There are so many avenues, how do I know where I should look for answers? There's the Contact MnLINK button, and there's also Help files. On the ZPortal side there's more Help files, another Contact MnLINK button, and a FAQ. Why not use email since we've got the listserv, and you can always email Michael or me (Nick) directly. Then there's the wonderful MINITEX ILL Policy Database which has the most current information about all of your libraries. With all of these choices, where do you start?
If you have not used the Contact MnLINK button on VDX or ZPortal before, you should check it out. Clicking on it takes you to a form which helps us evaluate your problem. When you Submit the form, it is sent to Michael Berkowski and me. Michael responds to most of the technical issues and I respond to the others. Sometimes we field each other's issues. He's probably better at mine than I am with the tech issues. This is a good place to contact us quickly. If you have questions about a specific request or patron information, this might be a good avenue to use. This option is also good for your public service staff who have questions about how to use the system, or if they believe there is a problem.
The listserv is a nice general way to ask questions. There might be questions about whether the system is working properly or about what the proper procedures are for a certain situation. It could maybe even be used to find out who would like to get together for sandwiches after work. This is a good way to get information out to everyone. I would suggest you Not use the listserv for sending questions about a specific user account/barcode/name.
You also have the option to email Michael and me directly. You can email Michael at berk0081@umn.edu and Nick at banit006@umn.edu. Just remember though, if you email one of us when we're not around (or on vacation) you may not get a response very quickly.
How many of you have even used the Help files or the FAQ? When I look at our web stats, it doesn't look like there's very many who do. There is some very good basic explanatory language there. There are good definitions of terminology. The VDX Help files also have a good explanation for all of the Report options.
Finally, when was the last time you verified the information on your library's policy page at the MINITEX ILL Policy Directory. You can get there through the link on the bottom of the MINITEX homepage, otherwise the address is http://www.minitex.umn.edu/illpolicy/. There is some very good information there about who you should contact at a library and how, whether they take replacement copies or what the loan period is.