Back to Basics

1
Back to Basics

• Adapting to the New ILL Landscape
• TexShare Interlibrary Loan Conference
• Dallas, Texas
• November 22, 2002
• Florence Foxie Mason

2
Libraries and the Future

• Population diversity and work place dynamics will
  be potent service driving forces
• Diversity -- 72 of the Texas population will be
  other by 2040--the population will be older, and
  poorer as well
• 20 million or more earn their living at home with
  a computer

3
Libraries and the Future

• Libraries are becoming third spaces--community
  living and meeting rooms
• Logistics systems are likely to transform
  libraries such as RFID technology

4
Libraries and the Future

• Staffing issues
• Significant number of staff are reaching
  retirement age
• Training needs are 1st priority
• Publishing issues
• - Intellectual property issues
• - Content

5
The Changing Future Service Environment

• Significant service competitors exist.

6
The Changing Future Service Environment

• Customer expectations are changing.
• Staffing is now our costliest service component.
• New technologies offer new service
• efficiencies.

7
The Changing ILL/DD Environment

• The commodification of information and
  intellectual property rights will likely result
  in a very different set of economic arrangements
  for resource sharing than exist today.

8
The Changing ILL/DD Environment

• Sources to search are multiplying
• Formats are diversifying
• Technology will automate
• many traditional ILL functions
• performed by staff
• Access to virtual catalogs,
• e-journals, portals will become standard services

9
The Changing ILL/DD Environment

• Patrons, not institutions will originate requests
• Service delivery times will become shorter
• Services will be more patron-customized
• Mediated service demands will be more complex and
  more difficult

10
Librarians are already offering important
services to their customers, this will not change
in the future
11
Expect and Welcome Changes to ILL/DD

• Publishing changes will permit ILL/document
  supply activities to be more tightly integrated
  with the librarys overall operations.
• ILL will be -- less regional, more electronic,
  more based on commercial providers and sources

12

• Time
• Quality
• Money

13

• Understand our Customer
• Service Needs
• and Deliver
• Moments of Truth
• for our customers

14
Brand Our ILL/DD Service

• Give ILL/DD service a customer friendly name
  and identity
• Remember the TQM customer service issues
• Market our services under our brand name

15
Explore More Integration

• With different collection formats images
• special collections
• With our integrated library systems
• With electronic resources
• With customer technology PDAs etc.

16
Focus on Searching

• Deepen and renew our understanding
• About searching strategies and searching
• preferences
• Prepare for difficult and challenging assignments