The document discusses strategies for improving interlibrary loan services. It notes that if the British Library cannot supply a requested item, the requester is informed and the item is requested from another institution. All documentation regarding supply times and libraries of last resort is stored in a shared system for all library staff to access. If an item is not received within 10 days, the requester is contacted and provided an explanation. The needs of researchers are prioritized, allowing them to access materials where and when needed.

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At this point a delay message is sent to the reader to inform them that the British Library cannot supply and we have
applied to another institution, thus providing excellent customer service.
To ensure we provide the best possible ILL service, we always aim to request from the fastest supplying libraries. This
data was extracted from the library management system for book supplies, however, for articles, we collected this data
manually.
To avoid any delays we try to avoid applying to libraries of last resort unless absolutely necessary. We have produced a
document that is regularly maintained and consulted.
All documentation relating to the ILL service is stored on a shared document management system (SharePoint) so that
all library staff based at various branches can access it. Documentation includes LMS generated book supply times,
manual excel list of article supply times and an excel list of libraries of last resort.
If the ILL is still not received after 10 days, the requester is contacted and informed of the delay and an explanation is
provided. Communication is vital in providing an excellent ILL service and supporting academic research.
We avoid libraries that lend their stock with the condition ‘library use only’ and only request from them when necessary.
The researchers' needs are at the core and this allows greater freedom to consult the material where and whenever they
need to.
Support Academic Research by
Improving Interlibrary Loan Services:
A front line perspective
Colleen Tierney, McClay Library, Queen's University Belfast. c.tierney@qub.ac.uk
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Patron requests an ILL
Jump to #5
Request sent to
British Library
BL reports back.
If supply, go to #42
If not, go to #24
FINISHED!
Congratulations: you
have received your ILL!
Continue your research
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Have to apply to another
institution.
Go to #26
Apply to fastest
supplier. Go to #34
Avoid using libraries
of last resort. Go to
#28
All documentation
shared with other
branches
Go to #38
ILL still not received
after 10 days. Go to #32
Avoid 'library use
only' libraries.
Go to #42
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