Interlibrary Loan/Document Delivery and Customer Satisfaction: Strategies for Redesigning Services

This book contains the results of the first and only multi-institution study of interlibrary loan and document delivery customer satisfaction among academic library patrons. By examining customer perceptions and ILL/DD activities, Interlibrary Loan/Document Delivery and Customer Satisfaction allows library administrators and managers to better understand service needs and shows them where to best allocate resources. The volume includes current reports on workload and staffing in ILL, analysis of current ILL statistical software packages, reports of on-site software development, and suggestions for the future of ILL/DD services. As ILL and DD are the fastest-growing services in academic libraries, having a tool that provides so much comparative data on service quality, efficiency, and effectiveness is crucial for librarians in search of solutions to an array of ILL/DD problems.