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This article was downloaded by: [Stony Brook University] On: 04 December 2014, At: 19:36 Publisher: Routledge Informa Ltd Registered in England and Wales Registered Number: 1072954 Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK Journal of Interlibrary Loan, Document Delivery & Information Supply Publication details, including instructions for authors and subscription information: http://www.tandfonline.com/loi/wzil20 Interlibrary Loan Internet Accessible Database (ILLiad) Anke Tonn a a Ellender Memorial Library , Nicholls State University , Thibodaux , LA , 70310 , USA Published online: 28 Jul 2009. To cite this article: Anke Tonn (2003) Interlibrary Loan Internet Accessible Database (ILLiad), Journal of Interlibrary Loan, Document Delivery & Information Supply, 14:2, 49-63, DOI: 10.1300/J110v14n02_06 To link to this article: http://dx.doi.org/10.1300/J110v14n02_06 PLEASE SCROLL DOWN FOR ARTICLE Taylor & Francis makes every effort to ensure the accuracy of all the information (the “Content”) contained in the publications on our platform. However, Taylor & Francis, our agents, and our licensors make no representations or warranties whatsoever as to the accuracy, completeness, or suitability for any purpose of the Content. Any opinions and views expressed in this publication are the opinions and views of the authors, and are not the views of or endorsed by Taylor & Francis. The accuracy of the Content should not be relied upon and should be independently verified with primary sources of information. Taylor and Francis shall not be liable for any losses, actions, claims, proceedings, demands, costs, expenses, damages, and other liabilities whatsoever or howsoever caused arising directly or

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Page 1: Interlibrary Loan Internet Accessible Database (ILLiad)

This article was downloaded by: [Stony Brook University]On: 04 December 2014, At: 19:36Publisher: RoutledgeInforma Ltd Registered in England and Wales Registered Number: 1072954Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH,UK

Journal of InterlibraryLoan, Document Delivery &Information SupplyPublication details, including instructions forauthors and subscription information:http://www.tandfonline.com/loi/wzil20

Interlibrary Loan InternetAccessible Database (ILLiad)Anke Tonn aa Ellender Memorial Library , Nicholls StateUniversity , Thibodaux , LA , 70310 , USAPublished online: 28 Jul 2009.

To cite this article: Anke Tonn (2003) Interlibrary Loan Internet Accessible Database(ILLiad), Journal of Interlibrary Loan, Document Delivery & Information Supply, 14:2,49-63, DOI: 10.1300/J110v14n02_06

To link to this article: http://dx.doi.org/10.1300/J110v14n02_06

PLEASE SCROLL DOWN FOR ARTICLE

Taylor & Francis makes every effort to ensure the accuracy of all theinformation (the “Content”) contained in the publications on our platform.However, Taylor & Francis, our agents, and our licensors make norepresentations or warranties whatsoever as to the accuracy, completeness,or suitability for any purpose of the Content. Any opinions and viewsexpressed in this publication are the opinions and views of the authors, andare not the views of or endorsed by Taylor & Francis. The accuracy of theContent should not be relied upon and should be independently verified withprimary sources of information. Taylor and Francis shall not be liable for anylosses, actions, claims, proceedings, demands, costs, expenses, damages,and other liabilities whatsoever or howsoever caused arising directly or

Page 2: Interlibrary Loan Internet Accessible Database (ILLiad)

indirectly in connection with, in relation to or arising out of the use of theContent.

This article may be used for research, teaching, and private study purposes.Any substantial or systematic reproduction, redistribution, reselling, loan,sub-licensing, systematic supply, or distribution in any form to anyone isexpressly forbidden. Terms & Conditions of access and use can be found athttp://www.tandfonline.com/page/terms-and-conditions

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Interlibrary LoanInternet Accessible Database (ILLiad):

A Patron Focused SatisfactoryInterlibrary Loan Service Study

Anke Tonn

ABSTRACT. One year after the implementation of the Interlibrary LoanInternet Accessible Database (ILLiad) software, a patron satisfaction In-terlibrary Loan user service study was conducted at Ellender Memorial Li-brary, Nicholls State University, by the Interlibrary Loan Librarian. Aquestionnaire with sixteen questions was distributed to faculty, staff, grad-uate and undergraduate students. The data received was entered intoMicrosoft Excel and converted into the SPSS system. Frequency tableswere produced. The outcome of the user study was recorded in a Power-Point presentation with slides of statistical data graphs. The ILLiad userstudy produced a high rating of the ILLiad system and confirms that sixtypercent of the participants were faculty members who are committed to re-search and in need of accessing additional research resources for theirwriting, presenting and publishing of professional papers. Faculty and stu-dents have shown their gratitude to Interlibrary Loan Services, con-firming the main purpose of interlibrary loans is for research and degreeprograms. Many institutions provide this privilege only for their facultyand graduate students. Ellender Memorial Library encourages undergrad-uate students who are striving for excellence in their studies to use Interli-brary Loan Services. It can be surmised that the ILLiad electronic and

Anke Tonn is Interlibrary Loan Librarian and Associate Professor, Ellender Me-morial Library, Nicholls State University, Thibodaux, LA 70310 (E-mail: [email protected]).

Journal of Interlibrary Loan, Document Delivery & Information SupplyVol. 14(2) 2003

http://www.haworthpress.com/web/JILIS 2003 by The Haworth Press, Inc. All rights reserved.

Digital Object Identifier: 10.1300/J110v14n02_06 49

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web-based services are more efficient, and that patrons are more computerliterate than ever before and favor the new technology and advanced ser-vices in our institution. [Article copies available for a fee from The Haworth Doc-ument Delivery Service: 1-800-HAWORTH. E-mail address: <[email protected]> Website: <http://www.HaworthPress.com> © 2003 by The Haworth Press,Inc. All rights reserved.]

KEYWORDS. Interlibrary loan, ILLiad

INTRODUCTION

Interlibrary Loan Internet Accessible Database (ILLiad) is a pa-tron-initiated request tracking system originally developed by the Inter-library Loan Department of the University Libraries at Virginia Tech.ILLiad software is now sold and licensed by Online Computer LibraryCenter (OCLC). In 2000, the Louisiana Library Network (LOUIS)Consortium’s top priority was to find and install an Interlibrary Loansystem to automate lending and borrowing functions. The ILLiad sys-tem was chosen since it is the most advanced web-based system. After asix-month successful trial with four participating Louisiana libraries,the ILLiad software was implemented at the LOUIS Consortium ofLouisiana’s academic libraries in Baton Rouge (totaling 15 academic li-braries). Ellender Memorial Library at Nicholls State University waspart of the second installation in July 2001.

Ever since the prices of books, monographs and journals have in-creased, university and research libraries have had less buying power.More and more journal titles, standing orders and monograph series havebeen cancelled because most institutions’ acquisition budgets were not ad-justed to the high percentage of increase in library materials. This became aserious problem for collection development. Many important book andjournal titles that support the curriculum of the universities’ programs werenot obtained. Often, years of incomplete sets of journal volumes and issuesare missing in the academic library collections. The lack of research ma-terials creates problems for faculty and students when they are searchingfor appropriate materials. Interlibrary Loan Services are crucial and muchappreciated. Most library collections do not own everything that is pub-lished; therefore, interlibrary loans are very important for the user to ob-tain needed materials. With the overwhelming amount of publishingpower through the new media of electronic journals, e-books and theInternet, resource sharing and interlibrary loans have become essential in

50 Journal of Interlibrary Loan, Document Delivery & Information Supply

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every library. Financial burdens on academic institutions include affordingonline catalogs, services and the overpowering richness of publishing inprinted and electronic resources. As a result, library consortia becamepopular and reduced operational costs. Louisiana’s academic and techni-cal colleges, public libraries and schools libraries merged into a consor-tium (LOUIS) to automate their library catalogs and share electronicresources such as indexes to periodical literature and electronic data-bases. Today, Louisiana libraries are fortunate to have this excellent ser-vice. LOUIS is a leader in the U.S. when it comes to consortium serviceand resources. With the automation of the Interlibrary Loan Services andchoosing ILLiad, LOUIS is the first group sharing the ILLiad software ina single consortium installation.

WHY ARE INTERLIBRARY LOANS POPULAR?

Interlibrary loan provides additional materials for existing library col-lections. It supports faculty, academic research and students’ assign-ments. Interlibrary loans help locate requests, update current information,improve class instruction, encourage reading for personal and profes-sional interests and help replace missing pages in book or journal issues.

HISTORY AND COMPARISON BETWEEN ILL AND ILLiad

Interlibrary loan previously used the OCLC system, which is inte-grated with ILLiad. The previous OCLC ILL service was partially auto-mated, using paper request forms. These forms were filled out by thepatron and submitted to the ILL office. Requests were keyed into thesystem, which was a time-consuming process. There was no certaintywhen requests were ordered. Paper can easily be delayed, misplaced, orlost in the process. The patron was not able to interact or see the pro-cessing stages of a particular request. The OCLC ILL system was lessorganized and much slower in processing and workflow. With ILLiad,every step of processing a request is recorded electronically. It startswith the patron signing into the system and placing the order electroni-cally. The system prints book-receiving and returning forms, slips andmailing address forms. The librarian can interact with the patron at anytime. The request can be cancelled when the patron searches the onlinecatalog holdings. The ILLiad system provides specific information thatinforms the patron about the status of their request. When the request is

Anke Tonn 51

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cancelled, the librarian states the reason of the unfilled request, or in-cludes the call number of the library holdings and location in the return-ing e-mail message. Through the system, communication is establishedbetween the librarian and the user.

QUESTIONS ANSWERED IN THE STUDY

Ellender Memorial Library users have been very satisfied with theInterlibrary Loan Service over the past two years. When I became theInterlibrary Loan Librarian in January 2000, I reorganized many of theworkflows in this department. The request fill-rate and satisfactionlevel of the users were judged successful. In Summer 2001, the libraryimplemented the ILLiad system and soon the service became more reli-able. Over 1,000 requests were received in a fast turn-around time. Usersatisfaction was strongly expressed through written and verbal commu-nications.

This positive outcome is based on a very high percentage of user sat-isfaction, especially with the faculty and student researchers. Therewere minor inconveniences with some of the student-user satisfactionratings. Students often do not spend enough time on their research; haveinadequate citations, or incomplete information when submitting re-quests. They do not plan enough time for the materials to arrive for theirpapers. Often, they do not pick up their materials. Some students do nothave access to computers or do not have e-mail accounts. It is very diffi-cult to reach patrons by phone. Most do not have answering machines.In these cases, the user satisfaction is usually low. Many students, evenundergraduates, have profited by writing excellent papers due to the re-ceived materials from our ILLiad Interlibrary Loan Service, for theyhave thanked us personally for our service.

WHAT ARE THE FEATURES OF THE AUTOMATEDILLiad INTERLIBRARY LOAN SYSTEM?

There are eight specific goals of the ILLiad program:

• Patron identification through registration• Successful delivery of materials• Elimination of duplicate requests and information• Prevention of unauthorized users• Patron interaction through request submitted through online format

52 Journal of Interlibrary Loan, Document Delivery & Information Supply

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• Tracking and reporting every step of requests• Eliminating all paper records• Producing statistical reports can be produced to share with patrons

The ILLiad system automatically produces e-mail messages when arequest arrives or a cancellation is produced. The patron is informed in-stantly as a request is processed. This system cuts down processing timeand turn-around time of requests.

DISCUSSION OF THE STUDY

The purpose of this study is to measure the user satisfaction of theUniversity’s clients: the faculty, staff, graduate and undergraduate stu-dents. We should ask ourselves, “Is this web-based system accountablefor a quality and satisfactory service?”

A questionnaire with sixteen items was developed and sent to fortyfaculty members, ten staff members, forty graduate and forty undergrad-uate students. The instrument was designed to measure the following:

• Frequency• Status• Degree type• Purpose of use• How often used• Difference between ILL and ILLiad• Accurate retrieval of articles• Accurate retrieval of books, reports, proceedings, theses• Satisfaction of turn-around time• Cancellation rate• Favor electronic ILL service• Paper request or web-page ordering• E-mail notifications preference• ILLiad web-based features• How to improve the ILLiad system• Prefer to receive an article electronically

Forty-five questionnaires were answered and returned. Twenty-sevenwere received from faculty, five from staff, and eight from graduates andfive from undergraduate students. The data were entered into MicrosoftExcel and then converted into the SPSS system. A frequency table wasdeveloped including cross tabulations.

Anke Tonn 53

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RESULTS (QUANTITATIVE SURVEY)

The results of the survey indicate that all of the forty-five participantsused the ILLiad system. The participants in the study included 60.0%(n = 27) faculty, 11.1% (n = 5) staff members, 17.8% (n = 8) graduatesand 11.1% (n = 5) undergraduate students.

The degree type of the participants was 31.1% (n = 14) PhD, 31.1%(n = 14) MA/MA degrees, 20.0% (n = 9) BA/BS degrees and 17.8%(n = 8) without a degree.

54 Journal of Interlibrary Loan, Document Delivery & Information Supply

The of the participants in the studystatusconsisted of

60% (27)11.1% (5)17.8% (8)11.1% (5)

facultystaff membersgraduatesundergraduate students

Data Summary

All participants have the ILLiad45 usedsystem.

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%

Ph.D.

MA/MS

BA/BS

No degree

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THE MAIN PURPOSE OF USING THE ILLiadINTERLIBRARY LOAN SYSTEM

In this study, 6.7% (n = 3) of participants used ILLiad for improvingclass instruction, 11.1% (n = 6) users needed to update or finalize cur-rent research information with interlibrary loan requests. The highestpercentage 75.6% (n = 34) was for clientele who used the materials forresearch purposes, 17.8% (n = 8) of the students needed the requests fortheir degree program, 6.7% (n = 3) were needed materials in class as-signments for students, and 6.7% (n = 3) participants used InterlibraryLoan for their personal use. Lastly, 2.2% (n = 1) used the service to re-place missing pages in a library book.

HOW OFTEN HAS THE PARTICIPANT USED ILLiad?

Most participants, 57.8% (n = 26), used the system frequently “10 +”times; “3-9” times occurred 25% (n = 11); 17.8% (n = 8) used the sys-tem “less than 3 times.”

Anke Tonn 55

6.70%

Improveinstruction

Updateinformation

Research

Program

Class

Personal

Library

1.10%

75.56%

17.80%

6.70%

6.70%

2.20%

75.56%

17.80

6.70%

6.70%2.20% 6.70%

1.10%

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DIFFERENCES BETWEEN ILL AND ILLiad SERVICE

A total of 8.9% (n = 4) did not notice any difference between the twoservices; 20% (n = 9) of the clients did notice a difference; 55.6% (n = 25)noticed a considerable difference; and 2.2% (n = 4) did not answer thequestion.

56 Journal of Interlibrary Loan, Document Delivery & Information Supply

Differences Between ILL and ILLiad Services

No

Difference

Considerable

NO answer

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%

Differences Between ILL andILLiad services

•••

did not notice any differencedid notice a differencenoticed a considerabledifference

did not answer the question

8.9% (4)20.0% (9)55.6% (25)

2.2% (4)

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ACCURATE RETRIEVAL OF ARTICLE REQUESTS

Retrieval of articles was highly evaluated with 80% (n = 36) stating,“very accurate”; 11.1% (n = 5) said the requests were “somewhat accu-rate”; and as few as 2.6% (n = 1) said they “received an incorrect re-quest.” There were 8.9% (n = 4) who did not answer.

ACCURATE RETRIEVAL OF BOOKS, REPORTS,PROCEEDINGS, THESES

Book request evaluations were 77.8% (n = 35), very accurate; 4.4%(n = 2) stated that it was “somewhat accurate”; and one person said hehad received an incorrect request. A total of 16% (n = 7) did not answer.

Anke Tonn 57

Accurate Retrieval of Articles

• very accurate80.0% (36)

• somewhat accurate11.1% (5)

• incorrect2.6% (1)

• did not answer8.9% (4)

Accurate Retrieval of Books,Reports, Proceedings, and Theses

••••

77.8% (35)4.4% (2)2.2% (1)15.6% (7)

very accuratesomewhat accurateincorrect requestdid not answer

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SATISFACTION OF “TURN-AROUND TIME”

There were 75.6% (n = 34) who were “very satisfied” with the turn-around time. Twenty percent (n = 9) were “satisfied,” and one person wasdissatisfied. One person did not answer.

FAVOR ELECTRONIC ILLiad SERVICE

Of the interlibrary loan patrons, 88.9% (n = 40) favored electronic ser-vice “Yes, very much so”; 40.5% (n = 20) said, “Yes, but did not havecomputer access”; only 4.5% (n = 2) said no, they “prefer paper requests”;and 2.2% (n = 1) did not answer.

58 Journal of Interlibrary Loan, Document Delivery & Information Supply

Satisfaction of “Turn-AroundTime”

••••

very satisfiedsatisfiedless than expecteddid not answer

75.6% (34)20.0% (9)2.2% (1)2.2% (1)

Electronic ILLiad Service

••••

yes, very much soyes, but I have no accessno, I prefer paper requestsdid not answer the question

88.9% (49)4.4% (2)4.4% (2)2.2% (1)

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PAPER REQUEST OR WEB-PAGE ORDERING

Instead of web-page ordering, 6.7% (n = 3) prefer paper requests. Ahigh percentage–73.3% (n = 33)–prefer electronic requests; and 17.8%(n = 8) like both.

E-MAIL NOTIFICATION PREFERENCE

E-mail notifications are preferred: 95.6% (n = 43) like the e-mail no-tifications. Only 4.4% (n = 2) did not like it.

Anke Tonn 59

Paper Request or Web-PageOrdering

••••

prefer paper requestsprefer electronic requests

like bothdid not answer

6.7% (3)73.3% (33)17.8% (8)2.2% (1)

What Web-Based FeaturesWere Used

A. Request statusNo answer

B. Renewing booksNo answer

C. Reordering acancelled requestNo answer

D. Checking the accounthistory

75.6% (34)24.3% (11)77.8% (35)22.2% (10)

77.8% (35)22.2% (10)

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ILLiad FEATURES:WHAT WEB-BASED FEATURES WERE USED

The patron visiting the ILLiad Website can select several features.The Requests Status feature was checked by the user 75.6% (n = 34) ofthe time. Renewing books was used by the patrons 77.8% (n = 35). Re-ordering a cancelled request was acknowledged with 77.8% (n = 35). Afew patrons only viewed Checking the Account History.

HOW WOULD YOU IMPROVE THE ILLiad SYSTEM?

Many users did not request any changes. They stated that they were sat-isfied with its services. Telephoning when requests arrive was supported57.8% (n = 26) of the time. There were 42.2% (n = 19) who did not answer.Sending e-mail messages and telephoning when the request arrived wasstrongly supported with 91.1% (n = 41); 8.9% (n = 4) did not respond.Telephoning when a request is unfilled was supported by the responderswith 82.2% (n = 37); 17.8% (n = 8) did not answer. Sending an e-mail mes-sage and telephoning when a request is unfilled was highly supported with96% (n = 43). Only 4.4% (n = 2) did not answer.

PREFER TO RECEIVE JOURNAL ARTICLESELECTRONICALLY

When receiving articles electronically becomes available, 78.6%(n = 33) prefer electronic delivery; 21.4% (n = 9) prefer to pick up theprinted version; and 6.7% (n = 3) had no comment.

60 Journal of Interlibrary Loan, Document Delivery & Information Supply

How WouldYou Improve the ILLiad System?

A. Telephone when request arrive:Did not answer:

B. Send e-mail message and telephonewhen request arrivesDid not answer:

C. Telephone when request is unfilled:Did not answer

D. Send e-mail message and telephonewhen request is unfilledDid not answer

E. Other options. Please listDid not answer

57.842.2%

91.1%8.9%

82.2%17.8%

95.6%4.4%

73.3%26.7%

(26)(19)

(41)(4)(37)(8)

(43)(2)(33)(12)

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QUALITATIVE SURVEY

One student included a page with additional information that espe-cially concerned the student user. The patron emphasized how very im-portant the ILL service is. Interlibrary Loan Service should be promotedmore to the students by the professors. “I cannot tell you how many stu-dents I know who do not know about ILL. This is a reflection on the factthat the students are not being required to read much more or and domore research.”

CONCLUSION

The user study clearly shows a high rating of the ILLiad system. Thestudy confirms that, of the participants who answered the questionnaire,60.0% (n = 27) were faculty members. Nicholls State University hasstrong and devoted faculties who present papers and publish profes-sional papers, articles, books and book reviews. Interlibrary Loan wasdesigned for the support of research. It is good to see that our facultytakes advantage of our ILLiad service. Many institutions give this privi-lege only to their faculty and graduate students. Ellender Memorial Li-brary encourages the very eager undergraduate students who arestriving for excellence in their studies.

The return rate of questionnaires was very low from our student body.This was a very disappointing result. Graduates and undergraduates areparticipating in a very high percentage in ILL service. In the future, a fol-low-up survey using the e-mail function to distribute the questionnaireswill be conducted.

Anke Tonn 61

Conclusion

The user study shows clearly, the high rating ofthe ILLiad system.The study confirms that the participants whoanswered the questionnaire were 60% (27) facultymembers.Interlibrary Loan was designed for the support ofresearch.Many institutions give the privilege of InterlibraryLoan only to their faculty and graduate students.Ellender Memorial Library encourages the veryeager undergraduate students who are striving intheir studies for excellence to have ILL services.

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By analyzing the types of degrees our users hold, the results show anequal participation of PhD and MA/MS degree holders. Many of ourfaculty are working on their doctoral degrees. Many professors who fin-ished their studies successfully gave their gratitude to the InterlibraryLoan Service. To confirm the main purpose of interlibrary loan, ourstudy indicates it is for research and degree programs. The users evalu-ated research with a high score of 75.6% (n = 34). The next highest cate-gory is for studies in a degree program with 17.8% (n = 8). Faculty andstudents often cannot find appropriate materials to specific topics forwhich they are conducting research or writing papers. There is a greatneed of additional library materials for successful and current researchand study results.

The highest percentage was scored for how often the ILLiad interli-brary loan system was used. The ILLiad system is used “10+ times” by57.8% (n = 26). This indicates the users’ need for success, and satisfac-tion for receiving appropriate or additional materials. A total of 24.4%(n = 11) used the system “3-9 times” and 17.8% (n = 8) have used it“less-than 3 times.” The lower categories of using the system indicatethat some faculty or students are in need of a particular book or articlefor a smaller project. Sometimes there is a need to replace a book that ischecked out or lost in the library’s collection. A journal volume couldbe at the bindery, an issue of a journal title could be missing, or replace-ment pages are needed for a book or journal issue.

A considerable difference between the old ILL service and the newILLiad system was noticed by 95.6% (n = 43). Only 8.9% (n = 4) did notnotice a difference. The users have been very positive and inspired withthe new functions of the Interlibrary Loan Service. They often are verygrateful and show their appreciation.

The fill rate of accurate articles was as high as 80% (n = 35). Forbooks, reports, proceedings and theses, 77.8% (n = 35) was the retrievalrate. The satisfaction of “turn-around time” is again high with 95.6%(n = 34) being satisfied and very satisfied. The cancellation rate of re-quests is 77.8% (n = 35). The questions for retrieval requests, turn-around time and cancellation rate are all very positive, with very highpercentages of user satisfaction. This indicates the ILLiad system andservices are very positive.

The electronic ILLiad service was favored by 88.9% (n = 40) of theusers; 73% (n = 33) preferred the web-page system to 6.7% (n = 3) wholiked paper forms; 17.8% (n = 8) liked both. Here it can be surmised thatthe electronic and web-based services are more efficient, and patrons aremore computer literate than ever before. They favor the new technology

62 Journal of Interlibrary Loan, Document Delivery & Information Supply

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and advanced services in our institution. This also includes the e-mailmessages that the system produces. The e-mail notifications were pre-ferred by 95.6% (n = 43) than to be notified by telephone.

Many of the ILLiad users have looked and used the ILLiad featuressuch as: request status, renewing a book and reordering a canceled re-quest. All rated a high percentage, in the 70s.

Suggestions for improvements of ILLiad indicated telephone notifi-cation, rather than sending only an e-mail message, was favored. TheInterlibrary Loan personnel can only do as much as possible to pleasethe clientele. The students are encouraged to check at the library’s Cir-culation Desk if materials have arrived for them. In the future, when oursystem is able to produce journal articles electronically, 78.6% (n = 33)will be able to print their request at home or on another available com-puter lab to receive their requested materials.

Submitted: November 15, 2002Accepted: January 3, 2003

Anke Tonn 63

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