Abstract

In helping the library patron to understand Interlibrary Loan service, bibliographic research, and citation verification, Interlibrary Loan helps the patron to locate and receive their needed materials through formal and informal ILL instruction initiatives. Overall, one of the primary goals of the modern Interlibrary Loan service is to make the library patron as ILL-independent and self-sufficient as possible. The objectives of the Interlibrary Loan Instruction Initiative is to have patrons perform research effectively, understand varied citation formats, and successfully submit ILL requests. Achieving these objectives will allow requests to be more quickly expedited and filled. Therefore, the Interlibrary Loan Librarian and staff are responsible for initiating and administering Interlibrary Loan instruction which helps to achieve this goal.

Statement of the Problem

• Patrons providing inaccurate information or incorrectly completing ILL forms; result: delay in processing of requests by the ILL staff.
  
• Patrons providing unverified citation source information or not verifying home library ownership status in the library's OAPC; result: some materials may be available in the home library meaning that ILL is unnecessary for this request.
  
• ILL Office work flow over-burdened by ILL requests which were incorrectly or inaccurately submitted; result: delay in processing other requests from same or other patrons causes loss of processing time and productivity rate for all requests from all patrons

Objectives of the Project

• To provide patrons with instruction about successfully completing ILL request forms to ensure that the presence of accurate information increases the likelihood of receiving the needed material within a reasonable period of time.
  
• To improve the understanding and use of the local OPAC as an ILL verification tool for use when verifying citations and confirming the home library's ownership status of needed materials prior to seeking ILL assistance.
  
• To have patrons submit accurate, verified ILL requests as needed in accordance with policy and procedures.
  
• To reduce to the greatest possible extent the amount of inaccurate, unverified ILL requests in the ILL work flow so that the productivity and delivery time of all pending requests to be processed is not negatively effected by inaccurate or unverified requests.

Implementation Methodology

• Direct, one-to-one informal patron instruction as requested by the patron from an ILL staff.
  
• Direct, one-to-one informal patron instruction as determined by the ILL staff member when providing uninitiated assistance walk-in patrons.
  
• Integration of formal ILL instruction into regularly scheduled bibliographic and library instruction classes and programs as performed by other library staff.
  
• Formal ILL instruction and lectures to individual classes as requested by faculty or students.
  
• Publicizing of ILL policies and procedures in print and Web/HTML format for direct, unlimited access by patrons.
  
• Formal and informal instruction of library staff concerning the basic functions and primary responsibilities of ILL as relating to research and instructional support.
  
• Publicizing ILL statistics which demonstrate that greater chances exist for the fulfilling of verified, accurately submitted requests as compared to unverified, inaccurate requests.
  
• Establishing oral, written, and electronic communication methods between the ILL staff and the patron to demonstrate to the patron effective, caring, and personal service for all requests submitted in order to assist the patron with their research and information needs.
  
• Publication of print form, brochures, guides, and other handouts in different colored sheets of paper for instant visual recognition and cognizance.
  
• Publish and promote the ILL Office Procedural Manual in the Web/HTML environment, including tasks, responsibilities, and logical progression of work flow, so that ILL patrons can develop a comprehensive understanding of the service.
  
• Develop training programs intended for all ILL staff, including permanent employees and student assistants, in order to assure equity of service and instruction to patrons regardless of the ILL staff member's assigned position, duties, or responsibilities.

Findings and Solutions

• Numerical and percentile statistics demonstrate the higher fill rate for accurately, verified ILL requests as compared to requests which involve substantial processing problems or barriers.
  
• Patrons have developed more confidence in ILL as a regular, expected research assistance tool due to an improved level of service comprehension.
  
• Increased numbers of accurate, verified ILL requests have allowed for faster productivity and delivery time by reducing the number of requests which are more difficult or impossible to process.
  
• Patron expectations of ILL as a viable information and document delivery access and provision source have increased.
  
• Patrons view favorably the attention and concern from ILL staff that their requests receive as the ILL office strives to fill their request.

Library Instruction Options for Interlibrary Loan and Library Staff

• Walk-In or By-Appointment Assistance
• Print Brochures & Web Page Information
• Librarian-to-Patron Contact & Instruction
• Classroom Instruction
• Correspondence by Telephone, Fax, Email, and in Writing
• Individual or Group Instruction at the OPAC Terminals
• Reference and Circulation Desk

Steps in the Interlibrary Loan Request Process for the Borrowing Patron

1. Patron's research and information need begins
   
2. Patron visits the Library's Reference Desk or other service desk facility
   
3. Information or research request becomes a reference interview
   
4. Reference Librarian provides advice, guidance, and instruction
   
5. Patron identifies materials needed via indexes, abstracts, catalogs, web search, bibliographies, footnotes and endnotes in published works, and personal contacts or references
   
6. Patron accesses the Library's OPAC or print catalog to begin collecting materials
   
7. Patron determines their home Library's ownership status of needed materials, and discovers that:

   (7A) Some or all of the needed materials are not owned by the home Library
   (7B) Some or all materials are owned by the home Library

8. Patron obtains materials from home Library, but how does the patron obtain the needed materials not located in their home Library? Patron returns to the Reference Desk for further instruction
   
9. Reference Librarian, other Librarians, colleagues, and friends refers Patron to the Interlibrary Loan Office
   
10. Patron visits the ILL Office and begins the ILL Request Process:

    (10A) First-time ILL Patrons inquire about expectations of service, procedures, and delivery times
    (10B) Experienced ILL Patrons begin ILL material request process as usual

11. Requests submitted to the ILL Office according to the home Library's ILL policies and procedures
    
12. Requests are reviewed by ILL Staff for compliance with ILL procedures, accurate information, and other data relevance
    
13. Patron is contacted by telephone, fax, email, or written correspondence if information in the ILL request form prevents processing because data provided is inaccurate, incomplete, or illegible
    
14. Requests are processed and ordered (via electronic systems or non-electronic means) in accordance with ALA/ILL codes, internal ILL procedures, and the U.S. Copyright Law
    
15. Responses to requests from Lending Libraries are received:

    (15A) Lending Library promises to ship material
    (15B) No library is willing to lend material or supply photocopy

16. Material is received or first round of ordering has ended:
    

    (16A) Material is received and given to Patron
    (16B) Patron notified about the inability to locate a Lending Library on first round of ordering

    Links to Interlibrary Loan Related web pages at Florida International University

    • Interlibrary Loan, policy for FIU ILL patrons
      
    • Interlibrary Loan Lending Policy For Borrowing Libraries, policy for borrowing libraries
      
    • Union Catalogs in Print and Microform
      
    • Interlibrary Loan Procedural Manual

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    Updated July 30, 1999

    www.fiu.edu/~hastyd/poster98.html