eBook - ePub
Interlibrary Loan/Document Delivery and Customer Satisfaction
Strategies for Redesigning Services
- 280 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Interlibrary Loan/Document Delivery and Customer Satisfaction
Strategies for Redesigning Services
About this book
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: Strategies for Redesigning Services 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.Interlibrary Loan/Document Delivery and Customer Satisfaction is a valuable resource for academic librarians, public and special librarians struggling with ILL/DD issues, DD providers (commercial or otherwise), and students in the field of library and information studies. Readers become immersed in the issues as this book:
- describes the development of local software to reduce the tedious tasks involved in request fulfillment, freeing office personnel to tackle more difficult requests
- analyzes how important delivery speed is to academic ILL/DD requestors and suggests when investing additional resources in improving delivery speed may be a waste of money
- provides comparative data on how many requests can be processed by the typical ILL office staff member
- debunks some long-held assumptions about delivery speed
- sets guidelines for efficiency and effectiveness
- proposes two strategies for redesigning ILL services to incorporate new developments in technology and innovative approaches toward long-standing, traditional servicesInterlibrary Loan/Document Delivery and Customer Satisfaction is useful not only to administrators interested in redesigning ILL and DD, but also to other libraries interested in comparing the speed and effectiveness of their service with some positively evaluated services provided by high-volume libraries. The software review helps providers implement the best choice of software for their offices and provides in-depth discussions about the strategies needed to further develop one's own software to reduce workload. At a time when the tenets of Total Quality Management and customer satisfaction are the focus of many managers, interlibrary loan and document delivery are transforming from peripheral services to primary services in the academic library. Interlibrary Loan/Document Delivery and Customer Satisfaction reflects the convergence of these trends and provides a great snapshot of services provided by a representative group of academic libraries.
Frequently asked questions
Yes, you can cancel anytime from the Subscription tab in your account settings on the Perlego website. Your subscription will stay active until the end of your current billing period. Learn how to cancel your subscription.
No, books cannot be downloaded as external files, such as PDFs, for use outside of Perlego. However, you can download books within the Perlego app for offline reading on mobile or tablet. Learn more here.
Perlego offers two plans: Essential and Complete
- Essential is ideal for learners and professionals who enjoy exploring a wide range of subjects. Access the Essential Library with 800,000+ trusted titles and best-sellers across business, personal growth, and the humanities. Includes unlimited reading time and Standard Read Aloud voice.
- Complete: Perfect for advanced learners and researchers needing full, unrestricted access. Unlock 1.4M+ books across hundreds of subjects, including academic and specialized titles. The Complete Plan also includes advanced features like Premium Read Aloud and Research Assistant.
We are an online textbook subscription service, where you can get access to an entire online library for less than the price of a single book per month. With over 1 million books across 1000+ topics, weāve got you covered! Learn more here.
Look out for the read-aloud symbol on your next book to see if you can listen to it. The read-aloud tool reads text aloud for you, highlighting the text as it is being read. You can pause it, speed it up and slow it down. Learn more here.
Yes! You can use the Perlego app on both iOS or Android devices to read anytime, anywhere ā even offline. Perfect for commutes or when youāre on the go.
Please note we cannot support devices running on iOS 13 and Android 7 or earlier. Learn more about using the app.
Please note we cannot support devices running on iOS 13 and Android 7 or earlier. Learn more about using the app.
Yes, you can access Interlibrary Loan/Document Delivery and Customer Satisfaction by Pat L Weaver-Meyers,Wilbur A Stolt,Yem S Fong in PDF and/or ePUB format, as well as other popular books in Languages & Linguistics & Library & Information Science. We have over one million books available in our catalogue for you to explore.
Information
Index
Accounting
as ILL department function, 85, 86
as ILL management software utility
AVISO, 112, 120-121
Patron Request System, 117, 120-121
SAVEIT, 101, 105-106, 120-121
Acquisitions, ILL as component of, 181
Advocacy, information care, 181-182
Alabama, intrastate ILL courier system, 7
American Library Association (ALA), National Interlibrary Loan Code of, 43-44, 74
Andrew W. Mellon Foundation, 21
ARIEL, 12, 20, 58, 151
definition, 88
document delivery speed, 67-68
relationship to ILL staff productivity, 86, 88-89
ArticleFirst, 160
Art print rentals, fees for, 126
Association of Big Eight Universities (ABEU), 6, 8, 185
Association of Research Libraries (ARL), 20-21
membersā ILL services
ILL staff levels, 75, 76, 78
increase, 74, 97, 156
North American Interlibrary Loan and Document Delivery Project (NAILDD) of, 96, 156, 158, 164-165
āOverview and Vision Statementā of, 157
āStatement on Information Access and Delivery Servicesā of, 157
Audio video equipment, fees for, 126
Automation. See also Information technology; Software, for ILL management
impact on ILL, 74-75
AVISO, 87, 109-114, 152
accounting applications, 112, 120-121
analysis of, 113-114
beta testing of, 96, 98, 99
comparative analysis of, 111, 119, 120, 121, 122
comprehensiveness, 120, 122
cost, 114, 121
development, 190
evaluation of, 111-113
limitations, 110, 122
report generating ability, 111-112, 120
request management ability, 112, 121
strengths, 122
technical requirements, 112-113, 121
Baylor University, 99, 185
dBase III Plus, 96-97
Bibliographic verification
database use for, 74
as I...
Table of contents
- Cover
- Halftitle
- Title
- Copyright
- Contents
- Introduction
- GMRLC Negotiations for an Interstate Courier: History, Results, and Trends
- Delivery Speed, Timeliness and Satisfaction: Patronsā Perceptions About ILL Service
- The Value of Interlibrary Loan: An Analysis of Customer Satisfaction Survey Comments
- Patron Satisfaction at Any Cost?: A Case Study of Interlibrary Loan in Two U.S. Research Libraries
- Changing Workloads and Productivity in Interlibrary Loan
- Interlibrary Loan Management Software: A Comparative Analysis of SAVEIT, AVISO and PRS
- How Much Are Customers Willing to Pay for Interlibrary Loan Service?
- ZAP: An Electronic Request System. Planning, Development and Adaptation in a Network Environment
- Empowering the Patron: Redesigning Interlibrary Loan Services
- A Managerās Viewpoint: Opportunities for Radical Paradigm Shifts
- Appendix
- Index