Publication Date

July 2008


The article examines two strategies for facilitating increased interlibrary loan patron satisfaction which are implemented in the Interlibrary Loan Unit at Kennesaw State University in the Atlanta metro area in northwest Georgia. To increase timeliness of materials received and realistic expectations of services, the strategies consist of educating interlibrary loan patrons. Automation and technology are also used to increase the requesting effectiveness of interlibrary loan staff and timeliness of materials to achieve patron satisfaction. The second strategy utilizes citation verification, checking online computer library center and borrowing request notes to increase fill rates.