How library systems influence the interlibrary loan workflow

Abstract

The interlibrary loan (ILL) workflow is influenced by several outside and inside factors, which can variously affect its efficacy in providing items to library users. This paper will show differences and similarities in the ILL workflow, from customer order to delivery or return of the item, when using two different library systems. The ILL workflow includes both internal and external document supply because the libraries offer and provide services both to their own users and to other libraries. Some supplied items are returnable (for example books) and others are non-returnable (for example copies of articles). This workflow chain involves a series of steps and starts with a request made by a user. This is followed by the entry of necessary data into both the receiving and lending libraries’ ILL systems to administrate the request and continues with the delivery to the end user. For returnable items, the final step is returning said items to the provider. This paper will compare how two Swedish libraries (Örebro University Library and Karlstad University Library) established their ILL workflows and how decisions made in the ILL process are based on the different library systems used (Alma and Koha). It concludes with a discussion of what can be learned from the comparison, the benefits and challenges presented by each system and any improvements that can be made.