by Pat L. Weaver-Meyers, Wilbur A. Stolt, Yem S. Fong
page 1-3
by Cherie Geiser, Rachel Miller
page 5-22
In the fall of 1994, the Greater Midwest Research Libraries Consortium (GMRLC) negotiated a contract with Federal Express for expedited delivery of interlibrary loan materials within the consortium. This paper describes the negotiation of the contract for interstate courier services, reviews the implementation process, noting lessons learned, and discusses the effects of the new service on interlibrary loan shipping costs, delivery speed, staff time, policies, and procedures. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Pat L. Weaver-Meyers, Wilbur A. Stolt
page 23-42
An investigation of interlibrary customer satisfaction at Greater Midwest Research Libraries Consortium member libraries reveals highly satisfied customers. Through correlation and regressional analysis the study verifies that customers' satisfaction is only minimally dependent on actual delivery speed. Customer perceptions about timeliness suggest that materials received within two weeks satisfy the average academic's "window of usefulness" for loaned items. The implication of these findings on investment of resources to improve delivery speed and on the importance of determining other factors which influence "complete customer satisfaction" are discussed. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Yem S. Fong
page 43-54
An analysis of comments drawn from a customer satisfaction survey assesses how users value interlibrary loan services in research environments. This study reveals that value and general customer satisfaction are given high marks when staff interactions are experienced positively, and when services are considered convenient and easy to use. Most respondents are unwilling to pay for expedited delivery and are surprised at the average cost to borrow an item. These comments support the theory that customer satisfaction relies on multiple characteristics of service and not on turnaround time alone. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Lee-Allison Levene, Wayne Pedersen
page 55-71
Data from a survey on interlibrary loan customer satisfaction conducted among Greater Midwest Research Library Consortia members is compared to institution-specific data from two of the participating libraries. Results are discussed in the context of office procedures and service policies at Iowa State University Library and University of Arkansas Library. Contrasts in policies at each institution are discussed in light of results that show significant differences in supplier charges per request and delivery speed, but little difference in patron satisfaction. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Nancy E. Paine, John Ward
page 73-93
As interlibrary loan departments process a rapidly increasing number of transactions annually while staffing levels rise slowly, interlibrary loan procedures and decision-making have grown more complex and staff training has become more important. This survey of GMRLC and ARL libraries compares the transaction to staff ratio in ILL borrowing and lending with a similar survey competed six years ago. Average transaction to staff ratios can serve as benchmarks to evaluate ILL operations. Data show an increase in transaction to staff ration since 1989 and a negative correlation between transaction to staff ratio and lending fill rate. Factors affecting productivity, such as automation and work flow, are related to staffing levels. Libraries defined as effective or non-effective by fill rate are compared. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Yem S. Fong, Penny Donaldson, Enid Teeter
page 95-124
Recent advancements in technological distribution and connectivity, and rising interlibrary borrowing and lending volume find many libraries seeking electronic solutions. As interlibrary loan offices increasingly eliminate paper files, the role of interlibrary loan software assumes greater and greater importance. This article provides a comparative analysis of three products: SAVEIT, AVISO and PRS ( Patron Request System), and assesses how these systems meet interlibrary loan management needs and the changing Internet environment. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Molly Murphy, Yang Lin
page 125-139
An analysis of user requests for interlibrary loan materials revealed that about five percent of the total requests placed at the University of Oklahoma required lending fees. The authors review costs and the users' willingness to pay those costs to draw conclusions about the best policy for cost recovery. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Tom Delaney
page 141-153
Colorado State University began to experiment with a patron initiated E-mail request system in 1990. This initial project was the first step in moving the Interlibrary Loan Department into an enhanced electronic environment. Since then, the program has grown in scope and has been adopted for use by other libraries in the state. This paper describes the evolution of ZAP from its early design stages to the successful development of network applications. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Barbara G. Preece, Susan Logue
page 155-166
Redesigning the interlibrary loan process by empowering the patron at Southern Illinois University at Carbondale's Library Affairs has involved a number of projects. These include patron initiated interlibrary loan for items held by members of the Illinois Library Computer Systems Organization (ILCSO); introduction of the interlibrary loan link on FirstSearch, and implementation of web-based interlibrary loan request forms. This article will explore the Access Services Department's success in meeting three of the objectives outlined by the Association of Research Libraries North American Interlibrary Loan & Document Delivery (NAILDD) Project. It will provide descriptions of three projects designed to empower patrons, explain the role of institutional support and interdepartmental collaboration in these efforts, and discuss the impact on services. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
by Brice G. Hobrock
page 167-187
Academic libraries have accepted the consequences of a variety of uncontrollable financial, technological and political conditions for the past ten years with only incremental action. The usual resource-addition and cooperative solutions are not sufficient. The time has come for more radical, global solutions. The regional academic library consortium's application to document access is examined as a mechanism for resolving long-term problems. Radical paradigm shifts and library reengineering targeting resource sharing, document acquisition, and user interfaces are outlined. These strategies are presented as a giant step toward solving the problems of this decade and the next century. [Article copies available from The Haworth Document Delivery Service: 1-800-342-9678. E-mail address: getinfo@haworth.com]
page 189-253
Mary Sillitto, Subject librarian for Celtic, French, Music, Theatre, Film & TV, Glasgow University Library, Hillhead Street, Glasgow G12 8QE, Tel: 0141-330 6797; Fax: 0141-330 4952.