Coffman and ILL

[Absher, Linda (absher)]

The ILL issue is one that's been bugging me for years:  in various
incarnations, I've supervised an ILL department as well as worked at
reference desks for public and academic libraries.  And in every situation,
it's the rare patron who understands the concept of ILL; those who do are
people who've been using it for years.  I routinely offer the service
whenever a patron cannot find materials in the library, but in 90% of the
cases, the user just looks at me blankly.  If they have heard of it, they
tend to think that they have to pay a lot of money for the service or that
they have to tell you which library they want to order the materials from.  I
haven't done any research into this issue, but a have a few theories:

1.) Most patrons view libraries as places in which the only
services/materials offered are the ones within the physical setting itself.
In short, if it ain't there, then you're out of luck;

2.)  Libraries don't fit a business/corporate model:  this is related to the
point above.  People expect for-profit companies to provide services such as
calling other stores for goods not available, but they don't expect that
behavior from libraries.  Whether that stems from the fact that libraries are
seen as quasi-governmental institutions, I don't know.

3.)  The uncertainty/arcaneness of ILL:  after you offer the service, the
first question generally is "when can I get it?"  I then find I lose the
patron's interest when I try to explain how the system works, and how it's up
to our workload, the other library's workload, etc.  Most companies offer
their customers a ballpark estimate as to when they'll receive an item--we as
a profession don't.  Does that make it acceptable?  

I do think that a lot of users view libraries as institutions that cannot
handle unusual requests and services, which is how they view ordering
materials outside their own library.  I'll bet the customers don't see
amazon.com that way.

This is my two cents, BTW....

LInda

--
Linda Absher / absher at sequent.com / 503.578.3485
Intranet Librarian / Sequent Computer Systems / Beaverton, OR
"The more I read, the more questions I have. Every time I pass a library I
get an anxiety attack."  --SeaQuest DSV

> -----Original Message-----
> From:	Michael Sauers [SMTP:msauers at bcr.org]
> Sent:	Wednesday, August 25, 1999 11:25 AM
> To:	Multiple recipients of list
> Subject:	[WEB4LIB] Re: Coughing up Coffman
> 
> Having been mentioned yesterday I just read the article "Building Earth's
> Largest Library: Driving into the Future" by Steve Coffman.
> <http://www.infotoday.com/searcher/mar/coffman.htm> (If you haven't you
> should.)
> 
> Two comments:
> 
> 1-If anyone is looking to start, count me in!
> 
> 2-I agree that most people have no idea about ILL or it is too restrictive.
> I run an e-list dealing with the author Dean Koontz. There are currently
> about 100 subscribers from around the world, but most are in the US. I
> recently found some of his old published college writings by e-mailing the
> head of reference @ the college (in PA.) She gladly sent me the material
> directly but requested that if others are interested that they don't
> contact
> the college directly and have the request go through official ILL channels.
> I posted this to the list and received two types of replies: "My local PL
> won't ILL that far away" and "What's Inter-Library Loan."
> 
> What I would like to know is how many of you (since I don't currently work
> in a library) actually offer to ILL items for patrons if they don't
> specifically ask for it? If not, why not.
> 
> (For a little perspective, I come from a bookselling background, working
> for
> more than ten years in independents and chains, both as a bookseller and
> management, with a strong customer-service ethic.)
> 
> --------------------------------------------------------
> Michael Sauers, Internet Trainer
> Bibliographical Center for Research (BCR)
> Aurora, CO :: msauers at bcr.org
> http://www.bcr.org/~msauers
> The WWW Library Directory is @
> http://www.webpan.com/msauers/libdir/
> Buy books, music or videos online?
> http://www.acses.com/?partner=1307
> Opinions expressed are my own unless otherwise noted.
> ---------------------------------------------------------
> 
> --------------------------------------------------------
> Michael Sauers, Internet Trainer
> Bibliographical Center for Research (BCR)
> Aurora, CO :: msauers at bcr.org
> http://www.bcr.org/~msauers
> The WWW Library Directory is @
> http://www.webpan.com/msauers/libdir/
> Buy books, music or videos online?
> http://www.acses.com/?partner=1307
> Opinions expressed are my own unless otherwise noted.
> ---------------------------------------------------------