This may have been discussed previously, but I don't recall any recent dialogue... I'm interested to hear from colleagues on the issue of ILL requests that are really outside of your institution's purview and policies. Please reply to the list for the benefit of all. Recently, I had a complaint about a refusal to provide ILL services for a non-work-related educational request. I referred the individual back to her school library; I believe at the time I also explained that the request would cost the institution upwards of $45 dollars for ILL fees and copyright clearance. The individual did not approach me in any way to question the refusal; the interchange was so benign in my POV that when the complaint was brought to my attention, I was very surprised, and at first had difficulty remembering the exact circumstance. So far as I recall, I was polite and took time to explain the reason, something I routinely do. I've assisted the person in the past and had what I thought was a good relationship with her. At the time, the person seemed to take in the information and appeared accepting, but left the library and brought the matter to the Director level. I should clarify that I almost never refuse a ILL request from a staff person & will fill it as long as the need is occasional, I have the time, and I can obtain the work for "free." But if a request is going to impact the institution's bottom line, or I just don't have the time to handle it (I was short-staffed for several months during the interchange and handling a CME reaccreditation) that's when I politely refer to a more appropriate venue. I'm thinking of a few examples of the types of ILLs I'm referring to, but I'm sure there are many more: "I need a few articles for my son's/daughter's science fair project..." A staff member begins to order dozens of articles because s/he or a family member has a disease/personal issue. A staff member is in school, but the education is clearly unrelated to their work or the mission of the institution, and they want to use ILL. Clearly, these are issues of good policy writing. One's policies on ILL and document delivery services should clearly spell out the types of requests that are appropriate, and management should buy in to them. My policies are clear that an ILL request must be of a work-related nature; they were put in place because neither budget nor personnel resources are infinite, and my Director was involved in the approval process. The policy has stood for 11 years and has never been challenged. There are several ethical and personal issues as I see them: * The use of ILL services for non-work-related purposes drains dollars and energy from the institution; I feel an ethical duty, and have a managerial obligation, to act in responsible manner to avoid unnecessary expense. * The use of ILL services for non-work-related purposes adds a burden to my ILL colleagues, and I feel an ethical responsibility to avoid adding to others' workloads for such requests. * There is a "feel good" component to this; refusal, no matter how politely stated, runs the risk of engendering bad feelings which in a relatively small environment can impact library marketing. * There are shades of grey here; not every request is so clear-cut, and there are exceptions to every rule. Rules are made to be broken-sometimes. * I explained to the person at the time that the ILL system I would be using to place her request (not Docline) was the same one her school would utilize, probably with quicker turnaround due to system parameters that prioritize certain library types higher than my own. If you have any thoughts on these issues, please do share. I am considering inviting the person who made the complaint to participate in potential revision of policy, but I would like to have collegial feedback to share with my manager as we approach a rewrite. TIA. Donna Beales, MLIS Lowell General Hospital Health Science Library 295 Varnum Ave. Lowell, MA 01854 Email: dbeales AT lowellgeneral.org http://www.lowellgeneral.org/library <http://www.lowellgeneral.org/library> Tel. 978-937-6247 Fax 978-937-6855 Thank you for using our services. Tell us how we're doing. <http://www.kwiksurveys.com/online-survey.php?surveyID=BMDHI_cd5c65f1> This message and any included attachments are intended only for the use of the person or entity to whom it is addressed and may contain information that is privileged, confidential and protected from disclosure under applicable law. Any review, disclosure, transmission, dissemination, copying or other use of this information by persons or entities other than the intended recipient is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete the related message. Thank you.