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Frequently Asked Questions (FAQ) for Distance Learners

Toll-free Help 1-866-VCU-BOOK

• 1. How do I connect to library databases from home?
  
  Connecting to VCU Libraries resources is as easy as EZProxy. Select almost any of the electronic resources linked from the Find Information page. Then login using your eID. This is the same username and password you use for VCU email and for Blackboard.'

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• 2. The library's database login screen doesn't recognize my eID.

  Verify the eID assigned to you. All accepted students, faculty, staff, and authorized affiliates of VCU have been assigned an eID that in most cases is the same as your @vcu.edu email name. Test your eID by opening your VCU email account or Blackboard.

  If your eID opens your email account or Blackboard, but it does not work for VCU Libraries resources, go to our Logon Problem Report Form at https://www.library.vcu.edu/forms/proxy.html. Please tell us what you were trying to do when you were denied access.

  If you have forgotten your password or have other eID issues, please contact the VCU Technology Services Help Desk. You may call or submit an online trouble ticket.

  [If you need your VCUCard number and you don't have it or know it, you may contact the VCUCard office at 804-828-8385 (Monday through Friday 8 a.m.-5 p.m.) or via e-mail at vcucard@vcu.edu. Students in the northern Virginia Social Work program in Arlington should call the Arlington office at 703-823-4130. The ID numbers for the students in that program are on file there. Off-campus program students in the School of Education may obtain their ID numbers from their instructors or directly from the VCUCard office.]

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• 3. Do you have this book? Will you pull it or check the shelf for me? I do not want to drive in if the item is not available.

  VCU Libraries' staff will check the catalog to verify the status and availability. You will be told the current status, location and call number, but you should be aware that the book may be checked out prior to your coming to VCU Libraries. VCU Libraries does not have sufficient staff to retrieve books upon phone request.

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• 4. How can I request delivery of books?

  Delivery of books is available only to VCU students, faculty, and staff employed or enrolled in a VCU off-campus program. Use ILLiad, the VCU Libraries interlibrary loan and document delivery online system. Complete the ILLiad "Request a Book" form. Book delivery is free to all VCU off-campus program students. We deliver via Fed Ex Ground delivery and you will usually receive books within 2 to 4 days of request (not including weekends). Delays may result if requested books are missing from the shelf. You can track the progress of your delivery by checking the status in your ILLIAD account.

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• 5. How can I request delivery of journal articles?

  Article delivery is available only to VCU students, faculty, and staff and health system employees. Use ILLiad, the VCU Libraries interlibrary loan and document delivery online system. Complete the ILLiad "Request a Photocopy" form. Delivery is usually by scanning and e-mail notification to download from your ILLIAD account, although delivery can be made by regular mail to the local VCU community and by priority mail to those associated with a VCU off-campus programs. There are no fees or delivery charges for this service. We usually send articles out within 48 hours of request (not counting weekends). Delays may result if requested articles are missing from the shelf.

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• 6. How can I find out if the article or book I requested has been sent out yet?

  Check in your ILLIAD account under "View/Modify Outstanding Requests". Or call Resource Delivery Services at 804-828-0630 or toll-free at  1-866-VCU-BOOK.

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• 7. I tried to request book or article delivery and was blocked because they said I owed a fine. Who should I talk to about that?

  Call Circulation & Information Services at 804-828-1111 (Cabell Library) or 804-828-0636 (Tompkins-McCaw Library).

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• 8. How can I renew books without coming in to the library?

  If you checked out the book in person at the VCU Libraries, go to the Item Renewal Form page at https://www.library.vcu.edu/forms/renewals.html and click on "My Library Record" to renew books, get information about fines owed, etc. Or, open the catalog at http://www.library.vcu.edu/catalog/ and then select the "My Library Record" link in the upper right part of the page.

  If the book was delivered to you, go to your ILLIAD account and click "View/Renew Checked Out Items."

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• 9. Who can I call for research advice?

  For most topics, the Cabell Library Research & Instructional Services at 1-866-VCU-BOOK: Mon-Thurs 9 a.m.-midnight., Fri 9 a.m.-9 p.m., Sat 10 a.m.-9 p.m., Sun 11 a.m.-midnight.

  For Health Science topics, the Tompkins-McCaw Library Service Desk at 804-828-0636 any time Tompkins-McCaw Library is open. See the TML hours here.

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• 10. How can I get driving directions to the VCU Libraries?

  For Cabell Library, see http://www.library.vcu.edu/jbc/directions.html

  For Tompkins-McCaw Library see http://www.library.vcu.edu/tml/information/tmldirections.html

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• 11. How can I find E-reserves and where can I get Adobe Acrobat?

  E-Reserves is located at http://catalog.library.vcu.edu/F/?func=find-b-0&local_base=vcu30pub. Or, open the catalog at http://www.library.vcu.edu/catalog/ and then select the "Reserves" tab.

  Get the free Adobe Acrobat reader from Adobe

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• 12. How can I learn more about using the library from home?

  See our "Learn How" webpage at http://www.library.vcu.edu/help/learnhow.html and our Connecting to the Libraries FAQ at http://www.library.vcu.edu/help/connect.html

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• 13. I need something else!

  Call our toll-free number at 1-866-VCU-BOOK or contact us via  the options shown at our Ask A Librarian  page.

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