Benchmarking Interlibrary Loan and Document Delivery Services: Lessons Learned at New Mexico State University

Optimizing Document Delivery at Simmons College Beatley Library

“…In interlibrary loan this quality is perceived through the turnaround time and the number of requests, which are successfully fulfilled. To measure these elements effectively, a mix of quantitative and qualitative statistics must be collected (Jackson, 1998;Jackson, Kingma, & Delaney, 2004;Stabler, 2002). Additionally, staff efficiency and process evaluation must also be considered in order to keep the processes as effective as possible.…”

Unmediated is the message: enhancements to traditional interlibrary loan in a Canadian university

“…Time is the next important issue. A benchmark study by the New Mexico State University in the United States indicated that a majority of users believe that copies should arrive faster than loans and expect delivery within 48 hours (Stabler, 2002). However, according to a 1996 ARL Performance Measures Study of research and college libraries, the average turnaround time to fulfil a borrowing request for copies in the traditional ILL setting was 15.6 calendar days for research libraries and 10.8 days for college libraries (Jackson, 1998a, b).…”

Interlibrary Loan Fill Rates: The Audiovisual Conundrum

“…Fill rate, the ratio of items found divided by the number of items sought, is often presented as one of the most important benchmarks for evaluating interlibrary loan and document delivery services (Stabler, 2002;Jackson, 1998Jackson, , 2004Nisonger, 2001). However, as a measure of performance, it is not without its detractors.…”