Interlibrary Loan--

a Vital Strategic Service

Harry M. Kriz

Virginia Tech

Once Upon A Time

“Interlibrary Loan is going to become more important.”

--Eileen Hitchingham, April 1996

Why Go To The Library?

To Get BooksPreferably cataloged and

classified books

But,if the library doesn’t have the books you want, what’s theNext Most Important Thing?

Interlibrary LoanOf Course

Paper Everywhere

We All Like Databases

Traditionally, databases were created to handle the INTERNAL problem of paper

The Way It Was

• Used technology to work faster, cheaper, more reliably

• Automated existing procedures

• Supported clerical and administrative work

Focus was INTERNAL

Traditional Software

Library staff uses software that

helps them perform a process.

Software and automation are a

COSTof doing business.

Customer Goals First

• Having technology is NOT a goal

• Library’s goal is to satisfy the customer through useful and effective services

• Library services acquire value only by achieving customer purposes

Today’s Approach

• Understand our business and contribute to customer success

• Emphasize the individual customer, not the institution

• Be effective, not just efficient

• Empower customers to achievetheir goals

Look at the Process

Our goal is to create a process that serves the EXTERNAL purpose of achieving the customer’s goals

Process Automation

• We automated the ILL process,not the storage of ILL data

• We designed the process and workflow, data storage followed

Interlibrary Loan

ILL services are available for research purposes to all Virginia Tech students,

faculty, and staff

regardless of location

The commonwealth and beyondis our campus

Trends in ILL and Document Delivery

0

5,000

10,000

15,000

20,000

25,000

30,000

1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004

Fiscal Year

Ite

ms

Document Delivery

Borrowed by ILL

Loaned by ILL

The Dean Was Correct

•ILL volume increased at Virginia Tech for several years

•Document delivery to distance learners was added

Who We Borrow From

• 2,650 libraries in 7 years supplied 179,000 books and photocopies

• 566 libraries provided 10 or more items for a total of 95% of borrowed items

• UVa supplies about 22% of all items

Where We Borrow From

How Many Lenders Do We Need?

During the 2004 fiscal year at Virginia Tech:

1,146 lenders supplied 22,492 items

Our Library Isn’t Adequate& Neither is Yours

During the year 2004 fiscal year at Virginia Tech:

• 413 lenders supported the College of Engineering(718 engineers borrowed 5,100 items)

• 291 lenders supported the 11 customers who each borrowed more than 100 items (3,055 items)

• 111 lenders supported 1 faculty member who borrowed 675 items

Were Customers Satisfied?

Very much so!

ILLiad Service RatingsExtended Campus Customers

Fall 2003

12%

1% 0% 0%2% 0% 0%

86% 87%

11%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Very good Good Adequate Bad Very bad

Service Rating

% o

f c

us

tom

ers

ILL %

Doc Del %

324 (61%) out of 529 customers responded

What Did They Say?

… one of the best things that has happened in the over 15 years that I've worked for Virginia Tech. --CJ, a faculty member at the Southern Piedmont AREC

I worked at a number of international institutions and Va Tech library provides the best service I have ever had for off-campus faculty members. --CH, Hampton Roads AREC

Faculty

What Did They Say?

The ILLiad service is excellent. It's one of the best reasons for being enrolled at Va Tech! --SA, Silver Spring, MD.

This just reinforces how truly committed the Va Tech library professionals are to Va Tech students, even those of us in Northern Virginia!! --WM, Arlington, VA

You do a great job . ILLiad has been an incredible service, quick, easy, very helpful. Keep up the good work. I couldn't have done graduate school without it. --SD, Charlottesville, VA, student Hampton Roads AREC

Students

What Did They Say?

Students

The library service is the best VT administrative service by leaps and bounds that I've encountered so far. You folks are extremely efficient and easy to deal with. You also make appropriate use of computer technology, not just employing it because you could but because it can serve a useful purpose. --SG, Washington, D. C.

What Did They Say?

I would like to say that I consider the ILLiad service essential to my success as an off-campus student. --LAJ, Roanoke

In fact, finishing my Ph. D. while in D.C. would be very difficult if it were not for ILLiad. --SC, Manassas

Students

Summary

• ILL is the 2nd most important library activityand I should add, the most complex

• ILL is the quintessence of library cooperation

• ILL is where the action is

• ILL is a distinguishing service

• ILL is a strategic service

• We may still be learning just how great the demand is for quality ILL service

ILL is a Library Strategic Service

• ILL process improves the library’s bottom line– Service to the customers

Focus is EXTERNAL

• External results contribute directly to the purposes of library customers– ILL process makes it possible for customers to achieve

their goals through the library

What Else They Said

You are doing an excellent job, and far exceed the services of other university libraries I have used. Keep up the great work! --KC, distance learner in Kentbridge, VA

I enjoy the service you provide so much that I brag about it to friends and associates who are going to other graduate schools (i.e., The George Washington University, University of Maryland, etc.) --TC, Alexandria, VA

Students

ILLIs this a great job or what?