Flexible Delivery FAQ

How do I register for the service?

You can register for the service online.

Please call our toll free number 1800 625 856 if you require any assistance finding or filling out the registration form. Once you are registered we will send a confirmation email to your Flinders email address, and once you have received this confirmation (which includes information on using the service and placing requests) you are welcome to start submitting requests.

It is very important that the contact details on your library record are correct, as any books you request will be sent to this address. This is a separate process to the Flexible Delivery registration and you can update your contact details through iFlinders via 'My Details' (students) or Employee self service (staff).


Is there a charge to use the service?

There is no charge for a registered Flexible Delivery patron to use the service.

There is no charge to send books out, or for their return. Books are sent out in StarTrack bags with a return bag and consignment note included (please see the FAQ 'How do I return my loans' for more information).

If you submit a request for an item that Flinders does not hold, and you are eligible for Document Delivery (the service is for postgraduates and staff), then Document Delivery will advise you in the event that there are charges for that request (Document Delivery requests are free to you up to the value of $33.00, any requests exceeding $33 will be charged to you at full cost price). They will not proceed without your permission. Please see their homepage for more information


I am going on placement and I want to use the Flexible Delivery Service to order articles and books during my placement. What do I need to do?

If your placement takes you outside of the Adelaide metropolitan area then you will be able to use the Flexible Delivery service to supply any articles or books you require for the duration of your placement. You will need to register for the service and we recommend that you do this 7 days before leaving - please see our information page 'Are you on placement' for more information

You must ensure that your address details are changed to your placement address for the duration of your placement, so that any loans you request are sent to the correct address.

***Important - Address changes are not undertaken by or through the Library (see below for instructions on how to change your address). You must ensure your contact details are correct before you leave, as we send all books to the address on your library record.

Students

  1. Log into iFlinders and click on the ‘Student Info System’ link
  2. Click on ‘My Details’
  3. Click on ‘Address Change’
  4. Select ‘Temporary Preferred’ from the list of options
  5. Click on ‘Change the details for the selected address” (at the bottom of the page)
  6. Enter your placement address; The start date should be the date you leave to go on placement, and the end date should be the date you leave the placement location
  7. Click on ‘Change my preferred mailing address to the selected address’ (at the bottom of the page)

You should check iFlinders after you have returned from placement to ensure that either your Home address or your Semester address (whichever is appropriate) has reverted to being your preferred mailing address.

Staff

  1. 7 days before you go on placement email bppay@flinders.edu.au and request that they change your Administration Location to your placement address.
  2. When you return from placement advise payroll (email bppay@flinders.edu.au) to change your address to your original Administration Location.
  3. Contact the Flexible Delivery service to advise that you have returned from placement on 8201 2435 or via email.

How do I place a request?

To submit a request you need to be registered for the service - please complete the registration form on the Flexible Delivery homepage. Once you have received your registration confirmation email for the service simply click on the green GO button on the home page , login with your family name and barcode (which will be supplied as part of the registration process), and submit your request via the web form. Note: if your barcode has a leading C please omit when logging in.

A loan request is for a book, and a copy request is for a journal article or book chapter. Make sure that you provide as many citation details as you can (this will speed processing time).See our information page 'How to complete a request form' 

Journal articles and book chapters will be sent electronically to your Flinders email address (this is the fastest way for you to receive your requests) or via hard copy in the post, depending on your required delivery method (specified during the registration process).

When submitting a loan request select 'pickup' as the delivery method and choose 'Flexible Delivery Service' as the location. All Flexible Delivery loans are delivered by StarTrack courier.

If you have difficulty accessing the internet please contact us on distlib@flinders.edu.au or 1800 625 856 and we will arrange for you to submit requests via the phone. Please note that only two requests can be submitted over the phone. Submitting requests via the webform is preferred, as we are more able to promptly attend to these requests.<distlib@flinders.edu.au">


How long will it take for my requests to get to me?

If the item you require is in the Library a 24 hour turn around time can be expected. Books are sent via StarTrack and should get to you the next day, depending on your location. Article requests can either be sent electronically to your Flinders email address or hard copy in the post. If you request a book that the Library holds, but it is on loan, we will place a hold on the item and advise you by email of the expected due date. If at any time you have any queries concerning your requests you can email distlib@flinders.edu.au or call toll free 1800 625 856.

Please note that items provided to Flinders via an external supplier (through Document Delivery), will take longer to supply to you.


How will you send my requests?

You have the option of receiving your copy requests either electronically to your Flinders email address or (if you have limited or no internet access), hard copy in the post. You will select your delivery method for copy requests during the registration process, and please note that choosing electronic mail is the fastest way to get your copy request.

Books are sent to your address via StarTrack courier. The parcels sent via StarTrack will be left at your home address regardless of whether you are home or not. A sticker is placed on the bag allowing the courier to do this. If this arrangement does not suit you, then please advise an appropriate place to leave the parcel by providing instructions in the comments field on the request form.

It is very important that the contact details on your library record are correct, as any books you request will be sent to this address. You can update your contact details through iFlinders via 'My Details' (students) or Employee self service (staff).


How many requests can I make?

You are able to submit 10 requests per day, but overall there is no limit to the number of requests you can submit while registered for the service. We will acknowledge each request with a reply email, which will also notify you of the request number. For example, if you submit eight requests then you will receive eight reply emails.


What can I borrow?

Flexible Delivery patrons have the same borrowing rights as on-campus patrons, so all general books, videos and dvds in the Library collection are available for loan via Flexible Delivery.

Items held in the Reserve Collection, Reference Collection and Special Collections are not available for loan. Single chapters or 10% of a book (requests must comply with copyright law) can be copied and sent electonically.

Most print journals are not available for loan, however a copy of an individual article may be requested (requests must comply with copyright law). The Library holds a large number of journal titles electronically, and you can access these via the library catalogue (through a title search). You can download articles from electronic journals, and if you need any assistance using electronic journals please see our interactive tutorials page or contact your Liaison Librarian

All Flexible Delivery requests are subject to copyright legislation, please read this important copyright information before submitting a request


What happens if I need a book or journal article ASAP?

If you need a book or article asap, complete the request form as normal (including your need by date), and then enter a note in the comments field to indicate that your request is urgent. Also you can either email distlib@flinders.edu.au to bring your urgent request to our attention, or you can phone toll free 1800 625 856. If the item is held at Flinders and is not out on loan, we will be able to ship the request the same day.


What do I do if the library does not hold the item I need?

If you are a Postgraduate student or Staff member and you submit a request for an item that the library does not hold, your request will be forwarded to Document Delivery. The time it takes to source a copy or loan through Document Delivery varies, and depends on where the item comes from and how quickly the supplier provides the item. Submit all requests via the webforms and the Flexible Delivery department will manage them for you.

If you are an Undergraduate student and require an item that Flinders does not hold, you will need the permission of your course co-ordinator to submit a request. Please contact your co-ordinator directly before proceeding.


How do I renew a loan?

If you have a loan and need an extention please email distlib@flinders.edu.au or call 1800 625 856. Flexible Delivery students cannot use the online service to renew loans. Extensions are not available on items that are in demand have been requested by another patron.


How long can I borrow books for?

Loan periods for Flexible Delivery patrons differ slightly from on campus patrons. Books with a loan period of 28 days remain the same, however books with a seven day loan period are given as a two week loan to allow for travelling time. It is the responsibility of the patron to ensure that the item is returned to the library by the due date. Late returns will result in demerit points. All loans can be renewed four times unless a hold has been placed by another patron.

If you would like to renew a loan please email distlib@flinders.edu.au or call toll free 1800 625 856. Note that Flexible Delivery students cannot use the online service available through the catalogue to renew loans. Extensions are not available for high demand items.

Will it cost to call Flexible Delivery?

There is no charge to a Flexible Delivery patron to use the service. We have a toll free number which you can call for any queries - 1800 625 856. You can also contact us via email at distlib@flinders.edu.au

There is no charge when books are sent to you or for their return. Books are sent out in StarTrack bags with a return bag and consignment note included.


Do you send books overseas?

No, we will not send books overseas. We can however send one chapter or 10% of a book electronically to your Flinders email address, or hard copy in the post. We can also send the contents pages of a book so you can decide which chapter you require - see our Are you offshore? information page.


How will you send my requests?

You have the option of receiving your copy requests either electronically to your Flinders email address or (if you have limited or no internet access), hard copy in the post. You will select your delivery method for copy requests during the registration process, and please note that choosing electronic mail is the fastest way to get your copy request.

Books are sent to your address via the StarTrack courier. The parcels sent via StarTrack will be left at your home address regardless of whether you are home or not. A sticker is placed on the bag allowing the courier to do this. If this arrangement does not suit you, then please provide instructions in the comments field of the request form advising an appropriate place to leave the parcel.

It is very important that the contact details on your library record are correct, as any books you request will be sent to this address. You can update your contact details through iFlinders via 'My Details' (students) or Employee self service (staff).


How do I return my loans?

Loans are sent to you via StarTrack, and each parcel contains a return StarTrack bag and consignment note.

  • The first time you return a parcel, please phone StarTrack on 13 23 45 and depending on your postcode StarTrack will either collect the parcel from your residence or ask you to lodge it at a post office. NOTE: Never place your StarTrack parcel in an Australia post box - the parcel is not a mail item- it must be lodged with the post office, and the post office will contact StarTrack to arrange pickup.
  • It is very important that you keep a record of the consignment note numbers in case you or the library need to track or trace the parcel.
  • Please try to return each delivery of books in its own return bag, the return bag is pre-paid at the correct weight for that delivery.
  • If you need any extra StarTrack return bags or if you have any questions please contact us on 1800 625 856 or distlib@flinders.edu.au

Do I have to pay for return post?

You do not have to pay for return post. A return StarTrack bag and consignment note are provided with each StarTrack parcel we send you. If at any time you require extra bags and consignment notes please do not hesitate to call 1800 625 856 or email distlib@flinders.edu.au.

Please see the FAQ 'How do I return my loans' for information on returning your books via StarTrack. It is important that you keep a record of the consignment note numbers in the event that you or the library need to track or trace the parcel.


I would like some assistance with my research, how can I find help?

There are a number of useful Subject Guides which have been set up by the library to help you find information about your topic area, and improve your research skills in areas such as how to find an article, how to find information about a subject and how to find information on the internet. You can find your subject guide here . You may also find the libraries' interactive tutorials useful.

Of course, if you would like any further assistance please contact your Liaison Librarian.


I am having difficulty using a database, where can I find help?

There are a number of Database tutorials you can use which will assist you in becoming more familiar with using databases. You will find tutorials for databases including Biological Abstracts, AGIS, CINAHL, Lexis.com and many more.

Of course, if you would like any further help or cant find the information you need, please contact your Liaison Librarian .


How do I search for references?

If you are experiencing difficulty searching for references via databases, or you would like to improve your searching skills, it is best to contact your Liaison Librarian . The Liaison Librarians will be able to provide you with tips on searching the databases.

There are also a number of Database tutorials you can use which will assist you in becoming more familiar with using databases and searching for references. You will find tutorials for databases including Biological Abstracts, AGIS, CINAHL, Lexis.com and many more.


What is my FAN?

Your Flinders Authentication Name (FAN) and its associated password is your key to computer based resources and services at Flinders University. It gives you access to a number of electronic services including e-mail, course materials (via FLO and e-Readings) and some electronic journals. It is extremely important that you obtain and become familiar with your FAN.

Your FAN is constructed from the first four characters of your family name* followed by four numeric digits to make each FAN unique.

If you have forgotten your FAN or have any difficulties with its use please contact the FLO Student Help Desk toll free on 1800 200 292.

If you are a new student you will need to obtain your FAN and activate your password - see the FAQ "How do I activate my FAN".

*If your family name has fewer than four characters then your authentication code will have less characters acccordingly.


How do I activate my FAN?

Your Flinders Authentication Name (FAN) and its associated password is your key to computer based resources and services at Flinders University. It gives you access to a number of electronic services including e-mail, course materials (via FLO and e-Readings) and some electronic journals. It is extremely important that you obtain and become familiar with your FAN.

When your FAN is first created, an initial password is generated which is easy for you to remember, but not secure enough for ongoing use. Before you can use any network, email or FLO services you will need to activate your FAN by setting a new secure password.

If you have forgotten your FAN or have any difficulties with its use please contact the FLO Student Help Desk toll free on 1800 200 292.

Current students should already have an activated FAN. If not, you can activate your FAN online .

If you have forgotten your FAN or have any difficulties with its use please contact the FLO Student Help Desk toll free on 1800 200 292.


Help! I have a question about email/FLO!

Click here to go the email/FLO support page. On this page you will find information about email/FLO, including contact details and a list of frequently asked questions.

You can also contact the FLO/Email helpdesk on 08 8201 5378 or toll free 1800 200 292.


Can I forward my student email account to another email account?

Yesfrom your University email. Login to your student email. Select Options (under your name on the right ), See all Options..., Click the shortcut to Forward your e-mail, and add in a forwarding address in the box on the lower left.

Please note that all University correspondence is via your University email, so it is very important that you redirect this email address if you prefer to use private email.


I don't know how to use my email/FLO account.

There are tutorials which demonstrate how to use your email and FLO accounts.

You can also contact the FLO/Email helpdesk on 08 8201 5378 or toll free 1800 200 292.


What kind of reciprocal borrowing rights do I have with other University Libraries?

Each University has a different reciprocal rights policy, and you should contact the University you are interested in to find out if you are eligible. You will need to provide proof of identification, including your current Flinders University enrolment and Flinders Student card to gain borrowing rights.

You can check this website for a list of Universities who participate in University Library Australia national borrowing scheme for Australia's universities.


Do I need a student card?

For reciprocal borrowing at other University Libraries you will need a student card, and if you would like to claim student discounts then you will need a student card. To use the Flexible Delivery service you do not require a student card, you just need to know your student number and FAN.

If you would like to submit a request for a student card please click here .


Help! I am having difficulty viewing my document!

Please contact us on distlib@flinders.edu.au or 1800 625 85 and we will resend the document - please provide the request number in any communication and let us know as much as you can about the problem (ie: the pdf is corrupt, the pages are blank, we have sent the wrong document).

Can you give me some tips on how to view and use pdf files?

Viewing the document

  Clicking on the Actual Size button will display the page at 100%.

  or    Use the Fit Width or the Fit Page/Fit in Window buttons to make the page fit within the current window.

The Rotate View button will rotate the page clockwise so you can change the orientation of the page if necessary for reading on screen. The page does not need to be the correct way up on the screen for printing.

  or  The Zoom buttons magnify or reduce the page display. Newer versions of Adobe contain only the magnifying icon. Click on this icon button to select the magnifying function (magnify or reduce) and then click on the document. To switch to the reduction tool, click on the Zoom button, hold down the Control (Ctrl) key, and then click on the document. (In the versions of Adobe which contain the reduction icon, click on the icon and then on the document to reduce its size).

Navigating the Document

  or  Use the First Page or Last Page button to display the first or last page of a document. Use the Previous Page or Next Page button to move backward or forward, one page at a time.

Use the Search button to search for words or phrases within a document. This will list all occurrences of that word or phrase within a document.  

Printing

To print a PDF you must click on the print icon on the adobe toolbar (the toolbar directly above the document). From here you can select all normal print functions such as printer name, page range etc.


How do I find items on eReadings?

Most of your readings should be available electronically via the catalogue -  the Readings interactive tutorials will explain how to find eReadings items. You will find other information about readings and contacting your Liaison Librarian here .