Assess, enhance, repeat: fostering a culture of continuous improvement in document delivery
Abstract
Purpose
The purpose of this paper is to examine the launch of the Yale University Library's Scan and Deliver electronic document delivery service and provide an initial assessment of its first full academic year of operations.
Design/methodology/approach
The author outlines how the service functions and how it is assessed both from the perspective of the library patron and the service provider.
Findings
The author demonstrates how assessment, when incorporated from the very start of a new service, can be utilized as a tool for continuous improvement.
Originality/value
This case study will be of value to any ILL practitioners who are considering launching a similar service, or who wish to incorporate assessment or continuous improvement into existing library services.
Keywords
Acknowledgements
Launching this exciting new service at the Yale University Library was a truly collaborative product, but special thanks should be given to Lauren Brown, who shepherded the Scan and Deliver project to launch, and Steelsen Smith, who has managed the daily operations of the service through the post-launch period and was instrumental in developing the reporting the author needed in order to properly assess the service. While every participating library and its staff should be applauded for making this amazing new service a reality, Lauren and Steelsen's efforts during this period have been exceptional, and the author is grateful for their contribution to this study's success.
Citation
Charles Bruno, T. (2013), "Assess, enhance, repeat: fostering a culture of continuous improvement in document delivery", Interlending & Document Supply, Vol. 41 No. 3, pp. 75-80. https://doi.org/10.1108/ILDS-07-2013-0021
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited