Interlibrary Loan (ILL) Workflow Analysis: Improve the Patron and Staff Experience

Learn how to use your statistics, user feedback, and staff experience to identify possible Interlibrary Loan (ILL) workflow redesigns. See how "user stories" can help pinpoint problems and give ideas for solutions. Explore ways to assess the efficacy of a change.

*Introduction to workflow analysis, goals and outcomes
*Data sources, tools and methods to effect change
*Assessing outcomes
*Examples of each of the above will be provided

Desired Outcomes:
Student will learn how to develop and perform workflow analysis on their ILL operations using specific tools so they can improve their processes though redesign. Mechanisms for post implementation review and assessment will be discussed.

Kurt Munson is the Assistant Head of Access Services for System Integration and Branch Libraries at Northwestern University Libraries in Evanston, Illinois. He received his Masters of Library and Information Science from the University of Illinois, Urbana-Champaign and holds a BA in History from Lake Forest College. He has worked in resource sharing for over 20 years in academic, medical and public libraries. A native of Illinois, he is familiar with RAILS and library support in the state. His interests include patron satisfaction, system integration, workflow analysis, international interlibrary loan and making pop-culture references.

This recording is approximately 90 minutes in length and was originally broadcast on December 6, 2016.

ILL Workflow Analysis: Improve the Patron and Staff Experience

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