Interlibrary Loan/Resource Sharing is a transaction between two libraries to lend materials to each other on a short-term basis. Librarians and staff conduct ILL/RS on behalf of faculty, students, staff, as well as other patrons, depending on the type of library involved in resource sharing.
Conditions for interlibrary loans are set by the National Interlibrary Loan Code of the American Library Association and by individual libraries. It is the prerogative of the lending library to set the loan period, refuse to lend materials, withhold permission to photocopy, and/or restrict materials to library use. As the borrowing library, one must adhere to all rules and restrictions of the lending library.
Many library resource sharing activities are guided, limited, and even made possible by federal laws – particularly those related to copyright and copyright exemptions. Core guidelines commonly adhered to in resource-sharing practices have grown out of these laws. Licenses and licensing agreements between libraries and library consortia and vendors supersede law, and should be familiar to resource sharing librarians. Knowledge of current laws and guidelines governing resource sharing can help librarians provide compliant, standardized services that enhance performance in their library's roles as both borrower and lender.
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Using technology to streamline your workflow and processes provides benefits to your organization and to your patrons. Using appropriate technologies saves staff time (and thus money), results in fewer errors, shortens patron wait times, and helps to integrate ILL processes with the rest of the library. Aim for effective, efficient use of technology where it will have the most impact.
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Whatever name you use: quality measurement, program evaluation, benchmarking – the purpose of assessment is to help you make decisions about your library’s services. Some decisions may be: what new services should be developed, what services need improvement – or, what should you stop doing completely? Assessment can be used to discover whether the quality, speed, price or quantities of the services your library provides are similar to other libraries of your type and size – or not.
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Some of the most commonly measured or assessed ILL activities are as follows:
Having a strong customer service philosophy will make ILL easier and more pleasant for your patrons.
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IFLA Guidelines for Best Practices for Interlibrary Loan and Document Delivery
Leon, Lars E., et al. “Enhanced Resource Sharing Through Group Interlibrary Loan Best Practices: A Conceptual, Structural, and Procedural Approach” Libraries and the Academy 3.3 Jul. 2003 419-430
ALA’s Professional Tips Wiki entry on Customer Service
TED Talks, although not strictly library-focused, are a great resource for ideas & inspiration.
GiveMore Media is a for-profit company that develops & sells customer service training tools. They offer some great free videos to inspire.
Your patrons are your resources! Treat complaints as gifts!
Education & Networking:
Resource Sharing is a rapidly changing field requiring ongoing familiarity with a wide range of topics, from scanners and software to copyright law. Continuing education is key to gaining new skills, and to keeping up with changing trends and technologies. Likewise, networking with other librarians in the field allows Resource Sharing librarians to learn about changes, products, and trends. Networking also allows us to form personal relationships, key when you need a special request, a favor, or help finding that impossible to locate item.
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