Frequently Asked Questions (F.A.Q.)
General
- Where do I search for books, Internet resources, and articles?
- How do I request library materials from the online catalogs?
- How do I renew materials?
- What are your overdue fines?
- Where are electronic and print reserves?
- How do I access online library resources?
- How do I access the AV media library?
- What do I do when I can't access my library account?
- How do I find my EOU ID number?
- How do I obtain my library password?
- What happens when I forget my library password?
Online Databases
Interlibrary Loan (ILL)
- What is Interlibrary Loan?
- Who may borrow materials?
- What materials are available?
- What materials are usually not available?
- How long will it take?
- What will it cost?
- How do I borrow materials?
- How will I be notified when the material arrives?
- Where may I use borrowed materials?
- How long may I use the material?
- How do I ask for a book renewal?
- What if ILL material is overdue?
Electronic ILL Document Delivery (Ariel)
- I can't log in!
- I accidentally deleted my notification email with the url and Ariel PIN!
- Will my Ariel PIN always remain the same?
- How long will the article be available on the Web?
- What if I use up my views before printing or saving the article?
- How do I save an article for viewing later?
- Should I remove the article after printing or saving it?
- There are missing/illegible pages, or it is the wrong article!
- Nothing happens when I click on the article!
- I get a blank page!
- The pages are upside down!
- The article is too small to read on the screen!
Is your question not here? Take a look in the library Tutorials. If you still can't find it, please let us know!
General
Where do I search for books, Internet resources, and articles?
For a general guide on where to search for books, Internet resources, and articles, use our Pathfinder for Library Research.
How do I request library materials from the online catalogs?
Locate the search area to find books & more on the library home page. These online catalogs are available there: EOU Pierce Library, Summit, Sage Library System (EOU and libraries of eastern Oregon), and WorldCat (libraries worldwide). We recommend that you search the catalogs in the order listed for quickest access to materials.
Students taking online courses who live outside of Union County may request that library materials be mailed to their home. We ask that students taking online courses who live on campus or within Union County pick up interlibrary loan requests in person. This is simply to reduce our shipping costs.
Detailed instructions for requesting materials from the catalogs can be found in the Pierce Library Tutorials, which you can access beneath Research Help on the library home page.
How do I renew materials?
You can usually renew materials online. Log in from My Account on the Pierce Library home page, click on Items Checked Out, and renew the materials as needed. If you cannot renew online - if, for instance, the items are already overdue - use the following guidelines, making sure to give us your full name and the title of the material(s) you are renewing:
- For Interlibrary Loan materials: Contact the ILL office by email or phone at 541-962-3735.
- For other materials: Call the Circulation Desk at 541-962-3864, or stop by the library to renew items.
What are your overdue fines?
View our policy on Overdue Library Materials and Fines. Detailed information can also be found in the Interlibrary Loan section below.
Where are electronic and print reserves?
Electronic reserves are stored in the Blackboard online course system. Any electronic readings will be available when you log into Blackboard and access your course. Print reserves are available from the library Circulation Desk, and most are restricted to use in the library. Ask for them by instructor name.
You can also search course reserves by professor name and/or course name to find reserves that are held at the library.
How do I access online library resources?
Online library resources can be accessed from off campus using your nine-digit EOU ID number and library password. If you don't already know your EOU ID number, use these instructions to find it. See this answer if you don't know your library password.
How do I access the AV media library?
Students with the permission of their course instructor may check out AV equipment from the library. The normal checkout period is for 3 days.
- The student must read AV policies and procedures.
- The student must have permission from their course instructor.
- The student must complete and have on file a Use Agreement Form.
What do I do when I can't access my library account?
Begin by reviewing information below about your EOU ID number and library password. If you are sure that you are entering your EOU ID number and library password correctly, and you are still unable to access your account, please contact the library for assistance.
How do I find my EOU ID number?
Your EOU ID number is a nine-digit number starting with "9." You may already be using it to log in to Webster. If you don't already know your EOU ID number:
- Log in to Webster using your Social Security number in the ID box and your Webster PIN.
- Select the link "Personal Information" and you will find an entry for "What is my student ID?" The number will be at the bottom of that page.
How do I obtain my library password?
Your library account is created with a default password: your last name, all lower case letters, with no spaces or punctuation. The first time you log in, you will be asked to change it. Your new password must be at least seven characters in length, and contain at least one letter (a-z/A-Z) and at least one number. (NOTE: Passwords are case sensitive).
If you have trouble logging in with your last name as a default password, you can request a temporary password using the "forgot your password?" link at the My Account login, or you can contact the library for assistance.
What happens when I forget my library password?
You can use the "forgot your password?" link at the My Account login to create a new password. Instructions for resetting your password will be emailed to your EOU email address. You can also contact the library for assistance.
Online Databases
How do I find an article?
See our General Instructions for Searching Subscription Databases.
What is "Find It?"
"Find It" is the library's link resolver service. In many article databases, you may see a link with this button:
Typically you will see this when the database includes information about an article but does not include the full text of the article.
Clicking on the "Find It" button will search all the library's databases and the EOU catalog to see if we have access to the full text. Depending on what we hold, you may see one of three different results:
- If we have access to online full text in any of our databases, you will be directed to full text of the article.
- If we have the journal issue in print, but not in online full text, you will be shown a link to information on the journal in the EOU catalog.
- If we don't have online full text or print, you will be shown a link to EOU's Interlibrary Loan (ILL) service. Follow the link to a form, pre-filled with the article information, that you can use to request a copy of the article.
Interlibrary Loan (ILL)
What is Interlibrary Loan?
Interlibrary Loan (ILL) is a cooperative effort among libraries to share resources. The Pierce Library ILL service will borrow materials from other library collections for use by Eastern students, faculty and staff. Books and photocopies of journal articles are most often requested, but some libraries loan other materials such as maps, dissertations, videos and microforms. The supplying of photocopied material is in accordance with copyright guidelines. ILL also loans Pierce Library materials to other libraries (see Interlibrary Loan policies).
Who may borrow materials via interlibrary loan?
- Faculty members
- Emeritus faculty
- All registered Eastern students including:
- Students on- and off-campus
- Students pre-registered for next term
- Staff members
- EOU town Patrons (Applications for a Town Patron Borrower's Card can be made at the library Circulation Desk. Fee: $15.00 per year)
What materials are available?
Requests may be submitted for most types of library material. However, the most readily obtainable materials are:
- Books -- those published after 1800
- Journal articles -- entire issues of journals are usually not available on loan, but an electronic copy of a specific article may be obtained, unless there are copyright restrictions.
- Master theses and doctoral dissertations -- usually available for loan in the original or in microform. If not available for loan through interlibrary loan, ILL will provide purchasing information to patrons. (The cost of a dissertation is approximately $34.00 for an electronic PDF document to $41.00 for an unbound paper copy.)
- Newspapers -- usually available on loan only if on microfilm.
What materials are usually not available?
There are some materials that ILL staff normally will not try to obtain, in accordance with local and national interlibrary loan protocols:
- Materials owned by Pierce Library, unless declared missing or at the bindery
- Materials for course reserve, or other group use
- Manuscript materials
- Reference materials
- Records
- Books published before 1800
How long will it take?
Materials accurately cited and easily located will often arrive in seven to ten days. Materials that are difficult to locate or are inaccurately or incompletely cited take more time. Requesters should discuss their time constraints with ILL staff members and note any deadlines.
What will it cost?
Pierce Library does not charge for interlibrary loan services and will make every effort to borrow from institutions who do not charge for lending their materials. However, some requests for rare materials may incur fees, and you will be notified before incurring any fees.
How do I borrow materials?
First, make sure that the needed material is not held by Pierce Library, and that the material is not available through the Summit catalog. The following forms may be used when materials are not held by Pierce Library or Summit libraries:
- First Search database ILL forms
ILL requests submitted through many of the FirstSearch (OCLC) databases, such as WorldCat, ERIC, Medline, and ArticleFirst go directly to the lending library when you submit the request. - Web forms
ILL requests for books and articles may be submitted electronically through web forms.
How will I be notified when the material arrives?
Requesters will be notified by email when items arrive. If no email address is provided, materials must be picked up at the library Circulation Desk.
Where may I use borrowed materials?
Conditions of use are set by the lending library and must be observed by each borrower to avoid jeopardizing borrowing privileges for all Eastern Oregon University Pierce Library patrons. These include:
- Length of loan
- Special restrictions, such as:
- In Library Use Only
- Photocopying Not Allowed
- No Renewal
All borrowed materials must be returned directly to the library Circulation Desk to be cleared from your circulation record quickly. Do not remove the bookband on books. Removal may cause problems resulting in lost books and overdue fines.
How long may I use the material?
Electronic copies are yours to keep; they do not need to be returned. Other materials are due at a time established by the lending library, and times vary from library to library. Always check for the date the item is due back at Pierce Library. Generally a renewal request can be made for additional time, unless the lending institution has placed a no-renewal restriction on the material.
How do I ask for a book renewal?
Look at the bookband to see if a renewal request can be made. If a renewal is permitted, please make the request 2-3 days prior to the due date.
- If the book was obtained through the Sage Library System you can renew it online. Log in to renew items at My Account on the Pierce Library home page. (If you need to create a library password or have forgotten it, see the information above about obtaining or replacing one). After you access your account, you can view and renew the items you have checked out, assuming a hold has not been placed on an item.
- Summit catalog items cannot be renewed.
- For interlibrary loans, request renewal by email. Make sure to give us your full name and the title of the book you are renewing.
- Contact the Interlibrary Loan Department in person or by phone at 541-962-3735.
Borrowers are allowed to retain the book for one week after due date pending approval or disapproval from the lending library. If approved, borrowers are notified of the new due date via email. Renewal requests are not possible if the book has become overdue. One renewal of interlibrary loan material is allowed by most libraries.
What if ILL material is overdue?
Interlibrary loan material that is overdue accrues charges, if not returned by the due date. To check the due date look on the bookband, or log in to check due dates from My Account on the Pierce Library home page. Please return items on time, because late books may jeopardize our borrowing privileges with other libraries.
The following fines are charged for overdue library materials:
General circulation (books, government publication, and AV materials): $.25 per day (No charge is made for the first 3 days an item is overdue, but a $1.00 charge will be assessed on the 4th day, plus $.25 per day thereafter).
Summit Materials: $.50 per day
The maximum overdue fine is $10.00 per item for Pierce library items and $20.00 per item for Summit items. Upon reaching the $10.00 amount, an additional $6.00 replacement charge will be automatically assessed. Flagrant rule violation could result in a fine of $1.00 per day and/or a loss of library privileges.
Electronic ILL Document Delivery (Ariel)
I can't log in!
- Check that you're logging in with the same EOU e-mail address where the notification was sent.
- Use your complete EOU e-mail address i.e. yadayada@eou.edu.
- Copy/paste the Ariel PIN from the email message to avoid entering it incorrectly. Remember that zeros (0) look like the letter 'O', and ones (1) look like the letter 'I'.
I accidentally deleted my notification email with the url and Ariel PIN!
Contact Interlibrary Loan to obtain your Ariel PIN. You may email or phone 541-962-3735.
Will my Ariel PIN always remain the same?
Yes, as long as you request articles under the same name and EOU email address.
How long will the article be available on the Web?
Articles will remain on the Web for 14 days or 5 views, whichever comes first.
What if I use up my views before printing or saving the article?
Contact Interlibrary Loan by emailing or calling 541-962-3735 immediately so that we can re-post the article before it is automatically deleted by the system.
How do I save an article for viewing later?
- If you are viewing the document, you are using Adobe Acrobat Reader. Click on the picture of the diskette ("save a copy"), which is on the very far left of the Acrobat Tool Bar immediately above the document image. If you are not within the browser window, you may also use the Save command in the File menu.
- If you are viewing your list of documents, right-click (ctrl-click on Mac) on the document link. In the menu that pops up, choose Save Target As... or Save Link As... or Download Link to Disk. Save the document on your desktop.
Should I remove the article after printing or saving it?
If you think you may want to view your document again, don't remove it. The document will automatically be removed 14 days after the post date. Removing a document does preserve space on the server, however, and it helps you keep track of what articles you have seen.
There are missing/illegible pages, or it's the wrong article!
First, check to determine if the pages are simply out-of-order and/or upside down. Use Adobe Acrobat Reader to rotate pages as needed. If that isn't the issue, contact Interlibrary Loan immediately, giving us the specific page numbers of the problem. We will have the lending library send correct/legible pages.
Nothing happens when I click on the article! I get a blank page!
There are several possibilities. Please be patient and contact us if you continue to have trouble.
- If you are on a dial-up connection or you have an old computer, you may see a blank screen for a while. To be sure this isn't the issue, follow the instructions above to download the file to the desktop and open it from there. On campus students may prefer to use a computer in the library Electronic Research Center (ERC) or one of the on campus computer labs to retrieve articles.
- Sometimes the file has opened and the article is there, but it's lower on the screen and doesn't show up until you scroll down. If there is a scroll bar, try scrolling first.
- Check that you have at least Acrobat Reader 5 (when it starts, the "splash" screen should tell you what version you are running.) To obtain a newer version, go to Adobe.com to download the latest version.
- Some users report that they are able to obtain the articles using slow Internet connections by changing the settings in Adobe Acrobat Reader so that the Reader and the file don't open simultaneously. Making this change will then mean that PDF's will be downloaded in a separate step. To try this option:
- Open Adobe Acrobat Reader, click on Preferences in the Edit menu, select Options, uncheck "Display PDF in Browser", and click OK.
- Restart your browser, and click on the document link. The file should be downloaded to your desktop or you will be asked where to put it.
- To open the file, double click on it, or open Acrobat Reader and use the Open command in the File menu.
The pages are upside down!
On the Acrobat Reader toolbar, two rotate page buttons should be on the right side. (If you hover your mouse over a button, a description of it will appear.) If you are in Adobe Acrobat Reader, you may also use the rotate command in the View menu.
The article is too small to read on the screen!
On the Adobe Acrobat Reader Tool Bar click on the button with the "+" as many times as necessary to enlarge the text.
Revised 2011-09-23 (cj)
