included, it is routed to “7 – Order Finished.”
   2. Via Hollis link – IS production staff uploads files to the DRS. A link is created within Hollis (sometimes this is done by IS staff, sometimes by owning repository staff), and the link is sent to the patron.
   3. Via Campus Pickup – finished order is delivered to G-81 and PS staff alerts patron that material is ready to be picked up
8. Original material is left in secure cabinets in production area. Houghton staff collect material and sign Job Ticket indicating that it has been returned.
9. Job Ticket with all signatures is sent to G-81 and filed.

OTC workflow for material from other Aeon-using repositories

1. Owning repository staff receives orders in Aeon and evaluates suitability of material for digitization. The material is also considered for deposit into the DRS.
2. If digitization is possible, owning repository staff add information relevant to creation of an estimate (size, presence of foldouts, special handling needs) to Notes field, and route Aeon Site to XXXPRES. ("XXX" will be three-letter code for Aeon-using repository. e.g. "MUSPRES," or "HYLPRES")
3. Order becomes visible to PS staff, who create invoice. If not enough information is present to create an invoice, PS will contact owning repository staff to have material delivered to G-81 for review.
4. PS staff process payment and print out Job Ticket. If material is not already in G-81, it is requested at this time.
5. IS production staff signs Job Ticket indicating that the material has been received, and manually routes order to “5 – Order in Production.”
6. Production work is finished.
7. The finished product is most often delivered by one of three different methods:
   1. Via sendthisfile.com  – IS production staff sends files via third-party file-transfer site, and routes order to “6 – Order Delivered.” From this point, the order is sorted automatically. If post-production services (DRS deposit) are listed on the invoice, order is routed to “6a – Post Digital Capture Services.” If no such services are included, it is routed to “7 – Order Finished.”
   2. Via Hollis link – IS production staff upload files to the DRS. A link is created within Hollis (sometimes this is done by IS staff, sometimes by owning repository staff), and the link is sent to the patron.
   3. Via Campus Pickup – finished order is delivered to G-81 and PS staff alerts patron that material is ready to be picked up
8. Original material is transferred to G-81, the owning repository is notified, and return to owning repository is arranged. Sometimes it goes by courier, sometimes it is picked up in the office.
9. Job Ticket is signed either by owning repository staff who have picked it up, or by PS staff who have initiated the return via some other method.
10. Job Ticket is filed.

OTC workflow for material from non-Aeon-using repositories

1. PS receives order in Aeon.
2. If there is enough information available to generate an invoice, one is created. If not, the owning repository is contacted and delivery of the material is requested. In the case of Widener-held material, PS staff will retrieve material and check it out to the department.
3. PS staff generate invoice, collect payment, and deliver material with Job Ticket to production area.
4. Process continues as from #5 above.

OTC Combined Workflow Flowchart