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Answers to Frequently Asked Questions about Interlibrary Loan

What is Interlibrary Loan?

Interlibrary Loan (ILL) is a free cooperative service between libraries that provides current SNHU students, staff, faculty, and emeritus faculty access to books, articles, and other materials that Shapiro Library does not own. Eligible users can create an ILL account and request books, articles, and book chapters. Textbooks and items on reserve in the Shapiro Library may not be requested.

Article and book chapter requests are filled in PDF format and delivered directly to your ILL account. The average article request is filled in around 4 days, though many article requests are filled within one or two business days. Requests for books and other loaned items may take longer as these items must be mailed to the Shapiro Library; most books are received within 5-15 business days.

Off--campus borrowers requesting print books be mailed to a home address should note that requested material must first be mailed to the Shapiro Library before we can mail it to an off-campus address. This process takes at least 5 days, and may take several weeks. To provide faster service, we will fill book requests with electronic editions whenever possible. If the library owns an ebook, due to national interlibrary loan standards, we are not able to request a print version from another library.

Why do I need an Interlibrary Loan account?

Here are three great reasons why you need an Interlibrary Loan account:

  1. By logging into your account, you no longer need to fill out your name, id, and address every time you send for materials. It makes sending for materials that much faster!
  2. Do you use the library databases (like Academic Search Complete) to find journal articles? By using your Interlibrary Loan account, you can easily send for database articles with one click instead of having to fill out a lengthy form.
  3. Your Interlibrary Loan account provides you with secure access to information about your requests. You will be able to view the status of requested items, renew books, and even see your entire request history.

What is my username and password?

Your username is the same as your SNHU email address. Your password is the same as your SNHU email password.

Example
SNHU Email: john.smith@snhu.edu
Interlibrary Loan Username: john.smith@snhu.edu

Need more help? Contact the IT Help Desk.

What do I do if I'm having trouble logging into my Interlibrary Loan account?

Make sure you are using your full SNHU email address.

Example
SNHU email: john.smith@snhu.edu
Interlibrary Loan Username: john.smith@snhu.edu

Your Interlibrary Loan password is the same as your SNHU email password.

First time using Interlibrary Loan? Please login and you will be prompted to fill out a brief registration form.

Still not working? Contact the IT Help Desk.

Who can use Interlibrary Loan?

Faculty, faculty emeritus, staff, and currently registered students of Southern New Hampshire University are eligible to use Interlibrary Loan services.

Do I need to pay for Interlibrary Loan?

The Shapiro Library Interlibrary Loan service is free of charge, although shipping charges may apply. See FAQ: I am a distance student. How will I receive my requested items?

What materials are available through Interlibrary Loan?

Books and photocopies of non-circulating materials, primarily periodicals, may be requested.

The following materials are usually NOT available through Interlibrary Loan: reference books; dissertations; rare or valuable materials such as manuscripts; bound periodical volumes; audiovisual materials; printed newspapers; materials for class, reserve, or group use.

Books owned by the Shapiro Library may be requested from the Online Library Catalog. Please contact us if you have questions regarding the availability of specific items.

How do I request materials?

  1. Login to your Interlibrary Loan account using your MySNHU username and password.
  2. First time using your Interlibrary Loan account? Complete a short registration form. You only need to do this once.
  3. In the Interlibrary Loan Main Menu, choose the type of item you want to request: book, article, or book chapter. If your item is none of these, please use the "book" link.
  4. Fill out the request form with a clear citation. The more accurate the information you provide, the faster you will receive your item!
  5. Click "Submit Request." You're done! You will receive an email when your item arrives.

How long will it take to receive materials through interlibrary loan?

The average article request is filled in around 4 days, though many article requests are filled within one or two business days. Requests for books and other loaned items may take longer as these items must be mailed to the Shapiro Library; most books are received within 5-15 business days.

For speedy service, be sure to supply accurate and complete citation information when requesting via your Interlibrary Loan account. You will be notified via email if there is a foreseeable delay with your requests. Off--campus borrowers requesting print books be mailed to a home address should note that the material must first be mailed to the Shapiro Library before we can ship it to an off-campus address. This process takes at least 5 days, and may take several weeks. To provide faster service, we will fill book requests with electronic editions whenever possible. If the library owns an ebook, due to national interlibrary loan standards, we are not able to request a print version from another library.

How will I know when my order has arrived?

You will receive an email notifying you as soon as your item has arrived. Please note: all Interlibrary Loan email is sent to your SNHU email address.

Do you think you might not be receiving Interlibrary Loan emails? Email sent from ILL sometimes appear in junk mail or spam folders. Please check your junk or spam folders and then add ill@snhu.edu to your contacts list.

Where do I pick up my requested books?

On-Campus and local students: After receiving email notification of your order's arrival, you may pick up your requested material at the Shapiro Library Circulation Desk. Please be prepared to provide your SNHU ID card as well as the title of the book. Material that is not picked up promptly will be returned to the lending library. Articles and other photocopies will be delivered directly to your Interlibrary Loan account.

Off-Campus students: Off-campus students will have interlibrary loan books shipped directly to their home address. The Shapiro Library will pay for outgoing postage. You will be responsible for paying return postage. Please note that we will send materials to the address we have on file--if your address has changed please update it under the "Change User Information" link in your Illiad account and/or provide your new address in the "Notes" field when requesting an item.

Where is the article I ordered?

Articles and other photocopied materials will be electronically delivered as PDF documents to your Interlibrary Loan account. We will notify you by email to your SNHU email account. Once you receive the email notification, Login to your Interlibrary Loan account and click on "Electronically Received Articles" in the Main Menu. Please note: you will need Adobe Acrobat Reader in order to open and read your documents. Click here to install this free software.

Do you think you might not be receiving Interlibrary Loan emails? Email sent from ILL sometimes appear in junk mail or spam folders. Please check your junk or spam folders and then add ill@snhu.edu to your contacts list.

How will I receive my requested article?

Articles and other photocopied materials will be electronically delivered as PDF documents to your Interlibrary Loan account. Once you receive the email notifying you that your article has arrived, Login to your Interlibrary Loan account and click on "Electronically Received Articles" in the Main Menu. Please note: you will need Adobe Acrobat Reader in order to open and read your documents. Click here to install this free software.

I am a distance student and cannot come to the library. How will I receive my requested items?

Book requests: Off-campus/distance students will have interlibrary loan books shipped directly to their home address. The Shapiro Library will pay for outgoing postage. You will be responsible for paying return postage. Please note that we will send materials to the address we have on file--if your address has changed please update it under the "Change User Information" link in your Illiad account and/or provide your new address in the "Notes" field when requesting an item.

Article and book chapter requests: Articles and other photocopied materials will be electronically delivered as PDF documents to your Interlibrary Loan account. Once you receive the email notifying you that your article has arrived, Login to your Interlibrary Loan account and click on "Electronically Received Articles" in the Main Menu. Please note: you will need Adobe Acrobat Reader in order to open and read your documents. Click here to install this free software.

How long can I keep my requested items?

The loan period is determined by the lending library. The due date will appear on the item, as well as in your Interlibrary Loan accont. To view your due date, simply Login to your Interlibrary Loan account and click on "Checked out items" in the Main Menu. Double click on the transaction number to view the request, and then click "Renew" to renew the item. Please note: Renewals must be made before the book is due, and may be denied by the lending library.

How do I renew a book?

You can renew a book from your Interlibrary Loan account. Simply Login to your Interlibrary Loan account and click on "Checked out items" in the Main Menu. Double click on the transaction number to view the request, and then click "Renew" to renew the item. Please note: Renewals must be made before the book is due, and may be denied by the lending library.

Where do I return Interlibrary Loan materials?

Books should be returned to the Circulation Desk at Shapiro Library. Late returns jeopardize our relationship with lending libraries. Late books are subject to fines at the discretion of the lending library. Lost books will incur sizeable replacement and handling charges by the lending library. Shapiro Library borrowing privileges may be revoked for patrons who abuse interlibrary loan policies.

Off-Campus students are responsible for paying return postage to the Shapiro Library. Books should be returned in their original packaging using the library’s pre-addressed return mailing label. Please return materials to: ILL Office, Shapiro Library, Southern New Hampshire University, 2500 N. River Rd., Manchester, NH 03106.

How do I contact Interlibrary Loan?

You can contact the Interlibrary Loan Office at 603-645-9605 Monday-Friday 8:30am-4:30pm or email us any time at ill@snhu.edu. Mailing address: ILL Office, Shapiro Library, Southern New Hampshire University, 2500 N. River Rd., Manchester, NH 03106.

You can also chat with a reference librarian by clicking on the tab to the right.

Is there a limit to the number of items I may request?

Yes. Each user is limited to no more than five requests per day. SNHU’s Shapiro Library has an extensive number of online books, articles and resources available to you immediately that do not require you to wait for us to receive it form another library. If you are having trouble locating the material you need for your research, please contact one of our research librarian for assistance at ask@snhu.libanswers.com.

What does the status of my request mean?

Awaiting Copyright Clearance

We have received your request and are checking to determine whether the library will be responsible for copyright fees. This is usually completed within 24-48 hours except on weekends and holidays.

Awaiting Request Processing

We have received your request and will begin processing it.

Awaiting Post Receipt Processing

We have received the requested material but it is not yet ready for pickup.

Awaiting Recalled Processing

The lending library needs the item back and has recalled the item. We need to send it back immediately.

Awaiting Renewal OK Processing

The lending library has approved a renewal on the item and our ILL staff is updating the request. You will be notified of the new due date by email.

Awaiting Unfilled Processing

We have sent your request to potential lending libraries but none were able to fill the request. We will explore whether there are other possible lenders the request might be submitted to.

Cancelled by Customer

You have cancelled the request. (Cancelled requests can be found under the "View/Resubmit Cancelled Requests" button).

Cancelled by ILL Staff

The request has been cancelled by ILL staff. You can obtain detailed information about the cancelled item by clicking the "View/Resubmit Cancelled Requests" button in your ILLiad account. When our ILL staff cancels an item, ILLiad immediately sends an e-mail message explaining the reason for the cancellation. Please read the complete cancellation message as it may include a link to access the material or how you can otherwise access what you requested.

Checked Out to Customer

This can mean one of two things:

The item has arrived, has been processed by our ILL staff and has been placed on the pick-up shelf at the Information Desk for you to claim. Items must be picked up within 1 week unless other arrangements are made to hold them longer. If you are a distance patron, we will package your material and mail it to you. Please read and save the accompanying information.

If you submitted a renewal request the status returns to “Checked out to Customer” after staff submits the request to the lending library, while we await their response. It will also return to “Checked out to Customer” after you are sent the email notifying you of the extended due date, if approved.

Customer Notified via E-Mail

The item has arrived, our ILL staff has processed it, and you should have received an email to pick up the item.

Delivered to Web

The article or chapter has arrived, been processed by the ILL staff and posted to your ILLiad account. It is available as a PDF to be viewed and/or downloaded. PDFs are available for 30 days, then they are automatically deleted. Save the document to another location to maintain your access to it!

Blocked & Billed

If your loan is not received at the library within 2 weeks of the due date, your account is blocked for new requests.

If the loan is not received at the library within one month of the due date, charges are posted to your SNHU account for the lending library’s replacement cost plus a $15 billing processing fee. Your account remains blocked until the item is returned &/or all charges are paid.

In Electronic Delivery Processing

An article request has been received electronically. However, a computer error has prevented the article from being delivered to you. Contact ill@snhu.edu if article requests appear with this status.

Item Checked In

You have returned the item, it has been checked in by our ILL staff, and it is awaiting return processing.

Received Incorrect/Partial Item

The item received either does not match requested item or is incomplete. Our ILL staff will determine the quickest way to correct the problem.

Request Finished

The request has been processed and is now completed. You can view requests with this status which are archived under the "View/Request History" button. (Cancelled requests can be found under the "View/Resubmit Cancelled Requests" button).

Request Sent

The request has been sent to potential lenders. ILL staff is waiting for a lender to ship the item or a PDF of the article/chapter to us.

Why was my request cancelled?

If your request CANNOT be filled for some reason, we will cancel the request and send you an email explaining why. However in many cases your ILL request IS filled without sending it out to other libraries. In these cases, you will get an email message including a link to where to access the material or stating that we are purchasing a copy for your use. These requests are technically cancelled but effectively filled.