Measuring the performance of ILL and document supply: 1986 to 1998

Performance Measurement and Metrics

Volumn 2, Issue 1, 2001, Pages 11-72

  Stein, Joan ^a  

^a NONE

Author keywords

Document supply; Interlending; Performance measurement

Indexed keywords

EID: 84993025132     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000007215     Document Type: Review

References (102)

1. Anand, H. (1987a). ILL and document delivery using telefacsimile transmission: part 1, preliminary study. Electronic Library 5(1), pp. 28-33.
2. Anand, H. (1987b). ILL and document delivery using telefacsimile transmission: part II, telefacsimile project. Electronic Library 5(2), pp. 100-107.
3. Ardis, S. and Croneis, K. (1987). Document delivery, cost containment, and serial ownership. College & Research Libraries News 48(10), pp. 624-627.
4. Arkin, E. (1997). ILL turnaround time at Aalborg University Library, presentation at the Workshop on Document Delivery in the Nordic Countries, 5th International Conference on Interlending and Document Supply, Aarhus, Denmark.
5. ASIDIC (1996). Marcinko, R., ed. ASIDJC Survey of Document Delivery Services 1996. Athens, GA: ASIDIC.
6. Australian Council of Libraries and Information Services (1997). Interlibrary Lending Costs Study 1997.
7. Blagden, J. (1997), Access versus holdings. Interlending and Document Supply 25(4), pp. 179-182.
8. Blagden, J. (1998). Managing the just-in-time library. In: Hanson T. and Day, J., eds. Managing the Electronic Library: a Practical Guide for Information Professionals. London: Bowker-Saur.
9. Bonk, S. (1991). The costs of co-operation. In: Gallico, A. Interlending and Document Supply: Proceedings of the Second International Conference, held in London, November 1990. Boston Spa: I FLA Office for International Lending, pp. 14-19.
10. Bonk, S. and Pilling, D. (1990). Modeling the economics of interlending. Interlending and Document Supply 18(2), pp. 52-56.
11. Botha, C. (1996). Report to the State Library Board on the 1996 Interlending Cost Survey and Proposed Tariff Adjustment, unpublished report for the State Library of South Africa. Pretoria: South Africa.
12. Botha, C. (1997). Annual Cost Survey 1997, unpublished report for the State Library of South Africa. Pretoria: South Africa.
13. Boyd, N. (1996). True supply time survey - results. FIL Newsletter issue 23, pp. 10-11.
14. Boyd, N. (1997). Towards access services: supply times, quality control and performance-related services. Interlending and Document Supply 25(3), pp. 118-123.
15. Budd, J. (1986). ILL service: a study of turnaround time. RQ 26(1), pp. 75-80.
16. Carmel, M. (1988). Library resource sharing in the National Health Service: benefits and limitations. Interlending and Document Supply 16(1), pp. 12-39.
17. Caudwell, J. (1989). Research into interlibrary lending - the New Zealand experience. Outlook on Research Libraries 11 (4), pp. 4-6.
18. Coopers & Lybrand Associates (1989). Modeling the Economics of Interlibrary Lending. Boston Spa: British Library Document Supply Centre.
19. Cornish, G. (1990). Interlending and Document Supply in Europe, prepared for the General Information Programme and UNISIST. Paris: UNESCO.
20. Cornish, G. (1991a). A European-wide survey of interlending and document supply. Interlending and Document Supply 19(2), pp. 39-52.
21. Cornish, G. (1991b). Document supply in the new information environment. Journal of Librarianship and Information Science 23(3), pp. 125-134.
22. Davis, M. and Rubin, A. (1996). Service vs services: customer-centered ILL. Journal of ILL, Document Delivery & Information Supply 7(1), pp. 47-59.
23. Dickson, S. and Boucher, V. (1989). A methodology for determining costs of interlibrary lending. In: Jackson, M. Research Access Through New Technology. New York: AMS Press, pp. 137-159.
24. Dols, L., Newsome, K. and Veldof, J. (1996). A process improvement approach to ILL. In: Arizona Libraries: books to bytes, contributed papers presented at the AZLA Annual Conference, Phoenix Civic Plaza, November 17-18, 1995. Phoenix: Arizona Library Association, College and University Libraries Division, pp. 10-28.
25. Evans, J., Bevan, S. and Harrington, J. (1996). BIODOC: access versus holdings in a university library. Interlending and Document Supply 24(4), pp. 5-11.
26. Exon, F.C.A. (1987). Survey of Australian Interlibrary Lending. Perth: The Library, Curtin University of Technology.
27. Fong, Y. (1996). The value of ILL: an analysis of customer satisfaction survey comments. In: Weaver-Meyers, P., Stolt, W. and Fong, Y. ILL and Document Delivery and Customer Satisfaction: Strategies for Redesigning Services. New York: Haworth Press, pp. 43-54.
28. Ghirardi, L. (1996). EUSIDIC-EUROLUG Survey of Document Delivery Services in Europe, 1996. London: EUSIDIC.
29. Guyonneau, C.H. (1993). Performance measurements for ILL: an evaluation. Journal of Interlibrary Loan, Document Delivery & Information Supply 3(3), pp. 101-126.
30. Hébert, F. (1993). The Quality of Interlibrary Borrowing Services in Large Urban Public Libraries in Canada. Toronto: University of Toronto, PhD dissertation.
31. Hébert, F. (1994). An unobtrusive investigation of ILL in large public libraries in Canada. Library and Information Science Research 16, pp. 3-21.
32. Hébert, F. (1996). Service quality: ILL in the public library. In: Watkins, J. Interlending and Document Supply: Proceedings of the Fourth International Conference: Papers from the Conference Held in Calgary, June 1995. Boston Spa: IFLA, pp. 111-117.
33. Hert, C.A. (1987). Predictors of ILL turnaround time. Library and Information Science Research 9, pp. 213-234.
34. Higginbotham, B. and Bowdoin, S. (1993). Access Versus Assets: a Comprehensive Guide to Resource Sharing for Academic Librarians. Chicago: American Library Association.
35. Horton, W. (1989). ILL turnaround times in science and engineering. Special Libraries 80(4), pp. 245-250.
36. Horton, W. (1991). A paradigm for the functional application of critical path management to the internal and external variables of ILL. Journal of ILL, Document Delivery & Information Supply 2(1), pp. 25-31.
37. ISO (1997) ISO 10161-1 Information and Documentation - Open Systems Interconnection - ILL Application Protocol Specification. Part 1. Geneva: International Organization for Standardization, pp. 42-43.
38. ISO (1998). ISO 11620 Information and Documentation: Library Performance Indicators. Geneva: International Organization for Standardization.
39. Jackson, M.E. (1997a). The ARL ILL/DD Performance Measures Study: Frequently Asked Questions.
40. Jackson, M.E. (1997b). Measuring the performance of ILL and document delivery services. ARL: A Bimonthly Newsletter of Research Library Issues and Actions 195, pp. 1-3.
41. Jones, G. (1987). The Interlibrary Lending and Document Delivery Performances of the Major Australian Academic and Research Libraries. 1980-1986. Newcastle, NSW: Auchmuty Library, University of Newcastle.
42. King Research Ltd. (1990). Keys to Success: Performance Indicators for Public Libraries: a Manual of Performance Measures and Indicators developed by King Research Ltd. Library Information Series, no. 18, London: HMSO.
43. Kingma, B. (1996). The Economics of Access Versus Ownership: the Costs and Benefits of Access to Scholarly Articles via ILL and Journal Subscriptions. Binghamton, NY: Haworth Press.
44. Kinnucan, M. (1993). Demand for document delivery and ILL in academic settings. Library and Information Science Research 15, pp. 355-374.
45. Kinnucan, M. (1994). Modeling user's preferences for document delivery. OCLC Systems and Services, pp. 93-98.
46. Landes, S. (1997). Ariel document delivery: a cost-effective alternative to fax. Interlending and Document Supply 25(3), pp. 113-117.
47. Lasswell, H.D. (1964). The structure and function of communication in society. In: Lymon B., ed. The Communication of Ideas: a Series of Addresses. New York: Cooper Square Pubs.
48. Levene, L. and Pedersen, W. (1996). Patron satisfaction at any cost? a case study of ILL in two U.S. research libraries. In: Weaver-Meyers, P., Stolt, W. and Fong, Y. Interlibrary Loan/Document Delivery and Customer Satisfaction: Strategies for Redesigning Services. New York: Haworth Press, pp. 55-71.
49. Line, M.B. (1987). Measuring the Performance Of Document Supply Systems. Paris: General Information Programme and UNISIST, UNESCO.
50. Line, M.B. (1991). Performance measurement within interlending and document supply systems. In: Gallico, A. Interlending and Document Supply: Proceedings of the Second International Conference. Boston Spa: IFLA Office for International Lending, pp. 5-13.
51. Littlejohn, N. and Wales, B. (1996). Assessment plan for ILL departments at academic libraries. Journal of ILL, Document Delivery & Information Supply 7(2), pp. 3-18.
52. Lor, P. (1987). The South African lending scheme: some results of a comprehensive survey. Interlending and Document Supply 15(4), pp. 101-107.
53. Lor, P. (1989). Measuring the outcomes of Southern African interlending requests: a comparison of measurement approaches. South African Journal of Library and Information Science 57(4), pp. 362-371.
54. Lor, P. (1990). The analysis of ILL systems: a taxonomy of variables. Journal of ILL, Document Delivery & Information Supply 1(1), pp. 43-66.
55. Lor, P. (1991). Methodological decisions in surveys of interlending traffic. South African Journal of Library and Information Science 59(2), pp. 95-104.
56. Lor, P. (1992). Measurement of suppliers' costs in a large decentralized interlending system. South African Journal of Library and Information Science 60(3), pp. 7-14.
57. Lovas, I., Graham, K. and Flack, V. (1991). Health professionals' use of documents obtained through the regional library network. Bulletin of the Medical Library Association 79, pp. 28-35.
58. Lowry, C. (1990). Resource sharing or cost shifting? - the unequal burden of cooperative cataloging and ILL in network. College & Research Libraries 51(1), pp. 11-19.
59. Lund, P. (1991). Measuring turnaround time in a public library system. Journal of Interlibrary Loan, Document Delivery & Information Supply 1(4), pp. 31-52.
60. MacDougall, A., Wheelhouse, H. and Wilson, J. (1989). Academic library co-operation and document supply: possibilities and considerations of cost-effectiveness. Journal of Librarianship 21(3), pp. 186-199.
61. MacDougall, A., Wheelhouse, H. and Wilson, J. (1990). Effectiveness of a local inter-loan system for five academic libraries: an operational research approach. Journal of Documentation 46(4), pp. 353-358.
62. Medina, S. (1988). Network of Alabama academic libraries ILL turnaround time survey. Southeastern Librarian 38, pp. 105-107.
63. Medina, S. (1992). Improving document delivery in a statewide network. Journal of ILL, Document Delivery & Information Supply 2(3), pp. 7-35.
64. Medina, S. and Thornton, L. (1996). Cannot supply: an examination of ILL requests which could not be filled by members of the network of Alabama libraries. Journal of ILL, Document Delivery & Information Supply 6(4), pp. 11-33.
65. Molidori Group, Inc. ([1997]), Emory University General Libraries ILL User Survey, Executive Summary.
66. Naylor, T. (1997). The cost of ILL services in a medium-sized academic library. Journal of ILL, Document Delivery & Information Supply 8(2), pp. 51-61.
67. Nitecki, D.A. (1995a). An Assessment of the Applicability of SERVQUAL Dimensions as Customer-based Criteria for Evaluating Quality of services in an Academic Library. University of Maryland at College Park, MD, PhD dissertation.
68. Nitecki, D.A. (1995b). User expectations for quality library services identified through application of the SERVQUAL scale in an academic library. In: Amrhein, R., ed. Continuity and Transformation: the Promise of Confluence. Proceedings of the 7th Association of College and Research Libraries National Conference, Pittsburgh, PA. Chicago, American Library Association, pp. 53-66.
69. Nitecki, D.A. (1996). Changing the concept and measure of service quality in academic libraries. Journal of Academic Librarianship 22(3), pp. 181-190.
70. Nitecki, D.A. (1998). Assessment of service quality in academic libraries: focus on the applicability of the SERVQUAL, paper presented at the Second Northumbria International Conference on Performance Measurement in Libraries and Information Services. Longhirst Hall, Morpeth, 7-11 September 1997. In: Proceedings of the Second International Northumbria Conference on Performance Measurement in Libraries and Information Services. Newcastle Upon Tyne: Information North, pp. 181-196.
71. Orr, R.H. (1973). Measuring the goodness of library services: a general framework for considering quantitative measures. Journal of Documentation 29(3), pp. 315-332.
72. Parasuraman, A., Zeithaml, V.A. and Berry L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press.
73. Parry, D. (1997). Why Requests Fail: Interlibrary Lending and Document Supply Request Failures in the UK and Ireland, a Report to the Circle of Officers of National & Regional Library Systems (CONARLS). British Library Research & Innovation Centre Project, report no. 59. Newcastle Upon Tyne: Information North for CONARLS.
74. Perrault, A. and Arseneau, M. (1995). User satisfaction and ILL service: a study at Louisiana State University. RQ 35(1), pp. 90-100.
75. Pilling, D. (1987). Speed of document delivery from BLDSC to overseas users. Interlending and Document Supply 15(1), pp. 12-15.
76. Poll, R. and Boekhorst, P. (1996). Measuring Quality: International Guidelines for Performance Measurement in Academic Libraries. I FLA Publications 76, IFLA Section of University Libraries & Other General Research Libraries. Miinchen, K.G. Saur, pp. 94-98.
77. Research Libraries Group (1996). Cost-effectiveness of Ariel for Interlibrary Loan Copy Requests: Summary of a Report to RLG SHARES Participants, http./Avnw.rlg.org/ariel/arifax.html.
78. Robertson, M. (1997). Document Delivery Performance, 2nd ed. Canberra: Council of Australian University Librarians (CAUL Performance Indicator B), distributed by CAVAL Limited, 4 Park Drive, Dundoora VIC 3083, Australia.
79. Robinson, B. (1989). Costing Question Handling and ILL/photocopying: a Study of Two State Contract Libraries in New Jersey, Executive Summary, prepared for the New Jersey State Library. Trenton, NJ: The Library.
80. Roche, M. (1993). ARL/RLG Interlibrary Loan Cost Study. Washington, DC: Association of Research Libraries.
81. Ruda, R.D.J. (1990). A Report on the Study of ILL Costs at the Library of the Curtin University of Technology, Western Library Studies, 15. Perth: The Library, Curtin University of Technology.
82. Seaman, S. (1992). An examination of unfilled OCLC lending and photocopy requests. Information Technology and Libraries 11 (3), pp. 229-235.
83. Senecal, K. (1993). Document delivery and ILL: time to take the fax machine out of the closet. Journal of ILL £ Information Supply 3(4), pp. 43-50.
84. Sprules, M.L. (1986). ILL Time Study at I. D. Weeks Library, University of South Dakota. Washington, DC: ERIC.
85. Stein, J. (1997). ILL user focus groups: final report, Carnegie Mellon University Libraries, unpublished report (contact: joan@andrew. cmu.edu).
86. Stein, J. (1998). Feedback from a captive audience: reflections on the results of a SERVQUAL survey for ILL services at Carnegie Mellon University Libraries, paper presented at the Second Northumbria International Conference on Performance Measurement in Libraries and Information Services, Longhirst Hall, Morpeth; 7-11 September 1997. In: Proceedings of the Second International Northumbria Conference on Performance Measurement in Libraries and Information Services. Newcastle Upon Tyne: Information North, pp. 207-222.
87. Stolt, W., Weaver-Meyers, P. and Murphy, M. (1995). ILL and customer satisfaction: how important is delivery speed? In: Amrhein, R., ed. Continuity and Transformation: the Promise of Confluence. Proceedings of the 7th Association of College and Research Libraries National Conference, Pittsburgh, PA. Chicago, American Library Association, pp. 365-371.
88. Taylor, C.R. (1990). ILLs in Australia 1989: traffic patterns and charges. Interlending and Document Supply 18(2), pp. 57-66.
89. Truesdell, C. (1994). Is access a viable alternative to ownership? a review of access performance. Journal of Academic Librarianship 20(4), pp. 200-206.
90. Van House, N., et al. (1987). Output Measures for Public Libraries: a Manual of Standardized Procedures. Chicago and London: American Library Association, pp. 62-65.
91. Van House, N., Weil, B. and McClure, C. (1990). Measuring Academic Library Performance: a Practical Approach, prepared for the Association of College and Research Libraries' Ad Hoc Committee on Performance Measures. Chicago: American Library Association, pp. 60-76.
92. Von Wahlde, B. (1997). Access vs ownership: a SUNY University Center libraries study of the economics of document delivery. Resource Sharing & Information Networks 12(2), pp. 19-30.
93. Waldhart, T.J. (1985). Performance evaluation of ILL in the United States: a review of the research. Library and Information Science Research 7(4), pp. 313-331.
94. Weaver-Meyers, P., Clement, S. and Mahin, C. (1988). ILL in Academic and Research Libraries: Workload and Staffing. Occasional paper, no. 15. Washington, DC: Association of Research Libraries, Office of Management Services.
95. Weaver-Meyers, P. and Stolt, W. (1996). Delivery speed, timeliness, and satisfaction: patrons perceptions about ILL service. In: Weaver-Meyers, P., Stolt, W. and Fong, Y. Interlibrary Loan/Document Delivery and Customer Satisfaction: Strategies for Redesigning Services. New York: Haworth Press, pp. 23-42.
96. Webster, K. (1997a). End-user requirements of document delivery services, paper presented at the Focused Investigation of Document Delivery Options (FIDDO) Issues in Document Delivery Project Workshop, Loughborough University, UK (accessed 9/97 at.
97. Webster, K. (1997b). Private email correspondence with author (contact: keith. webster@newcastle.ac. uk).
98. Willemse, J. (1993). Improving interlending through goal-setting and performance measurement. Interlending and Document Supply 21(1), pp. 13-17.
99. Willemse, J. (1998). Measuring quality: international guidelines for performance measurement in academic libraries. In: Gould, S. and Johnson, D., eds. Interlending and Document Supply: Resource Sharing, Possibilities and Barriers. Boston Spa: IFLA, pp. 115-222.
100. Williams, F. (1997a). Electronic document delivery: a trial in an academic library, part one. Ariadne: the Web Version, issue 10, http://www.ari~ adne. ac. uk/issueI0/edd/.
101. Williams, F. (1997b). Electronic document delivery: a review and comparison of different services, part two. Ariadne: the Web Version, issue 11.
102. Young, H., ed. (1983). ALA Glossary of Library and Information Science. Chicago: American Library Association, p. 121.