Managing Employees in Interlibrary Loan, Circulation and Reserves: Supervision in a Production Environment

Abstract

In a production environment, strategies for dealing with personnel problems are critical. Two of the most challenging staff problems that an interlibrary loan manager can confront are: (1) How to keep up with work when employees are absent and (2) Employee productivity problems. Interlibrary loan departments face the unique paradox of a workplace that is constantly changing and becoming more efficient due to the influence of technology on daily processes, yet still relies heavily on the daily labor and productivity of the staff. Additionally, interlibrary loan departments face almost constant time pressures, both from internal and external customers. The challenge is magnified when personnel issues arise, and the time needed to problem solve seems nonexistent. In particular, absenteeism and worker productivity can have disastrous results on interlibrary loan service quality, as well as a negative effect on departmental morale.