Replying to Iain Corms comment (somewhat belatedly I admit) about raising expectations, I think that it's up to us to set expectations with our academics, so we create a policy e.g. supply within x weeks of request , we'll email you if there are problems. If we can't supply within X weeks then the request is cancelled, unless you tell us you're willing to wait. This would be within a policy document/web page/email footer communicated within the institution. After all, we know how long list checking/acquisition/digitisation take on average, whether we scan internally or outsource. It's also another thing that tells academics that we're doing something with their requests, without sending them an email.

This would be a useful feature to add. In our institution most lists are created/updated by library staff - we can see when a digitisation has been requested but it would be helpful if academics and students could also see that the digitisation process is underway - otherwise it looks like we just have print copies of books. When we inform academics that their list has been published they sometimes come back to us to ask why some essential readings don't have a View Online button - it would be good if the pending status was clearly displayed.

Re. Ian's point about raising expectations, could some more general wording be used, e.g. 'Digitised copy requested'? Could this be displayed in the same place on the list as the View Online button?

The message should also have a date - 'Digitisation pending - requested 14/10/2014 ' , in case the item isn't in the vault and we have to source an original + scan it etc.

Does this set an expectation that then may not be met (i.e. you request is processed and cannot be scanned)? How much of an issue is that, and how would you manage it if it is?