Collaborative Approaches to Resolving Difficult ILL Borrowing Requests: Using a Working Group and a Wiki for Knowledge Sharing |
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| Authors: | Dana Von Berg |
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| Institution: | University of Arizona Main Library , Tucson, Arizona, USA |
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| Abstract: | Interlibrary loan borrowing staff at the University of Arizona Main Library, who handle difficult interlibrary loan requests, are taking a collaborative approach to obtaining unique, difficult-to-locate materials. A working group within the document delivery team meets weekly to share examples processed during the preceding week to increase the fill rate of challenging interlibrary loan requests. The group also established a wiki for the purpose of sharing resources that have been used to solve difficult requests. The wiki serves as an advanced interlibrary loan training resource that can be accessed by a greater number of staff, enabling them to gain the skills necessary to process difficult requests. |
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| Keywords: | wiki interlibrary loan collaboration difficult requests resource sharing |
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