A Dozen Years of ILL Assessment

Abstract

During the 2017-2018 academic year, one library conducted its sixth interlibrary loan (ILL) assessment to determine users' satisfaction with the service. Patrons completed an online survey that gauged their levels of satisfaction, focusing on nine specific components of the service: cost, processing time, delivery method, etc. Patrons were also asked to assess their experience with our locally branded Tipasa patron portal. Overall, patrons were very satisfied with the service but offered concrete ways to improve the ILL experience, which were then implemented. , , This session will describe the assessment process from start to finish, how our assessment tool has evolved and highlight the various software programs that can be utilized to save time and ease assessment related frustration. , , Audience members will learn how to plan and implement a similar assessment that answers department specific goals, create survey questions that provide the needed information, and implement outcomes to create positive change.