Contributed Paper Abstract
Interlibrary Loan User Satisfaction Survey
Gwendolyn D. Jackson, Assistant Professor and Coordinator Access Services, Health Sciences Library, University of Tennessee, Memphis, TN.
Purpose: This presentation will discuss the purpose and results of an ILL user satisfaction survey in a health sciences center library. Implications will also be discussed.
Setting/Participants/Resources: The Health Sciences Library, University of Tennessee, is an academic library in an urban setting. Participants consisted of campus faculty and staff, academic libraries, hospital libraries, and private/corporate libraries that used ILL service over the past three years. A total of 258 surveys were mailed. Participants provided input for evaluating ILL services and implementing of document delivery via e-mail and/or PDF files.
Brief Description: The ILL user satisfaction survey allowed us to gather feedback from users, improve services, determine needed upgrades for hardware and software, monitor changes, and forecast future delivery methods. The survey also provided a forum for users to communicate with us.
Results/Outcome: Survey returns totaled 22%. Overall, 60% of our users were satisfied with ILL services. Remarkably, 96% considered ILL charges reasonable. Additional comments were made about turn-around delivery time, exceptional assistance, poor copy quality, and thanks for providing and allowing us to use this service.
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