1. Interlibrary Loan -- a Vital Strategic Service Harry M. Kriz Virginia Tech

2. Once Upon A Time “Interlibrary Loan is going to become more important.” --Eileen Hitchingham, April 1996

3. Why Go To The Library? To Get Books Preferably cataloged and classified books

4. But, if the library doesn’t have the books you want, what’s the Next Most Important Thing? Interlibrary Loan Of Course

5. Paper Everywhere

6. We All Like Databases Traditionally, databases were created to handle the INTERNAL problem of paper

7. The Way It Was Used technology to work faster, cheaper, more reliably Automated existing procedures Supported clerical and administrative work Focus was INTERNAL

8. Traditional Software Library staff uses software that helps them perform a process. Software and automation are a COST of doing business.

9. 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

10. 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 achieve their goals

11. Look at the Process Our goal is to create a process that serves the EXTERNAL purpose of achieving the customer’s goals

12. Process Automation We automated the ILL process, not the storage of ILL data We designed the process and workflow, data storage followed

13. Interlibrary Loan ILL services are available for research purposes to all Virginia Tech students, faculty, and staff regardless of location The commonwealth and beyond is our campus

14. The Dean Was Correct ILL volume increased at Virginia Tech for several years Document delivery to distance learners was added

15. 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

16. Where We Borrow From

17. How Many Lenders Do We Need? During the 2004 fiscal year at Virginia Tech: 1,146 lenders supplied 22,492 items

18. 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

19. Were Customers Satisfied? Very much so!

20. 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

21. 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

22. 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.

23. 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

24. Summary ILL is the 2 nd most important library activity and 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

25. 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

26. 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

27. ILL Is this a great job or what?