1. DOCUMENTS … WE WANT ‘EM RUSHED AND READABLE! Access Services Conference 2009 Atlanta, GA Tina Maresco and Maureen O’Brien Dermott Dickinson College Library, Carlisle, PA

2. How did we get here? Is Ownership Breaking the Bank?

4. Who ya gonna call? Interlibrary Loan

5. ILL Borrowing

6. ILL Lending

8. Access Strategies Books Consortium Loans Articles Ariel Delivery Odyssey Electronic Delivery Email US mail RapidILL

9. TURNAROUND TIME for ARTICLES FALL 2006FALL 2008 5.25 days 2.75 days

10. DOES IT MEET OUR STANDARDS? Checklists were kept for one week at “crunch time”. Each incoming and outgoing document was visually checked by a staff member.

11. CHECKLIST --- BORROWING From Trans- action # FineUpside Down Words Cut Off Black Border Missing Pages Illegible Wrong Article

12. CHECKLIST --- LENDING Trans- action # FineUpside Down Words Cut Off Black Border Missing Pages Illegible Wrong Article Scanned Pullslip

13. Standards Make a Checklist of Criteria Provide Visual Examples of Acceptable Work Periodic Quality Control by Staff Goal of 24 hour Turn Around Time

14. Summary and Conclusions Materials Training for Student Workers Change in Workflow IT Support Possible Future Licensing Agreements

15. Epilogue Remember: When it comes to Document Delivery, we all want ‘em FAST, but nobody wants ‘em HALF-FAST Thank You