Bringing Delivery into the Fold: A Discussion of Cross-Departmental Document Delivery Service Implementation in Academic Libraries

SUMMARY The provision of resource request and delivery services in libraries is being re-designed in response to a shift in patron needs and expectations. The design of these services needs to include definitions of patron needs/expectations, staffing and systems components, and local policies and capabilities. This article includes a review of literature on the use of delivery services, a survey of current practices in interlibrary loan departments, and a review of the policies implemented and technical decisions made at the Z. Smith Reynolds Library at Wake Forest University during the ILL/Document Delivery integration process.