Return this form to Colette Elick at The Talbot Research Library by Monday, October 26

The following survey will allow us to improve our services to you. It should take less than 10 minutes to complete. Your assistance is appreciated. PLEASE ANSWER THE FOLLOWING QUESTIONS:

1. Which of the following describes you?

1. Postdoc 15%
2. Fellow 1%
3. Nurse 11%
4. Research Associate 3%
5. Physician 13%
6. PI 28%
7. Other: 35% (Asst. Member, visiting scientist, nurse practitioner, exec. asst. etc)

1. How many times during the last calendar year have you used the Interlibrary Loan services?

1. 1 time 13%
2. 2-5 times 43%
3. 6-10 times 19%
4. 11-15 times 13%
5. more than 15 times 7%

1. How many interlibrary loan requests do you submit at one time?

0 7%

1. 1-5 91%
2. 6-10
3. 11-15 1%
4. 16-20
5. 21+

1. How do you usually submit your request?

1. Electronic form at the library’s website 26%
2. Paper form available in the library 54%
3. Both forms 19%

1. Which interlibrary loan service have you used (circle all that apply)?

NA 2%

1. Requested books 31%
2. Requested articles 85%
3. RUSH (fax) article 39%
4. Other: 1% ___________________________________

1. How was the turnaround time for delivery of material?

NA 2%

1. Good 83%
2. Fair 15%
3. Poor

1. Did you feel the costs incurred were

1. Very Expensive 7%
2. Somewhat Excessive 35%
3. Reasonable 48%

The following section deals with your EXPECTATIONS of Interlibrary Loan service. Please indicate the degree to which the following service elements are important to you.

• If the element is very important circle the number 7.
• If the element is not important circle the number 1.
• If your feelings are not as strong circle one of the numbers in between.

1. When I enter the Interlibrary Loan office I am greeted promptly and given immediate, courteous attention.

1 2 3 4 5 6 7   78% felt it important

 

2. The policies and procedures for the use of interlibrary loan have been communicated clearly to me.

1 2 3 4 5 6 7   78% felt it important

3. I should be able to request a large number of items at one time through interlibrary loan.

1 2 3 4 5 6 7   46% felt it important

 

4. I understand that because of the Copyright laws I may not be able to order certain items by interlibrary loan.

1 2 3 4 5 6 7   59% felt it important

5. I am notified promptly of any problems, delays or unusual charges for interlibrary loan services.

1 2 3 4 5 6 7   83% felt this important

6. My interlibrary loan requests are filled accurately.

1 2 3 4 5 6 7   94% felt this important

7. The items I request through interlibrary loan arrive quickly.

1 2 3 4 5 6 7   94% felt this important

8. The loan period for items borrowed through interlibrary loan is adequate for my needs.

1 2 3 4 5 6 7   80% felt so.

9. The library should offer electronic delivery of article-length documents to my workstation.

10. The quality of the faxed article is satisfactory.

11. My overall experience with the Interlibrary Loan service has been satisfactory.

Thank you for taking the time to complete this survey!

We welcome your additional comments and suggestions regarding Interlibrary Loan service.

• 20% of the respondents took the extra time to add comments.

Chose 5 University Libraries. Tracked from March 16- May 15 1998. Sent faxed RUSH requests randomly.

Results:

• XXX: Avg. turnaround time=16 hrs.( 2 requests they didn’t even respond to within 24 hrs. that they were not able to fill- had to cancel and send the request to another library).

• XXX: Avg. turnaround time=14 hrs. (twice their turnaround time was 3-4hrs., but on a few other occasions it was between 23-24 hrs. They don’t seem to be consistent).

• XXX: Avg. turnaround time=3 hrs. Very consistent.

• XXX: Avg. turnaround time= 2 hrs. Most of the time it was under 1 hr. 1 clinical rush within ½ hour.

• XXX: Avg. turnaround time=5 hrs. Again, not consistent.

• XXX: Avg. turnaround time=5 hrs. Most of the time their turnaround time was between 1-3 hrs. On 2 different occasions it was 17 hrs. 1 NYR and 1 NOS-called back to say they found it and to see if I wanted it but I’d already sent it to another library.

Factors that may have influenced these findings:

• Spring break/ Easter break. No student workers available for photocopying and faxing so that may be a reason for inconsistency in some cases.

• Work flow and vacancies in departments may also have contributed. XXX and XXX had vacancies and it may have disrupted the work flow.