Chapter I: Introduction

ABSTRACT

Changes in technology, decreased acquisitions budgets, and growing demands from clients have increased pressures on Interlibrary Loan departments. Most manage change by gradually shifting policies and procedures in an attempt to keep up with increased demand. It is important to evaluate interlibrary loan functions to better direct change and assist management decisions. Most studies of these functions focus on the measurement of turnaround lime rather than user satisfaction. The assessment design of the Inter-library Loan Department at Central Missouri State University includes a variety of instruments designed to gather input from many sources. This program may be easily adopted by other libraries.