Our ILL team can’t be alone in finding it really frustrating
when we have a customer who desperately needs to see a book, journal supplement
or DVD for their research and we trace a holding library and the response comes
back that it’s not for loan. On a number of occasions the library may also be
the only UK location so we can understand why they would be reluctant to part
with it but are we sometimes too cautious?
It’s not always practical for economical or geographical
reasons for the requester to travel to see the item. Refusal is always polite
and there is usually a good reason for not supplying that we can pass on but a
little flexibility can make a huge difference to the person who needs it. We’ve
certainly had situations where all UK holding libraries decline to lend an item
and we’ve subsequently obtained it from a library in the USA or Australia! Not
only do we have a very satisfied customer but it also results in great feedback
for the service we all want to promote.
If we are asked for an item we don’t normally lend we’ll
weigh up the risks and impact on our own users and if at all possible we’ll
bend the rules. It may be something from our DVD collection that would not be
available for ILL but if it’s not been issued for a long time then why not make
an exception, or it could be a journal supplement from years ago that we have
to blow the dust off when we check the shelf. Don’t get me wrong as we often do
have to decline but if at all possible we will send such items but stipulate
that they are for ‘library use only’ and issue for a short time to minimise any
impact for us.
One recent request which wasn’t straightforward but it did
result in success for one of our academic staff was a loan from the American Academy of Motion Picture Arts
and Sciences Library in Beverly Hills. Not quite
the Oscar but nearly! Now that would be
my dream job to work in their library…
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