The $64,000 Question Answered: Why Do Patrons Place ILL Requests for Items that the Library Already Owns?

Abstract

Interlibrary loan is traditionally meant for items that cannot be obtained at the local library or through consortial catalog systems. However, in many libraries, the numbers of requests that are cancelled because they are available locally seems worse now than ever before. In 2005, IUPUI's University Library ILL department cancelled 24% (n=2,784) of all incoming requests because the item was available locally or through direct request in the system-wide online catalog. Requests for locally-owned items are a frustration for interlibrary loan staff: they would rather spend time locating items that we do not own. These requests can also lead to patron frustration because of the delay in obtaining the requested item and from the realization that they could have had it sooner all along. This presentation discusses the results of a user survey conducted to discover the reasons library users request items through interlibrary loan that they could obtain on their own, and highlights suggested strategies for reducing this epidemic. Audio version can be accessed at http://in-ulib-cheever.ads.iu.edu/IDEA/kjanke/ILL1/64000Question/index.htm