Improving Patron Service in Interlibrary Borrowing, a Case Study

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dc.contributor.authorWray, Tanner
dc.contributor.authorTuohy, Judith
dc.contributor.authorBallestad, Heather
dc.contributor.authorBeecher, Brian
dc.date.accessioned2004-08-25T19:17:30Z
dc.date.available2004-08-25T19:17:30Z
dc.date.issued2001-06-18
dc.description.abstractThe University of Wisconsin-Madison Memorial Library ILL Borrowing Office is a high volume borrowing office. Over the past 5 years the office has implemented technological and workflow changes to improve the delivery of ILL borrowing services to patrons. Technological changes implemented in the office include: patron-initiated requesting in the CIC Virtual Electronic Library and WorldCat, tight links between patron-initiated requests and an external patron database, OCLC direct request service, OCLC custom holdings, OCLC ILL Fee Management Service, web-based request forms, using the integrated library system to manage circulation, ARIEL, and CLIO ILL management software. Other changes include expanding communication with patrons via email, offering fewer office hours, abolishment of all paper files, physical rearrangement of the office, only accepting requests via electronic means, and routing selected ILL requests to Acquisitions for rush purchase and processing. Request volume has increased over time. Staff levels have not changed significantly. Turnaround time has decreased significantly and patrons receive their requested materials much faster. The poster will present the changes made by the ILL Borrowing Office and the impact on patron service. Plans for the future will be presented.en
dc.format.extent37376 bytes
dc.format.mimetypeapplication/msword
dc.identifier.citationA poster session presented at the American Library Association Annual Conference, San Francisco, CA, June 18, 2001en
dc.identifier.urihttp://hdl.handle.net/1903/1700
dc.language.isoen_US
dc.publisherAmerican Library Associationen
dc.relation.isAvailableAtDigital Repository at the University of Marylanden_us
dc.relation.isAvailableAtUniversity of Maryland Librariesen_us
dc.relation.isAvailableAtUniversity of Maryland (College Park, Md.)en_us
dc.subjectInterlibrary Loanen
dc.titleImproving Patron Service in Interlibrary Borrowing, a Case Studyen
dc.typePresentationen

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