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Patron‐focused services in three US libraries: collaborative interlibrary loan, collection development and acquisitions

Abstract : To improve service and increase user satisfaction, some libraries are exploring new models of collaboration among the Interlibrary Loan, Collection Development and Acquisitions departments. One public library and two university libraries present models in which funds were set aside to purchase materials requested by library users through interlibrary loan. The models differ in some details but in all cases interlibrary loan staff select the titles to be purchased and acquisitions staff rush order the requested titles.

Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada

Abstract : The quality of interlibrary loan services was investigated from the dyadic perspective of the library and the library customer. The study paired the use of a valid, reliable measuring instrument, SERVQUAL, with an unobtrusive approach related to 130 contrived interlibrary loan transactions in 38 large public libraries in Canada. Library measures of quality produced a fill rate of 52% and a turnaround time of 38 days. Customer expectations of quality proved higher than their perceptions of the quality of services they had received.

ARL/RLG Interlibrary Loan Cost Study

Abstract : The purpose of this study is to provide data for making decisions on whether to buy or borrow research materials and whether to use fee-based suppliers or interlibrary loan for obtaining photocopied materials. The study is based on 1991 information collected in a survey of 76 U.S. and Canadian research libraries.

Light at the end of the tunnel: transitioning from one interlending system to another


– This paper aims to outline the transition of two libraries from one automated interlending system (OCLC VDX) to another (Relais ILL).


– The paper provides historical background and context for the change, the transition planning, processes undertaken to ensure success, and the challenges and lessons learned along the way.


The impact of electronic journals on academic libraries: the changing relationship between journals, acquisitions and inter‐library loans department roles and functions

Abstract : This article is based on a study undertaken for an MSc dissertation looking at the impact of electronic journals on the relationship between acquisitions, inter‐library loans and journals departments in academic libraries. The study shows that, although electronic journals may be affecting departments in libraries, other factors may be present, e.g. budget cuts, staffing levels, etc. At present, it is still too early to judge the full impact of electronic journals on library services.



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